Additional information for osTicket
Key features of osTicket
View All Features
- Custom Fields
- Rich text or HTML email
- Ticket Filters
- Rules to route incoming tickets
- Configurable help topic
- Agent Collision Avoidance
- Assign and Transfer tickets
- Configurable automatic reply
- Internal notes to tickets
- Service Level Agreements
- Customer support portal
- Dashboard reports
- Custom help topic forms
Custom Fields: Create custom fields, forms and listing can be added to each web ticket or for specific help topics.
Ticket Filters: Use filters to route incoming tickets and set automatic actions such as ticket rejection, department assignment, and canned responses.
Agent Collision Avoidance: You can lock tickets so that multiple agents do not respond to the same request. You can set the amount of time the ticket remains locked for.
Service Level Agreements: Create as many SLA plans as you wish and associate them with help topics, departments or ticket filters. Get overdue alerts and notifications on due dates missed.
Customer Portal: All support requests and responses are automatically archived and saved to a customer self-help portal. Users can log in with their email and ticket ID to access help pages.