GLPI vs. osTicket

GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.

Incentivized

osTicket is very well suited for small to medium environments where the budget might be tight or a complex system isn't desired. The basic pillars of osTicket being that it is simple, lightweight, reliable, open source, and best of all free really make osTicket a great alternative to higher-cost customer support systems. While osTicket does have shortfalls which would be bad for some environments—like not offering social media integration, lacking a flashy user interface, no detailed analytics (satisfaction, performance, etc.), no live chat/messaging, and any detailed customization requires PHP knowledge—osTicket is a great free and simple support system without the extra features and costs the alternatives offer.

Incentivized

• Tickering
• Inventory
• FAQ

Incentivized

• Web based, so available from any web browser
• Free - no cost to the organization to buy
• Runs on linux - solid, secure, free

Incentivized

• Lack of auto update mechanism.
• Admin interface is somewhat dated.

Incentivized

• osTicket's hosted version is expensive and customization is kind of hard to come by. So, unless you have programming-proficient developers on hand (we do!) you will need to accept the options that you are paying for.
• osTicket's community forum has had some bugs recently as they have rolled out a new platform for it. For people who rely on the community forum extensively, this is a set back. Again, this is more of an issue for those using open source and not the SaaS version.

Incentivized

It does well what I was looking for on a ticketing tool

We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.

Incentivized

I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.

Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support

Incentivized

Grant all prerequisites are met, before installing to avoid any issue during the installation

We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.

Incentivized

This company wanted to first explore how a ticketing/support system could benefit their organization before investing [in] a solution. Firstly osTicket is open source and doesn't have a license fee and secondly, because of [its] simplicity, it is quick to implement in the organization. These were the key 2 drivers to choose osTicket. Of course, there are trial versions of the other products available but the implementation time needed is longer since their functionality suite is larger than what osTicket offers. Those extra features aren't needed (yet) so that is the third and final reason why osTicket was chosen and probably will stay until the need for more functionality arises.

Incentivized

• No cost upfront apart from hosting
• Extensive plugin catalogue to add new features without any cost
• No maintenance cost unless you need support.

Incentivized

• Works well as a centralized support system for the businesses IT.
• The support team can evaluate all tickets that come in and easily evaluate priority, details, etc.
• If the escalated development team can be limited to their assignments only allowing them to retain focus.

Incentivized