Pros from reviewers
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Easy ticket management: osTicket conveniently allows users to submit help requests via email, automatically generating a ticket and notifying the help desk. It facilitates ticket assignment to different technicians, transfers, and keeps a detailed record of all ticket-related activities
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Cost-effective: osTicket is more cost-effective than many other ITSM and ticketing management systems. It offers numerous categories and elements, simplifying form creation
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Customizable and user-friendly: osTicket provides a lot of customization options and is user-friendly. It can operate in a small hosting environment, is quick and easy to set up, and can be self-hosted
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Robust open-source community: osTicket has a robust open-source community and has been thoroughly tested by that community. It offers a platform for employees to report issues to various departments and receive prompt responses
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Wide range of features: osTicket provides a wide range of features and options that enable customization and delivery of a superior user support experience. It includes an easy-to-set-up knowledge base for frequently asked questions, which aids in reducing support requests.
Cons from reviewers
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Lack of auto escalation: Despite its many features, osTicket does not offer an auto escalation feature, which can be a significant disadvantage for businesses that need to prioritize certain tickets
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Limited file type support: osTicket does not support all file types as attachments, which can limit the types of files that can be shared through the system
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Outdated technology: Some users have noted that osTicket uses somewhat outdated technology, which may not be as efficient or effective as newer systems
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Lack of automatic ticket closure: osTicket does not have a feature to automatically close tickets after a certain period of time, which can lead to clutter and disorganization
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Limited mobile app: While osTicket does offer a mobile app, some users have found it to be limited in its capabilities and costly for what it delivers.
Main features
Starting Price
Free Plan
Open Source
Ticket Management System
Customization Features
Rich Text Support
Extendable with Add-ons
Starting Price
N/A
Free Plan
No
Open Source
Ticket Management System
Customization Features
Rich Text Support
Extendable with Add-ons
What is Osticket?
How Osticket compare to similar software?
Product
Osticket
4.4
Osticket reviews
Price
N/A
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
No available deal at the moment
Who is Osticket best for according to our reviewers?
IT Help Desk Teams: These teams can use osTicket to manage help requests, assign tickets to technicians, and keep detailed records of all ticket-related activities. The software also provides valuable reports, such as the number of tickets closed and average response time
ITSM and Ticketing Management Beginners: osTicket is beneficial for those new to ITSM and ticketing management. It provides numerous categories and elements, simplifying form creation. However, it could benefit from a business intelligence dashboard or decision report for management
Startups and Small Businesses: osTicket is an excellent tool for startups and small businesses due to its cost-free usage and simple implementation. It provides a wide range of features and options that enable customization and superior user support experience
Ecommerce Businesses: osTicket can help ecommerce businesses manage multiple customer service managers and inboxes, ensuring optimal time usage and effective customer service. Despite its somewhat complex setup, it remains a top choice for managing high volumes of customer service requests
Non-Profit Organizations: osTicket is an excellent tool for non-profit organizations due to its cost-free usage and simple implementation. It provides a wide range of features and options that enable customization and superior user support experience. However, it lacks some crucial features like automatic ticket closure and custom themes.
Osticket reviews
4.4
Osticket rating
4.0
Ease of use
4.0
Customer service
4.8
Value for money
4.2
Likelihood to recommend
4.2
Features
5 Osticket reviews
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Vincent N
Benefits of osTicket's Reporting Features for Project Managers
As a project manager, I find osTicket's reporting features extremely useful. It provides me with detailed insights into our team's performance and customer satisfaction levels
May 7, 2024
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Roger A
Excellent Helpdesk Solution | Open-source and Premium Options
I've been using various versions of OSTicket for over five years, from 1.5 to 1.17. I've implemented both the self-hosted and cloud versions for several organizations, which I found especially helpful as a beginner in ITSM and ticketing management. I've used OSTicket as an IT Help Desk system and incident management system, with features like email integration (O365/Google workspace), department-wise ticket number generation, and help topic-wise SLA. The version upgrade for on-prem is very straightforward. However, I've faced some issues with version 1.17, such as a problem with the auto auth token access and a delay in email fetch time. The PHP version is compatible with Version 1.17, which means I can't run multiple systems with OSTicket. There's also an issue with one DB view in version 1.17 - the department-wise ticket count. Unfortunately, auto escalation is not available.
April 27, 2024
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Janice A
Efficient Customer Support Ticket Management with Software Prioritization and Categorization.
it has made managing customer support tickets a breeze. The software's ability to prioritize and categorize tickets has significantly improved our response time
April 21, 2024
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George Brown
Impressed with osTicket's User-Friendly Interface
I have been using osTicket for a while now and I am thoroughly impressed with its user-friendly interface
April 16, 2024
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Jerry
OsTicket: Meeting Our Needs Efficiently
My experience with osTicket has been satisfying. It's especially beneficial for those new to ITSM and ticketing management. The system provides numerous categories and elements, simplifying form creation. I think osTicket should create a business intelligence dashboard or decision report for management. I selected osTicket because it's more cost-effective than Manage Engine, and its features are quite good.
April 14, 2024
