# osTicket Reviews **Vendor:** osTicket **Category:** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace) **Average Rating:** 4.4/5.0 **Total Reviews:** 44 ## About osTicket osTicket is an open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. ## osTicket Reviews ### 1. Best ticketing and tasking platform for a business **Rating:** 4.5/5.0 stars **Reviewed by:** Prithvi H. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2024 **What do you like best about osTicket?** Osticket is very easy to use, you can use the search parameter to filter out the tickets and also the best part is that you can assign the tickets to a different team or agent. One more aspect I like is the task creating and tracking l, this is very helpful to create and assign tasks internally. **What do you dislike about osTicket?** Overall I have nothing to dislike about this, however sometimes the search function might get delayed depending on the number of tickets that are in the pool **What problems is osTicket solving and how is that benefiting you?** Osticket is helping the organisation to easily assign the tickets to relevant teams automatically. The internal notes helps a lot to convey the findings to the next team before assigning ### 2. It has everything what we need to do the efficient support system **Rating:** 3.5/5.0 stars **Reviewed by:** devmansur R. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2024 **What do you like best about osTicket?** It has everything what we need to do the efficient support system, and it's simple php code. It's in active development in github. And it has support forums. Which helps. To solve any issue. **What do you dislike about osTicket?** The design, the current design is bit old, and the dashboard is not mobile responsive. I asked them to update. But they do the want to do it now for some reason. I used third party dashboard Theme plugin which solved the issue of the mobile responsive and good looking design for Agent and Admin Area. **What problems is osTicket solving and how is that benefiting you?** It's easy to keep all query in one place, and assing to the agents. ### 3. Overall a good support ticketing software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** April 23, 2023 **What do you like best about osTicket?** The best thing about osTicket is the ease of integration through different medium and the ticket tracking. Also the canned response is one of the productive feature. **What do you dislike about osTicket?** It is little difficult to find any particular ticket if you don't know the ticket number and also the UI is little bit old times type which gives retro software feel. **What problems is osTicket solving and how is that benefiting you?** We have implemented it for our company to provide support to the existing user where they can raise the ticket for any support query and our agent can respond back to that query and also it is used for giving centralized email access to each executive. ### 4. OS Ticket still working after 8 years **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2023 **What do you like best about osTicket?** Its simple interface and easy to use We used osticket for our official ticket resolution since 2015 **What do you dislike about osTicket?** Very Bad UI Its not good at all also we have not upgraded to the latest one thatswhy it also seems not good. **What problems is osTicket solving and how is that benefiting you?** We are managing all our tickets with the OS ticket system ### 5. Extendable and Well Supported **Rating:** 5.0/5.0 stars **Reviewed by:** Nicholas O. | ICT Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about osTicket?** OSTicket is a great first point of contact for keeping requests from our customers organised. We can then assign these requests or tickets to the appropriate department within our organisation. **What do you dislike about osTicket?** OSTicket does run on an older PHP Framework. So, it can be a little slow and feel outdated. But, the features it has are what enables this software to still be chosen as Support System for SMEs. **What problems is osTicket solving and how is that benefiting you?** OSTicket serves as the central point that enables all problems and requests to be captured and then allows us to distribute to the appropriate department or resource. ### 6. Clean and simple helpdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2023 **What do you like best about osTicket?** Its really easy to use and a great way to manage your incoming jobs. **What do you dislike about osTicket?** More css/customization options would be nice. Had to go into the PHP to make the table full width for a modern display. **What problems is osTicket solving and how is that benefiting you?** It makes it easy to track my jobs and create a priority order ### 7. The best ticketing ever **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2023 **What do you like best about osTicket?** Os tickets were very useful as it is very fast and accurate **What do you dislike about osTicket?** There is no dislikes in os tickets as it satisfies all the needs **What problems is osTicket solving and how is that benefiting you?** It solves all my problems that I'm looking for ### 8. Great open source ticketing solution, for use as an by an internal IT team **Rating:** 4.0/5.0 stars **Reviewed by:** Grant G. | Helpdesk Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 04, 2022 **What do you like best about osTicket?** Simple layout and very easy to use, as well as setup and maintain. Also, open-source so plenty of support is available online both from the developers and third parties alike. **What do you dislike about osTicket?