Gorgias vs. osTicket

Gorgias is one of the easiest platforms I've used, as it was easy to navigate. You can customize your views so you can easily track them. The shared views are also specific and convenient. The search button is also one thing I like, as it easily shows what you're looking for with just keywords, email addresses, or any information.

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

• Gorgias AI, it able to replied to tickets with the brand of voice and the approached that aligned with our brand voice.
• Integrations that can be connected to multiple shopify stores, including messaging channels.
• Auto tagging on ticketing better categorizing when search.

Incentivized

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

Incentivized

• Maybe in sending our response, it would be nice if the undo button was longer than 5 seconds.
• Alt + enter should be disabled as we could accidentally press this, and the emails are automatically sent.

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

It's pretty straightforward, but it does take a little getting used to for many people. I would almost recommend having an "expert" have someone sitting nearby to coach the user for their first experiences with the software, as well as setting options to be limited. As otherwise, there can be moments that are just too much at once for some users

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 Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now

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

• Drastically reduced our response time from 2 business days, to 2 hours on average.
• Made it easier to sync data for damaged item, allowing us to better understand damages.
• Allowed us to easily see that statistics of what kind of issues we are seeing from our customers.

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