Price

$9

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osTicket REVIEW

Help Desk Software

7 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 a good idea to check out other subcategories of Best Help Desk Software collected in our database of SaaS software reviews.Industry-Specific Help Desk Software, Service Desk Software

Each company is different, and might require a particular type of Help Desk Software solution that will be adjusted to their business size, type of clients and staff and even individual niche they support. You should not count on finding a perfect solution that will be suitable for each company regardless of their background is. It may be a good idea to read a few osTicket reviews first and even then you should remember what the service is supposed to do for your company and your employees. Do you require an easy and intuitive app with just elementary features? Will you actually use the complex functionalities needed by experts and big enterprises? Are there any specific features that are especially practical for the industry you operate in? If you ask yourself these questions it will be much easier to locate a reliable solution that will match your budget.

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

73

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

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: 7

6
1
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Average Rating:

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The most favorable review

Matt

5 months ago


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.

The least favorable review

Myron

2 months ago


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.

Published 2 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 5 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 6 months ago
Verified
user
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...



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Published 7 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
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...



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Published 9 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...



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