Price

$9

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osTicket REVIEW

Help Desk Software

2 user reviews
USER SATISFACTION 94%
OUR SCORE 7.1

What is osTicket?

osTicket is an open source customer support ticket management software. The app enables you to collect all incoming enquirers from phone calls, email, and web forms into one platform. Users can then filter tickets and route them to the right executive. They can utilize the auto-assigner and auto-responder to set repeated actions and workflows for certain ticket types. The customer support app provides dashboard reports and a customer self-service portal.

osTicket provides a open source customer support and ticket management product for businesses of all sizes, particularly medium and small businesses. The app can be used to gather tickets and delegate custom fields to each ticket, creating a list of data linked with each ticket that can be shared on the knowledgebase for clients. Users can create auto-response templates for incoming email tickets and use rich text HTML to add their videos, images, and logo to tickets.

osTicket’s ticket filter tool allows users to define routing rules for tickets so that they are assigned to the right department and person. Tickets can also be reassigned if they are not sent to the right agent, and notes of all actions are stored in the ticket thread. Users can also define automatic actions for each ticket, such as a canned response. osTicket helps further to streamline operations as you can use the ticket locking tool to avoid agent collision.

Overview of osTicket Benefits

  • Custom Fields: Create custom fields. Listing and forms can be added to web tickets as well as specific help topics.
  • Ticket Filters: Utilize filters to route incoming tickets and set automatic actions such as canned responses, department assignment, and ticket rejection.
  • Agent Collision Avoidance: Users can lock tickets so that multiple agents do not reply to the same query. They can set the amount of time the ticket remains locked.
  • Service Level Agreements: Create as many SLA plans as you need and link them with ticket filters, departments, and help topics. Get overdue notifications and alerts on due dates missed.
  • Customer Portal: All support requests and their responses are automatically stored and saved to a customer self-help portal. Users can utilize their email and ticket ID to access help pages.

Overview of osTicket Features

  • Agent collision avoidance
  • Assign and transfer tickets
  • Configurable automatic reply
  • Configurable help topic
  • Custom fields
  • Custom help topic forms
  • Customer support portal
  • Dashboard reports
  • Internal notes to tickets
  • Rich text or HTML email
  • Rules to route incoming tickets
  • Service Level Agreements
  • Ticket filters

osTicket Position In Our Categories

Position of osTicket in our main categories:

100

osTicket is one of the top 100 Help Desk Software products

100

osTicket is one of the top 100
Help Desk Software products


If you are interested in osTicket it may also be beneficial to investigate other subcategories of Best Help Desk Software gathered in our base of B2B software reviews.Industry-Specific Help Desk Software, Service Desk Software

Every company has different requirements and needs an application that can be customized for their size, type of workers and buyers, and the particular industry they are in. For these reasons, no system can provide perfect features out-of-the-box. When you search a software app, first be sure what you need it for. Read some osTicket reviews and ask yourself do you need basic tools or do you require advanced features? Are there any industry-specific tools that you are searching for? Find the answers to these queries to help your search. There are plenty of aspects that you need to reflect on and these include your finances, particular business wants, your company size, integration requirements etc. Take your time, try out a few free trials, and finally select the system that presents all that you need to boost your company competence and productivity.

How Much Does osTicket Cost?

osTicket Pricing Plans:

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

User Satisfaction

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and osTicket reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with osTicket. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

17

NEGATIVE SOCIAL MENTIONS

3

Technical details

Devices Supported
  • Windows
  • Mac
Language Support
  • USA
  • Canada
  • Europe
Pricing Model
  • Freemium
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Medium Business
  • Freelancers
Deployment
  • On Premise
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • TRAINING

osTicket User Reviews

What are osTicket pricing details?

osTicket Pricing Plans:

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

What integrations are available for osTicket?

No information available

User reviews


User reviews in total: 2

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Average Rating:

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The most favorable review

Perry P.

9 months ago


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.

The least favorable review

Cindy S.

10 months ago


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.

Published 9 months ago
Verified
user
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...



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Published 10 months ago
Verified
user
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...



What do you think about this review? Great Poor

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