** Not great for a multi-site/multi-customer setup for an MSP, however as it was a free offering and only temporary this wasn't all that surprising. Could also benefit from better reporting functionality, though this is available via third-party add-ons. **Recommendations to others considering osTicket:** Great for use as an internal ticketing solutions, but not necessarily if you're supporting multi-site customers. **What problems is osTicket solving and how is that benefiting you?** A stop-gap ticketing system between bigger and better solutions. ### 9. Free and simple ticket system **Rating:** 3.5/5.0 stars **Reviewed by:** César G. | Senior Software Development Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **What do you like best about osTicket?** osTicket can be self-hosted, so we don't have to depend on 3rd party services and unwanted changes as we can update at our own pace. A feature that we regularly use is adding additional collaborators to an opened ticket so someone more capable in the area can troubleshoot the problem. **What do you dislike about osTicket?** The translations have problems applying to the email templates, so we had to rewrite all the templates by hand with our language. This bug is very old and is still not fixed on the newest version. The software also doesn't have an official Docker image, so we had to roll our own image to keep it updated. **What problems is osTicket solving and how is that benefiting you?** We use the system to centralize all the incoming support requests from phone calls, emails, and other media (like WhatsApp). The time to solve our client's problems has decreased since switching as we no longer have to check endless email chains. ### 10. Usage of OsTicket **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2022 **What do you like best about osTicket?** It was edittable according to our needs and we could change some features as we wanted. Even if we used the free version of this tool, it was good enough for the business we ran. **What do you dislike about osTicket?** It worked fine and well without any issues. We just had some issues but they were caused by our developers not the OsTicket itself. **What problems is osTicket solving and how is that benefiting you?** We were keeping the tickets from the clients and updating them when necessary. We used the free version but it was still good enough for our work. It was easy to control and keep updated the complaints, requests and updates that we got from the clients and our workmates. ### 11. Great for a beginner helpdesk **Rating:** 3.5/5.0 stars **Reviewed by:** Rachel W. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2022 **What do you like best about osTicket?** Customizable, user-friendly, great setup **What do you dislike about osTicket?** reporting, lack of follow up workflows, KPIs **What problems is osTicket solving and how is that benefiting you?** Helpdesk software for client issues ### 12. Decent Solution! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2021 **What do you like best about osTicket?** I like the email integration along with the assignments. Its very easy to identify a client and who needs to work on the ticket. **What do you dislike about osTicket?** It strips coding! Im sure this is by design but its above my head. If a client sends me a but of code it is removed in the message. **Recommendations to others considering osTicket:** Take some time to read up and train yourself. It will be better down the road. **What problems is osTicket solving and how is that benefiting you?** Solving client issues quickly and effeciently. ### 13. OS Ticket is my rock **Rating:** 5.0/5.0 stars **Reviewed by:** Adam J. | Technical Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2021 **What do you like best about osTicket?** It is easy to learn and does what you expect it to without any difficult learning curved. **What do you dislike about osTicket?** Sometimes emails customers send with complex bodies like forwarding and coloring may not show all the time **What problems is osTicket solving and how is that benefiting you?** No notable problems on a regular basis ### 14. Great System! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2021 **What do you like best about osTicket?** It works well among different departments. **What do you dislike about osTicket?** It can be hard to search for specific topics in tickets. **What problems is osTicket solving and how is that benefiting you?** osTicket is the most effective way to help people with technical issues. I love the priority feature as well as automatic responses for easy-to-answer questions that are asked often. ### 15. OSTicket Thoughts **Rating:** 4.0/5.0 stars **Reviewed by:** Jessica Y. | Customer Support Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2019 **What do you like best about osTicket?** OSTicket enables multiple users to view and work within the same ticket in order to provide greater support to clients and meet SLAs. OSTicket is able to integrate with email systems in order to provide an email address which will then auto-generate a ticket when an email is received. OSTicket allows us to tag tickets to Help Topics for tracking. **What do you dislike about osTicket?** OSTicket does not allow users to copy/paste full xml within the body of an email. When pasting screenshots or directly from an Excel spreadsheet you need to do work arounds in order for them to paste properly into the body of a ticket. It would be great to have additional dashboards and reporting functionality. **Recommendations to others considering osTicket:** OSTicket is great dependent on your needs. Definitely try a demo of the product first and see if it meets your needs. Check out the forums, they can be extremely helpful. **What problems is osTicket solving and how is that benefiting you?** We are able to respond to our partners in a timely and organized manner. We are able to provide some statistical reporting for the work our team is doing. We are able to track emails and our responses. ### 16. osTicket Review. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 22, 2020 **What do you like best about osTicket?