osTicket is a support ticket system built to improve your customer service and experience. Compatible with any operating system, it offers an array of features you need for your help desk solution. Some of its main features include custom fields, custom queues and columns, ticket filters, help topics, agent collision avoidance, auto-responders, thread action, service level agreements, customer portal, and advanced search, among others.

The software is ready-to-use so you can immediately start using its support solutions right after downloading and installation. It has a free open source platform that you can use, modify and share. Meanwhile, it also has a cloud-hosted solution that doesn’t require installation and is offered on a monthly subscription basis. An enterprise solution is available that can be deployed on the vendor’s private cloud-hosting platform or on-premise.

osTicket offers the following benefits:

Robust customization

In order to immediately head straight to the issue, you can customize forms, fields and lists of data during ticket submission for customers to choose from. Meanwhile, you can also specify the criteria for the ticket queuing to give you control over the information you want to see.

Define ticket filters

Routing tickets to the right agent or department is streamlined. You can also set triggered actions like sending automated canned response and ticket rejection, among others. Help topics are also configurable to accelerate response time.

Automated help desk

As soons as a message is opened or received, auto responses with personalization are sent to immediately engage your client. They can be customized and modified for each department and configured to address the recipient personally.

Reliable customer portal

Users register for a profile and log in to access their tickets and archived responses. They can also look for answers independently through self-service help desk. Building your own knowledgebase is streamlined.

osTicket offers four editions:

Free osTicket:

• Self hosted
• Community supported
• Configurable attachments
• Unlimited tickets
• Unlimited users

Basic: $9 per agent per month

• Cloud hosted
• 2MB attachments
• Unlimited tickets
• Unlimited users
• Support via phone and email

Standard: $12 per agent per month

• Cloud hosted
• 4MB attachments
• Support via phone and email
• Unlimited tickets
• Unlimited users

Premium: $16 per agent per month

• Cloud hosted
• 8MB attachments
• Extended security features
• Support via phone and email
• Unlimited tickets
• Unlimited users