osTicket Review

PROS: I can completely change the hosted version the way I want. Also, thanks to this platform we save $600-1200 a year, because you don’t have to pay for e.g. $50-100 per user, my team is of 10 members and according to this we are saving thousands of dollars. The software provides you with many features and updates continuously.

CONS: Yes, the platform has plenty of features, but sometimes they are complicated, especially when you need to do the implementation.

PROS: I love the fact that it's a self-hosted version. What's more, the ball is in your court when it comes to its look and feel. I love how it functions. We no longer have to resort to paying for having 50 to 100 users monthly.

CONS: I don't like the fact that it's not as polished compared to other companies in the market. It comes with a lot of features though. Sometimes, such functionality can be a bit cloudy and complex. There will be instances where it can be frustrating especially in the implementation process.

PROS: OS Ticket has a developer community and user base that are both experienced and established. We were able to have the OS Ticket implemtations setup from within for clients to utilize. It functions impressively well with the Helpdesk system. It has all the basic functionality we need.

CONS: Its older versions suffered badly as a result of its poor version techniques and certain spaghetti code. Thing is, great strides were made in getting the code in meeting today's standards. But then again, this only becomes relevant if you're making comprehensive system modifications. With the latest hosted systems offerings and a wide range of functionality, this isn't usually a huge problem for a majority of end-users.

PROS: It has everything we want in giving a hand to our customers. It's a thing of beauty. We're using it as our basic ticket system along with its classifications. It also has a functioning knowledge base.

CONS: As of this writing, we have yet to spot anything negative. It basically covers all bases.

PROS: I love how my clients can get in touch with me easily. I am amazed how this software shows incoming tickets, so I can respond to support tickets quickly. This software grants sample HTML email templates and huge customization tools. And you don’t have to worry about installation, because it’s easy and quickly.

CONS: In my opinion, they need to work on the plugins of some features. This is not a big problem, because I know how to code the plugins in the features to customize the system the way I want.

PROS: I like the customization it has. It's huge. This gives the helpdesk way more edge compared to other hosted solutions. In addition, it's capable of making tickets from e-mails.

CONS: The system functions with an arcahic design. It's what makes it lag behind its competition. Fortunately, this can be remedied through the use of resposive and customized theme.

PROS: Making use of it is really easy. Clients have little to issue in logging tickets. I love how it's simple in getting the software customised. Even with limited php knowledge, I'm still able to make the necessary adjustments in integrating some of what I learned into the system.

CONS: I was facing problems with embedded links. This is happens to tickets from customers where the system web address has been included in the URL form. In the early going, we were dealing with some problems in getting the screenshots uploaded.