osTicket Pricing, Features, Reviews & Comparison of Alternatives

osTicket

Customer support ticket system

4.26/5 (35 reviews)

osTicket overview

osTicket offers a free open source ticket management and customer support solution for companies of all sizes, particularly small and medium businesses. The software can be used to collect tickets and assign custom fields to each ticket, creating a list of data associated with each ticket that can be shared on the knowledgebase for clients. You can create auto-response templates for incoming email tickets and rich text HTML allows you to add your logo, images and videos to tickets.

The ticket filter tool provided by osTicket allows you to define routing rules for tickets so that tickets are sent to the correct person or department. Tickets can also be reassigned if they have not been received by the right person, and notes of all actions are logged in the ticket thread. You can also define automatic actions for each ticket, such a canned response. The ticketing software helps further streamline operations by avoiding agent collision using the ticket locking tool. Further features include an auto-responder, customer portal and dashboard reports.
osticket.com

Pricing

Pricing options
Value for money
View Pricing Plans

Business size

S
M
L

Markets

United States, Canada, Europe

Supported languages

English
osTicket screenshot: Monitoring ticket activity in osTicketosTicket screenshot: Managing help topics in osTicketosTicket screenshot: Ticket detail view in osTicketosTicket screenshot: Managing open tickets in osTicketosTicket screenshot: Creating custom forms in osTicketosTicket screenshot: osTicket managing overdue tickets

osTicket reviews

Value for money
Features
Ease of use
Customer support
  4.8
  4.2
  4.1
  4.0
Anonymous

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

Used daily for 2+ years
Reviewed 2018-06-05
Review Source: Capterra

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 Importantly it also allows us to have a historical reference of all problems, outages, etc.osTicket is the best open source ticking system out there.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.

Read the full review

Anonymous

Free and easy to setup support ticket system to deliver a great user support experience.

Used daily for 1-2 years
Reviewed 2018-01-14
Review Source: Capterra

Being free to use and easy to implement and setup, osTicket is suitable for non-profit and small business. osTicket offers large set of features and options that enables to customize and deliver great user support experience for example you can create custom departments, customize support system pages and modify ticket fields like adding additional ticket fields. osTicket is a very customizable support ticket system that offers many options to help customize all aspects of user support experience like the ability to customize departments, emails sent to user, pages and alerts. osTicket offers an easy to setup knowledge base of frequently asked questions to help minimize support requests.

Read the full review

Anonymous

Perfect software for my ecommerce website support portal

Used daily for 2+ years
Reviewed 2018-07-16
Review Source: Capterra

When my ecommerce business started to take off and we were placing 400 orders a day, we needed something better than just an email inbox to manage customer service. With osTicket, I can manage my several customer service managers and inboxes to ensure we are utilizing our time in the best way possible, and serving our customers needs effectively. osTicket was the perfect addition to our toolbelt, and after trying alternatives, this was still the front runner.

Read the full review

Anonymous

Backbone Ticketing For Tech

Used daily for 2+ years
Reviewed 2019-02-17
Review Source: Capterra

Overall OSTicket lets our tech and maintenance teams address issues in a timely fashion. It is pretty simple to use and therefore easier than some systems for our less technical staff.The software allows our staff to create trouble tickets for both tech and maintenance. The incorporation into out email system (Gmail) easily lets staff create these tickets through simple emails. More advanced users can log into the portal and track all of their open tickets.

Read the full review

William Fulton

Support tickets, email notifications, mobile app, all relatively easy to use

Used daily for 2+ years
Reviewed 2018-06-26
Review Source: Capterra

Support ticket software, for free. But not the best feature set around.Ticket tracking and email notification Tasks can be added to tickets for additional steps before a ticket can be closed. User management is fairly easy, and users can be organized by teams and departments Files can be attached to the ticket. A Paid Mobile app allows for simple ticket management.

Read the full review

osTicket pricing

Pricing options
Free
Open source
Subscription
View Pricing Plans

Opensource

osTicket features

API (261 other apps)
Access Control (75 other apps)
Activity Dashboard (117 other apps)
Activity Tracking (66 other apps)
Alerts / Escalation (57 other apps)
Application Integration (69 other apps)
Auditing (81 other apps)
Automatic Notifications (102 other apps)
Collaboration Tools (66 other apps)
Data Import/Export (83 other apps)
Drag & Drop Interface (86 other apps)
Monitoring (185 other apps)
Projections (63 other apps)
Real Time Data (77 other apps)
Real Time Monitoring (83 other apps)
Real Time Reporting (65 other apps)
Reporting & Statistics (72 other apps)
SSL Security (69 other apps)
Third Party Integration (117 other apps)
Workflow Management (74 other apps)

Additional information for osTicket

Key features of osTicket

  • 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
View All Features

Benefits

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.