#1 most frequent
United States of America
35.4%138 installations of 390
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
Product Demos
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
Who Buys & Uses osTicket
#2 most frequent
India
7.7%30 installations of 390
#3 most frequent
Brazil
7.4%29 installations of 390
osTicket Review
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.
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
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
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
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)