osTicket Features

osTicket

Customer support ticket system

4.29/5 (45 reviews)

Competitor Feature Comparison

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Auto-Responders
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Community Management
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Drag & Drop
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
IVR / Voice Recognition
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Web Forms
Widgets
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Auto-Responders
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Community Management
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Drag & Drop
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
IVR / Voice Recognition
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Web Forms
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Auto-Responders
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Community Management
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Drag & Drop
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
IVR / Voice Recognition
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Web Forms
Widgets
Workflow Configuration
Workflow Management
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osTicket Feature Reviews

25 reviewers had the following to say about osTicket's features:

Indrawan I.

OsTicket can provide what we need

2021-09-06

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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William F.

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

2018-06-26

But not the best feature set around.

Pros

Ticket tracking and email notification Tasks can be added to tickets for additional steps before a ticket can be closed.

Cons

Notifications and team/department access seems haphazard and a bit of an afterthought.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Education Management company, 51-200 employees)

Backbone Ticketing For Tech

2019-02-17

It is pretty simple to use and therefore easier than some systems for our less technical staff.

Pros

More advanced users can log into the portal and track all of their open tickets.

Cons

It would be nice to have a heftier reporting feature or trend management built in.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Machinery company, 501-1000 employees)

Great software

2019-01-16

We implemented this software to better track the problems encountered by our clients and to better assist them.

Pros

You get reports so you can keep track of your statistics. Its easy to setup and install and you can host it on your own servers.

Cons

Search function is terrible.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Eva K.

osTicket - Issue Tracking Made Easier

2021-04-15

Pros

User is able to export tickets quickly using the filtering option of, Assignee, ticket status, and date.

Cons

It lacks the option to automatically close an overdue ticket after a particular time. There should be an option to reassign a ticket to the next person, if its overdue

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Raúl M.

Free self hosted version helped us organize support

2018-03-31

Better management of issues for free.

Pros

It's been a real improvement since now we can follow up on statuses and history of the issues our customers face.

Cons

The initial setup took us more than we spected but it was worth it as now we save a lot of time and customers are happier.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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rafeeque c.

osticket open source and easy to implement

2018-03-29

Pros

its a open source PHP easy edit to program don't need any PHP professional development skill reporting system is excellent we can customize as per ours requirement

Cons

sms integration should be there and email response excellent need more option for alert ticket reporting and user base very comfortable

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
1 of 1 people found this review helpful
Helpful?   Yes   No
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sai p.

Its easy and user friendly

2017-11-07

Pros

The way of answering the tickets is prety much easier on os tickets and ot helps the user to assign the tickets to any one from staff and the notification of alerts look good

Cons

Filters doesn't work good its really hard to filter tickets based on the name or client name it should be done better and add few addtional options to advance filter

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
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Adam P.

Best open source Ticket system EVER!

2018-05-04

love it Free and Great helpdesk software !

Pros

osTicket save us a ton of time with the FAQ feature that allows our end users to look up and answer without submitting a ticket.

Cons

I wish they would modernize the UI. The UI is about 10 years behind as of 5/2018.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Jose C.

It gets the job done without the clutter

2018-04-04

Pros

It has a very ease to use API to make osTicket work with external systems like call center and CRM.

Cons

The search functionality needs some work.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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Gerson O.

Flexible and very user friendly software

2018-12-06

It's a good and free platform!

Pros

Being free to use and easy to implementation gives us a huge savings in our organization. osTicket offers large sets of free plugins and options that enables to customize the osTicket dashboard based on your organization.

Cons

Initial installation can be difficult if you have never do this before. There are many services to be setup just to get it work.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
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Alfredo J.

Leading open-source ticket management

2021-04-17

Pros

All advanced ticket management features are available, including routing and templates.

Cons

Integrating into my workflow was challenging, since it would usually require developing a module by code.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Internet company, 11-50 employees)

It suited our needs at the time

2019-08-31

Like a I said in the title it fitted our needs at the time, but as we improved our system we found that we had outgrown the software.

Pros

It's easy of use is second to none.

Cons

From a visual perspective it looks out of date and it's lacking feature which people nower days probably want like reporting.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Individual & Family Services company, 201-500 employees)

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

2018-06-05

This software gives our employees a place to report problems to multiple departments and receive timely answers to their technical issues.

Pros

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.

Cons

While you can modify it to make your own themes this type of feature is needed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Joe V.

osTicket, the free opensource helpdesk solution

2019-02-09

However, for free you can use another solution (such as FreshDesk) which is much easier to setup.

Pros

This allows me to control every aspect, including any data entered into the system.

Cons

Setting this up is a pain. I am familiar with Linux, but it took a good bit of troubleshooting to get this working in LTS 18.04.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Lakshmi Deepak K.

Ticketing software for supporting customers

2018-11-21

Pros

Ticket management solution for supporting end users of a company

Cons

for open source, only community support is needed.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Kyle M.

Verified Reviewer

Great Help Desk Ticket System

2017-06-08

Pros

Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Anonymous
(Computer Networking company, 1-10 employees)

Free tickets system

2018-10-12

Pros

I like that is free, the installation is easy and the software is user friendly. osTicket is a customizable ticket system that offers some nice features like email notifications.

Cons

It took me quite some time to configure.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Paul T.

Great feature packed helpdesk system.

2018-03-12

Pros

Great feature packed helpdesk used to track and log support questions from our website.

Cons

Not easy to configure, took me a while to get my head round configuration, possibly a simpler interface would be good.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

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

2018-01-14

Pros

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.

Cons

osTicket lacks some important options and features like the option to automatically close tickets after a certain period of time, an option to disable Overdue behavior and the lack of custom themes of both user and agent interfaces.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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joel s.

OS Ticket Review

2021-06-09

Good ticketing system if you need many options, good if you have multiple types of supporting agent that deals with different departments.

Pros

Easily see the upcoming tickets and you can reassign tickets to other agents and set the ticket to new

Cons

Too much of information on the dashboard that can cause confusion

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Shawn B.

osTicket

2019-12-20

Overall osTicket has significantly helped me streamline our IT support in a mid-sized company.

Pros

It has all the best features, is easy to set up, deploy, and maintain and is fully customizable.

Cons

It's open-source and the developers monitor their support forums well so issues can be resolved in a timely manner.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Tyler A.

Free and Easy!

2018-03-19

Pros

This software is easy to deploy, just git clone from https://github.com/osTicket/osTicket Feature packed and ready for SMB deployment on your own servers.

Cons

For out of the box ticketing system, this software has no real downsides.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 201-500 employees)

osTicket

2018-12-27

So far great experience.

Pros

Great simple application for support ticket. I am using this app for the past 8 years or more. For someone looking for a basic ticketing system, this is the one. Since the app is opensource, no need to pay for it. lately they have paid hosted versions. I am running mine in my own server. For me this works perfectly as a ticketing platform. You can create web tickets or email tickets.

Cons

Reporting can be better.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Giorgi G.

Probably Best Free Customer Support Platform ever.

2016-11-08

Basically, there is just one simple page of "Statistics" that shows the quantity of the tickets and some basic stuff and that's all.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more