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osTicket

Score8 out of 10

16 Reviews and Ratings

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What is osTicket?

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features osTicket has to offer, as determined by TrustRadius' reviewers.
Based on 16 ratings of osTicket's features
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Top Performing Features

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.9

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8

Areas for Improvement

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.8

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.6

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

Reviews

What users are saying about osTicket.
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osTicket Review

Paulo MajorView profile
CTO (Chief Technical Officer) in Information Technology at Multi-IT (1-10 employees employees)

Pros

  • Merging duplicated tickets that are related to the same topic
  • Ticket view permissions
  • Ticket follow up via customer portal
  • Ticket activity resumed dashboard

Cons

  • Language package should permit also the translation of the templates
  • It should not require the user to enter his details when creating a new ticket. This should be filled automatically
  • Improve the layout of the ticket messages to facilitate reading and interpretation.

Return on Investment

  • There is an enhancement in the communication with customers
  • No more expenses on a paid ticketing tool
  • Improvements in the Internal activities

Other Software Used

PRTG Network Monitor, Nmap, SolarWinds IP Address Manager (IPAM)

Usability

Quickstart to automating your support process.

Incentivized
Sander Kaldenhoven
Implementation Engineer in Information Technology at Audiovisueel.net (11-50 employees employees)

Pros

  • Easy of setup. Up and running in a matter of minutes and within half a day most of the features are configured and set up.
  • Intuitive interface for both customer and agent.
  • [The] knowledge base is a welcome feature. To be able to refer agents and customers to common knowledge items is very helpful.

Cons

  • Setting up outgoing email can be a thing. Without some creative thinking, this might be not so straightforward and documentation sometimes lacks the necessary hints/tips.
  • No support for custom workflows for working on tickets.

Return on Investment

  • [Personnel] spend[s] less time on handling customer requests.
  • Customer satisfaction has grown since their requests are not 'missed or forgotten' anymore.

Alternatives Considered

Node.io by SugarCRM, Zendesk Support Suite and Freshdesk

Other Software Used

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Zendesk Support Suite, Freshdesk

osTicket Review

Incentivized
Verified User
Manager in Information Technology (201-500 employees employees)

Pros

  • Simple to set up (we're running via PHP on IIS).
  • Single hosting for multiple and separate departments.
  • Self hosted option (important to us with previous issues experienced elsewhere).
  • Support forums and git-hub often have answers to the odd question (not had to rely on that too much thankfully).
  • Continues to be developed with features and security fixes—some open source projects can stagnate.

Cons

  • Interface is fixed width and could stand to be re-written in a modern responsive style.
  • The automation could be improved, there are filters and rules but no strict automation.

Return on Investment

  • 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.

Alternatives Considered

SupportBee and JitBit Help Desk

Other Software Used

Microsoft Teams, Visual Studio IDE, Microsoft SQL Server

OsTicket Technician Point Of View

Incentivized
Verified User
Technician in Information Technology (501-1000 employees employees)

Pros

  • Email to ticket creation
  • Report tracking completion tasks/tickets
  • Reminders on stale tickets

Cons

  • The issue we have experienced was slow logon times but this was down to a server configuration issue

Return on Investment

  • Turnaround of ticket logged to resolve has improved around 50% compare[d] to previous paper methods.

Alternatives Considered

SysAid

Other Software Used

NetApp E-Series, Hyper-V, Cisco 4000 Series Integrated Services Routers (ISR 4000)

osTicket - The Free Ticketing and KB System

Incentivized
Verified User
Manager in Information Technology (501-1000 employees employees)

Pros

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

Cons

  • No mobile app for on the go access
  • No time tracking for issues
  • Hard to see staff tickets by staff member, needed to write a php page for this feature

Return on Investment

  • Improved level of customer service
  • No additional expenses to budget for
  • Better issue visibility
  • Improved communication with customers and their issues
  • Self-help portal for customers

Other Software Used

Microsoft Teams, Skype for Business (formerly Lync)