Compare Zendesk Support vs osTicket

See this
comparison of Zendesk Support vs. osTicket
based on data from user reviews. Zendesk Support rates 4.2/5 stars with 1,666 reviews. osTicket rates 4.5/5 stars with 26 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Essential
$5
/month
Self Hosted
 
Team
$19
/month
Cloud Hosted
 
Professional
$49
/month
 
Enterprise
$99
/month
 
Free Trial
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial
osTicket
Self Hosted
Cloud Hosted
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.7
8.8
Ease of Use
Ease of Use
8.6
7.9
Ease of Setup
Ease of Setup
8.2
7.9
Ease of Admin
Ease of Admin
8.3
8.2
Quality of Support
Quality of Support
8.3
6.5
Ease of Doing Business With
Ease of Doing Business With
8.4
8.3
Product Direction (% positive)
Product Direction (% positive)
7.6
8.7
Meets Requirements
Zendesk Support
8.7
osTicket
8.8
Ease of Use
Zendesk Support
8.6
osTicket
7.9
Ease of Setup
Zendesk Support
8.2
osTicket
7.9
Ease of Admin
Zendesk Support
8.3
osTicket
8.2
Quality of Support
Zendesk Support
8.3
osTicket
6.5
Ease of Doing Business With
Zendesk Support
8.4
osTicket
8.3
Product Direction (% positive)
Zendesk Support
7.6
osTicket
8.7

Features

Ticket and Case Management
Ticket creation user experience
Zendesk Support
8.9
osTicket
8.6
Ticket response user experience
Zendesk Support
8.7
osTicket
8.6
Workflow
Zendesk Support
8.5
osTicket
8.2
Response Automation
Zendesk Support
8.4
osTicket
8.5
SLA Management
Zendesk Support
8.2
osTicket
8.0
Attachments/Screencasts
Zendesk Support
8.4
osTicket
7.8
Ticket Collaboration
Zendesk Support
8.6
osTicket
8.1
Communication Channels
Customer Portal
Zendesk Support
8.5
osTicket
8.0
Email to Case
Zendesk Support
8.8
osTicket
9.1
Chat/Live Support
Zendesk Support
8.4
osTicket
4.3
Social Integration
Zendesk Support
8.2
osTicket
4.3
Call Center
Make, Receive, and Record Calls
Zendesk Support
8.1
osTicket
Not enough data available
Customer and Contacts Database
Zendesk Support
8.2
osTicket
6.9
Products and Version Tracking
Zendesk Support
8.2
osTicket
6.3
Call Scripting
Zendesk Support
8.0
osTicket
Not enough data available
Interactive Voice Response (IVR)
Zendesk Support
7.9
osTicket
Not enough data available
Self Service/Community
Forums
Zendesk Support
8.1
osTicket
7.9
Knowledge Base
Zendesk Support
8.4
osTicket
7.7
Ideas/Feedback
Zendesk Support
8.1
osTicket
7.6
Q&A
Zendesk Support
8.2
osTicket
8.4
Reporting & Analytics
Social Monitoring
Zendesk Support
8.0
osTicket
Not enough data available
Reporting
Zendesk Support
8.0
osTicket
7.0
Dashboards
Zendesk Support
8.2
osTicket
7.8
Platform
Mobile User Support
Zendesk Support
8.1
osTicket
5.3
ITIL Compliance
Zendesk Support
8.2
osTicket
6.0
Customization
Zendesk Support
8.0
osTicket
7.4
User, Role, and Access Management
Zendesk Support
8.3
osTicket
8.8
Internationalization
Zendesk Support
8.2
osTicket
8.6
Performance & Reliability
Zendesk Support
8.5
osTicket
8.9
Integration APIs
Zendesk Support
8.4
osTicket
6.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
37.8%
57.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
44.9%
34.6%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
17.3%
7.7%
Zendesk Support
Small-Business
37.8%
Mid-Market
44.9%
Enterprise
17.3%
osTicket
Small-Business
57.7%
Mid-Market
34.6%
Enterprise
7.7%

Reviewers' Industry

 
Computer Software
16.9%
Information Technology and Services
19.2%
 
Information Technology and Services
14.7%
Education Management
15.4%
 
Internet
9.3%
Computer Software
11.5%
 
Marketing and Advertising
4.7%
Retail
7.7%
 
Retail
3.8%
Wholesale
3.8%
 
Other
50.6%
Other
42.3%
Zendesk Support
Computer Software
16.9%
Information Technology and Services
14.7%
Internet
9.3%
Marketing and Advertising
4.7%
Retail
3.8%
Other
50.6%
osTicket
Information Technology and Services
19.2%
Education Management
15.4%
Computer Software
11.5%
Retail
7.7%
Wholesale
3.8%
Other
42.3%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Cody S.
Administrator in Consumer Services

I like that the self hosted version is completely in your hands as far as look and feel. I like that it just works, and we don't have to pay 50-100 per user per month. This saves us anywhere from 600-1200 a year, and thats if we only have 1 user. Currently,...

Most Helpful Critical Review
Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Joseph H.
Agency in Libraries

The product has an unfinished feel about it. There are almost no integration with other services. Much of the things I do like about this are things that I dislike. The admin interface feels like it is designed for the team that coded it. The front end has...

 
Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

osTicket
Most Helpful Favorable Review
Cody S.
Administrator in Consumer Services

I like that the self hosted version is completely in your hands as far as look and feel. I like that it just works, and we don't have to pay 50-100 per user per month. This saves us anywhere from 600-1200 a year, and thats if we only have 1 user. Currently,...

Most Helpful Critical Review
Joseph H.
Agency in Libraries

The product has an unfinished feel about it. There are almost no integration with other services. Much of the things I do like about this are things that I dislike. The admin interface feels like it is designed for the team that coded it. The front end has...

Screenshots

 
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