TrustRadius Insights for osTicket are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Easy Setup: Many users have found the setup process of OSTicket to be extremely easy and straightforward. They were able to configure most features within half a day, making it quick and hassle-free.
Intuitive Interface: The intuitive interface of OSTicket has received widespread praise from both customers and agents. Its user-friendly design makes it easy for everyone to navigate and use the platform without any confusion or difficulties.
Knowledge Base Feature: Users highly appreciate the knowledge base feature in OSTicket as it allows agents and customers to quickly access commonly asked questions or information. This feature greatly improves overall efficiency by providing instant access to valuable resources.
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osTicket Reviews
2 Reviews
InformationTelecommunications1Broadcast Media1
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osTicket is being used as the ticketing management tool, for customer and internal activities to be accomplished by each member of the company or department.
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.
Likelihood to Recommend
It is well suited for scenarios where you want to manage both tickets from customers or users and internal activities of the company or department, without spending much money on a paid ticketing tool, because osTicket is free and does well the ticketing management job. It would not be well suited in a big size company where customers should use the portal to open and follow up tickets, because although it has good features, the UI makes it feels like it's unfinished.
osTicket is being used at the company as their main incident registration tool. Connections to various mailboxes have been as to automate ticket creation directly from emails. This used to be a manual task and sometimes emails we answered directly from the mailbox and sometimes this was forgotten. Currently, no questions from customers are missed anymore. Aside from this the customer portal also provides our customers a way to manage their own tickets as well as create new ones which [are] appreciated by the customers.
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.
Likelihood to Recommend
For beginning smaller companies that are in need of partially automating their incoming requests this product is easy to set up and will assist in structuring these request[s]. These requests can come in via email/phone or web portal. For companies that are beginning to streamline their support procedures, this tool can be a first step into automating part of these processes. This is also how user[s] should see it. It is merely a tool that can assist in structuring the incoming request flow the rest still has to be fit into business processes.