** It's indeed incredibly simple while using, quite straightforward, and be used with each enterprise. **What do you dislike about osTicket?** It is very difficult to really get installed originally, however until we start, it wouldn't be that tough to keep it consistent. **What problems is osTicket solving and how is that benefiting you?** Currently, we seem to provide a better structured comprehensive solution inside the company. ### 17. Good Ticket System **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** September 02, 2020 **What do you like best about osTicket?** Easy to use, Open Source, Good User interface **What do you dislike about osTicket?** Not all functionalities of modern SaaS Ticket Systems (Chat, Social Integration) **What problems is osTicket solving and how is that benefiting you?** Answer Tickets fast, easier handling of support team ### 18. Easy to use and free ticket system **Rating:** 4.5/5.0 stars **Reviewed by:** Anil S. | SaaS Commercial & Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 10, 2019 **What do you like best about osTicket?** That it is free forever as long as you are willing to install and host it yourself. The system keeps track of ticket history and time to complete helping us to keep track of our KPIs and statsitics for support. It is integrated with our email system so users do not have to log a ticket on a certain website they can simply mailto support@ and the ticket system handles it. The user registration process is seamless and requires no manual intervention to set people up on the system - after reorientation any further tickets are assigned to the reporter under their profile too. **What do you dislike about osTicket?** The UI could be a bit better, it is somewhat dated and out of line with it's competitors. The handling of attachments and document libraries could also be much smoother from a UX perspective as there is no document library function and they appear inline in the tickets instead. The statistics page is unclear with no units available to understand what the charts relate to **Recommendations to others considering osTicket:** Ensure you have the ability and infrastructure to be able to host this platform yourself if you wish to take advantage of it's free forever model. There is however a comprehensive forum available online (and hosted by the company) which is full of people that are more than happy to help. We have used these forums on several occasions successfully. **What problems is osTicket solving and how is that benefiting you?** Handling support tickets for users of our platform, hosting of knowledge base for users of the platform. ### 19. Simple ticket creation tool **Rating:** 4.5/5.0 stars **Reviewed by:** Jorge C. | Asesor de Operaciones, Small-Business (50 or fewer emp.) **Reviewed Date:** July 09, 2019 **What do you like best about osTicket?** The company in which I work is responsible for providing technical support in the area of telecommunications so we need to have a tool that allows our customers to create tickets with their requests. osTickets fully complies with this task, allows our customers to create tickets and through them we can respond to their requests and solve it. osTicket is an interesting tool because even though it is free, it allows you to customize the software according to the needs of the company. **What do you dislike about osTicket?** Although it is a free tool, it has some shortcomings, such as for example: - The option to close tickets automatically after a certain amount of time - Very few themes for user interfaces and agents - Reports and graphs may be better - Initial configuration can be laborious **Recommendations to others considering osTicket:** Research in the forums for information so that you can customize it as much as possible **What problems is osTicket solving and how is that benefiting you?** We needed a program that would allow our customers to create tickets when they had to request support of any kind, instead of sending us emails directly. ### 20. osTicket is a excellent ticket manager for growing companies **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2019 **What do you like best about osTicket?** Opensource. There is a growing community giving support to the software and is easy to configure on our server. **What do you dislike about osTicket?** Sometimes if you have a weird issue, it takes time to find a specific solution. **Recommendations to others considering osTicket:** Try osTicket, it is free. You will be loved. Is a very good tool for tickets management, unexpensive because is opensource, and has a back up of people's forum talking and giving support to user who need help. I really recommend it. **What problems is osTicket solving and how is that benefiting you?** Ticketing issues for IT Support Department on our company. We can handle our support system through OSTickets on our server. ### 21. Easy peasy! **Rating:** 4.5/5.0 stars **Reviewed by:** Eddie J. | Accounting Clerk, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2018 **What do you like best about osTicket?** What I like best is that customers/clients don't have to have their own accounts/profiles to be assisted. All they have to do is email the specified email address we provide with their request and we recieve it on our end almost instantly. **What do you dislike about osTicket?