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osTicket REVIEW

Help Desk Software

7 user reviews
USER SATISFACTION N/A
OUR SCORE 7.1

What is osTicket?

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.

Overview of osTicket Benefits

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.

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 Softwareproducts

100

osTicket is one of the 100
Help Desk Software products


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

Since each company has particular business wants, it is prudent for them to abstain from seeking a one-size-fits-all ideal software solution. Needless to say, it would be pointless to try to find such an app even among market-leading software solutions. The intelligent thing to do would be to list the various vital elements that need consideration such as required features, finances, skill levels of workers, company size etc. Then, you should do your groundwork thoroughly. Read some osTicket reviews and look into each of the other systems in your shortlist in detail. Such comprehensive groundwork can make sure you weed out ill-fitting platforms and choose the app that presents all the aspects you require for business success.

How Much Does osTicket Cost?

osTicket Pricing Plans:
Free trial
Free osTicket
Free
Basic
$9 per agent/month
Standard
$12 per agent/month
Premium
$16 per agent/month

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

0

NEGATIVE SOCIAL MENTIONS

0

Technical details

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

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TRAINING

osTicket User Reviews

What are osTicket pricing details?

osTicket Pricing Plans:
Free trial
Free osTicket
Free
Basic
$9 per agent/month
Standard
$12 per agent/month
Premium
$16 per agent/month

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
0
0
0

Average Rating:

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The most favorable review

Jeanne

11 months ago


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.

The least favorable review

Myron

11 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 11 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...



1 person thinks this review is helpful

What do you think about this review? Great Poor
Published 11 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 12 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...



What do you think about this review? Great Poor
Published 2 years 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
Published 2 years 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...



What do you think about this review? Great Poor
Published 2 years 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 2 years 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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