4.3
Overall rating
Reviews

4.3
Overall rating
Reviews

About osTicket

osTicket is an open source help desk management solution that offers ticket management and IT asset management within a suite. The system can only be deployed in the cloud and is suited for small and midsize enterprise customers. The software features a built-in customer portal that allows users to submit tickets and track the status of their requests. With the help of "auto assign," incoming tickets are then automatically routed to the most suitable departments and staff members based on the requests. Once a ticket is sent, the software also sends an automated email response to the users to keep them updated on the status of their requests. With interactive dashboards and reporting modules to prepare customized reports, the IT department can gain complete visibility into help desk operations and make effective decisions regarding staffing levels and ticket handling procedures.
osTicket Software - Ticket activity
osTicket Software - Help topics
osTicket Software - Ticket thread
osTicket Software - Ticket list
osTicket Software - Custom form
osTicket Software - Locked ticket
osTicket Software - Ticket activity - thumbnail
osTicket Software - Help topics - thumbnail
osTicket Software - Ticket thread - thumbnail
osTicket Software - Ticket list - thumbnail
osTicket Software - Custom form - thumbnail
osTicket Software - Locked ticket - thumbnail

osTicket pricing

osTicket has a free version. osTicket paid version starts at US$9.00/month.

Starting Price:
US$9.00/month
Free Version:
Yes
Free trial:
No

Alternatives to osTicket

ManageEngine ServiceDesk Plus

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well...

osTicket Reviews

Feature rating

Value for Money
4.8
Functionality
4.2
Ease of Use
4.3
Customer Support
4.0
5 reviews of 51 View all reviews
Kyle
Kyle
  • Industry: Construction
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 08/06/2017

Great Help Desk Ticket System

Pros

oS Ticket has been a great IT Help Desk system for our company. Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk. The system allows for tickets to be assigned to different technicians, change hands, and keeps a detailed note/tracking of everything associated with the ticket. There are a lot of great reports as well, including # of tickets closed, average response time, etc.

Indrawan
  • Industry: Hospital & Health Care
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 06/09/2021

OsTicket can provide what we need

my experience use this osticket is satisfy. this can very useful especialy if you are the first time use ITSM and ticketing management.

Pros

this ticketing system can have many categorized and element. so it is more easier to you while make your own form.

Cons

i think os ticket must build some business intelegent dashboard or make a decision report for management.

Alternatives Considered

ManageEngine ServiceDesk Plus

Reasons for Switching to osTicket

osticket is usefull if you compare with the price. the price is lower than manage engine. but in the feature, osticket is not bad at all.
Aravinth
Aravinth
  • Industry: Food & Beverages
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
0

3
Reviewed on 25/04/2023

Great helpdesk system | Opensource and Paid version

I've worked with several OSTicket versions for more than five years, from 1.5 to 1.17. further, i have implemented both the self-hosted and cloud versions for a number of organizations. this can be very useful especially if you are the first time using ITSM and ticketing management.

Pros

OS Ticket has been used as an IT Help Desk system and incident management systemEmail integration (O365 /Google workspace)Department-wise ticket number generation Help topic-wise SLAVery easy version upgrade for on-prem

Cons

Version 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple systems with OSticket)Email fetch time issue - it takes more time to fetch the mail than what we configured in the systemVersion 1.17 has an issue with one DB view - department-wise ticket countAuto escalation not available

Alternatives Considered

Jira, Freshdesk and Zoho Desk

Reasons for Switching to osTicket

OS Ticket has been used as an IT Help Desk system and incident management system for our company. Also, Users can easily send in a help request via email, for ticket generation and alerts to our help desk. Open Source edition with maximum features available. Very easy configuration as admin.
Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 14/11/2021

If Issue tracking and Ticket management is your requirement, osTicket is your choice.

As a free opensource tool, osTicket is great. We used it in our startup and my current company which is really good. It does ticket management really well. There are loads of customization, it's easy to use and can even work in a small hosting environment.

Pros

Fast, quick and easy to setup. OpenSource so can be self-hosted.

Cons

Some file types are not supported as attachments. A bit obsolete in terms of technology but does the job.

Alternatives Considered

Freshdesk

Reasons for Switching to osTicket

Open Source community and well tested by the community.
Verified Reviewer
  • Industry: Individual & Family Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 05/06/2018

Rock solid, no problems or outages related to the software for over 9 years!

This software gives our employees a place to report problems to multiple departments and receive timely answers to their technical issues. It allows us to measure metrics for performance, and see trends in issues. Importantly it also allows us to have a historical reference of all problems, outages, etc.

Pros

osTicket is the best open source ticking system out there. Did I mention that it's free? It's fairly easy to customize and is very intuitive! It has an active support forum and community supporting it. There are third party developers that have created (free and paid) plugins and modifications to help others customize their system to their environment and companies needs.

Need paid support or hosting? Need custom installation services? Have a feature that isn't available that you need? Enhancesoft, the parent company that owns and pays developers to work on the project, offer all of that.

Cons

There are a couple of features that I think are important that this type of product has, and they [the developers] have been really slow to implement them. Responsive Themes being the biggest of these. While you can modify it to make your own themes this type of feature is needed. note: Devs have promised this with the forth coming 2.0 release.

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