** I wish you can organize the tickets in a better fasion. The search bar tool doesn't work the best. And the "sort" drop down menu could have better categories to sort by. **Recommendations to others considering osTicket:** I love the fact that it's a self-hosted version. What's more, the ball is in your court when it comes to its look and feel. I love how it functions. We no longer have to resort to paying for having 50 to 100 users monthly. I don't like the fact that it's not as polished compared to other companies in the market. It comes with a lot of features though. Sometimes, such functionality can be a bit cloudy and complex. There will be instances where it can be frustrating especially in the implementation process. We're able to save thousands of dollars yearly thanks to this service. We noticed a cost in efficiency ever since we migrated from Zendesk to this platform. We can also brand this out without worrying about premium payment. As a result, this became a trusted platform with a buttery-smooth experience for today's clients. **What problems is osTicket solving and how is that benefiting you?** Any and all tech request from clients. ### 22. Osticket Is the best for quick and free service desk **Rating:** 4.5/5.0 stars **Reviewed by:** Paul C. | Self, Small-Business (50 or fewer emp.) **Reviewed Date:** December 26, 2018 **What do you like best about osTicket?** Very easy and fast to setup, used to save I.T services when main (paid) desk failed and lost data, OSticket was setup within a day to get us back up and running, while it is free there are some limits **What do you dislike about osTicket?** Lack of support is key, there is no paid support so that can cause problems, the setup (Admin) system is abit confusing at times and the plugin's are very limited compared to other service desk solutions, there are some strange limits to queures in the latest version that also make no sense **Recommendations to others considering osTicket:** Take your time to setup the system as making changes can cause problems at a later date but otherwise a very good free product, there is limited plugin but lots of custom edits in the forums to add in extra features **What problems is osTicket solving and how is that benefiting you?** Fast and quick setup of I.T Service Desk to maintiain support ### 23. Great open source software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2019 **What do you like best about osTicket?** It is insanely easy to use, very intuitive, and is scalable for any industry **What do you dislike about osTicket?** It's kinda hard to get setup initially but once you get going it's not too bad to continually maintain. **Recommendations to others considering osTicket:** It's really great especially considering it's free **What problems is osTicket solving and how is that benefiting you?** We now have a much more organized support process within th eorganization. ### 24. Good for small business **Rating:** 5.0/5.0 stars **Reviewed by:** Brady P. | Associate Customer Technical Support Analyst, Retail, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2018 **What do you like best about osTicket?** I can utilize it on my own server and the API is easy to implement even for basic users. Admins love the ease of responding to and solving tickets and the ability to add common issues to a knowledgebase with ease. Users love they are being heard and in a timely manner with actual solutions due to the streamlining of the system. **What do you dislike about osTicket?** Lack of public knowledgebase, all added by admins on our team. Means issues that may be prevalent to others with the system itself aren’t as easy to solve nor as quick. Also, wish there were more editing controls for the buttons, etc. **Recommendations to others considering osTicket:** If you need a free ticketing system, it doesn’t get any better than this. **What problems is osTicket solving and how is that benefiting you?** I was in need of a simple support system to aid my customers hat wasn’t going to cost me an arm and a leg, this does just that. Perfect for small, developing businesses that can afford systems like ServiceNow or Remedy. ### 25. OsTicket is free if you self host - but it may be worth paying for another product. **Rating:** 2.5/5.0 stars **Reviewed by:** Liam M. | Business Development Executive, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2018 **What do you like best about osTicket?** OsTicket goes through periodic updates that do improve it - but there's a lot left to be desired. However, it's functional and most importantly - free. **What do you dislike about osTicket?** Search function is terrible. Even the advanced form. If I could plug in a product like algolia I'd be much happier. It also has some settings and options that are a pain to figure out and use. Lack of an easy plugin for other services (like Slack) are a drawback when so many of our other products are integrated into our work environment. **Recommendations to others considering osTicket:** do trail other products first as there's probably something better. But this is free and it does work! **What problems is osTicket solving and how is that benefiting you?** Support ticketing - it also functions as a general email mask for those that require it. ### 26. Great Customer Service management tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2018 **What do you like best about osTicket?** Very customizable. Great ability to create auto replies as well as templated replies making dealing with routine problems super easy. Good dashboards to help keep track of KPIs of customer service team. **What do you dislike about osTicket?** Small support network, but good internal customer service. **Recommendations to others considering osTicket:** Set up templates and teams. What a time saver. **What problems is osTicket solving and how is that benefiting you?** Customer service management. Achieved better and easier tracking of issues (over email). Created a smooth system to log customer interactions with the ability to escalate to management or sales as needed. ### 27. Well thought out **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2018 **What do you like best about osTicket?** Very easy to train employees on how to update, respond to, and take care of open tickets. Looks good too **What do you dislike about osTicket?** Installation could be easier but it's nothing a fairly seasoned IT manager can't handle **What problems is osTicket solving and how is that benefiting you?** We used to solve issues through emails alone which got messy fast. osTicket let's us organize them and work through them much more quickly ### 28. Great integration and simple interface **Rating:** 4.0/5.0 stars **Reviewed by:** Phill P. | Head of Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2018 **What do you like best about osTicket?** Its a very straightforward system and allocations and updates on tickets are very clear. Has the ability to created canned responses on the ticket which is great for time saving. Customer responses as well are informative and logical. **What do you dislike about osTicket?** Some of the reports/filters can be a little tricky to filter down to your required results. **Recommendations to others considering osTicket:** Great for a straight forward support ticket system. **What problems is osTicket solving and how is that benefiting you?** Having a centralised support system for communication across the company and a central pool for customer emails to be gathered and assigned to various teams. ### 29. osTicket **Rating:** 4.5/5.0 stars **Reviewed by:** Bryce B. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2018 **What do you like best about osTicket?** I like the clean interface of the Help Desk tickets and the ability to show what is assigned to each member of the team **What do you dislike about osTicket?** At this time, there is not much I would change. The system we use is simple, and it works. **Recommendations to others considering osTicket:** Give osTicket a trial and see if it will suit your work environment. **What problems is osTicket solving and how is that benefiting you?** This website has allowed us to organize out help desk tickets as well as reply chains and internal notes ### 30. Changed our help desk ticket experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2018 **What do you like best about osTicket?** This software has given us the opportunity to complete many more tasks then in the past. Our tech team loves this help desk software and we utilize it daily. **What do you dislike about osTicket?** I can’t say I or my staff have any complaints or dislikes. **Recommendations to others considering osTicket:** The platform is comfortable for all level of users. **What problems is osTicket solving and how is that benefiting you?** We can provide our customers with fast resolutions Nd get immediate feed back from them on the issue they are having. ### 31. OS Ticket Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Cosmetics | Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2018 **What do you like best about osTicket?** How easily it is to adjust to fit each use case. **What do you dislike about osTicket?** The Kangaroo pictures for everyone, petty I know **Recommendations to others considering osTicket:** Try it out, that is how we started and next thing we know most of the other departments in the company are using it as well. **What problems is osTicket solving and how is that benefiting you?** Help desk, facilities, and a few others are using this for a ticketing system ### 32. OsTicket Review **Rating:** 3.5/5.0 stars **Reviewed by:** Keith L. | Executive Director, Environmental Services, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2017 **What do you like best about osTicket?** The customization of themes and plugins. **What do you dislike about osTicket?** Limited functionality and no knowledge base **What problems is osTicket solving and how is that benefiting you?** osticket is good for internal use for team tickets ### 33. Os ticket **Rating:** 4.0/5.0 stars **Reviewed by:** Justin G. | IT Analyst, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2018 **What do you like best about osTicket?** It does the job. You can customize this product. **What do you dislike about osTicket?** There a few things that are difficult to configure but once you familiarize yourself with the system it is fine. **What problems is osTicket solving and how is that benefiting you?** No helpdesk system before ### 34. Easy to setup solution for basic requirements **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2017 **What do you like best about osTicket?** Ease of installation. Installation is a beauty, easy to setup, a bunch of options to configure. **What do you dislike about osTicket?** Need to interact with Switpage ACT! and Compac accounting, inventory and and rolepay Software **Recommendations to others considering osTicket:** Responsive web template to support mobile clients **What problems is osTicket solving and how is that benefiting you?** Customer Service and help desk ### 35. Excellent open source ticket solution **Rating:** 5.0/5.0 stars **Reviewed by:** Andy D. | Technical Support Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2017 **What do you like best about osTicket?** Very easy to use and quite easy for out clients to log tickets. Makes it easy for our customers to easily keep a log of their previous tickets. I also like the fact that it is easy to customise the software, with my limited knowledge of php I have been able to make adjustments as needed to integrate some of our other systems **What do you dislike about osTicket?** Have had issues with embedding links in ticket responses to customers where the ticket system web address has been added in from of the url. Initially we also had some issues with setting up the ability to upload screenshots. **Recommendations to others considering osTicket:** I would certainly recommend hosting the system on your own servers. This gives you must more flexibility with regards to the way you can use the system. **What problems is osTicket solving and how is that benefiting you?** At the time of introducing the OS ticket system our support desk was being overloaded by the number of support calls we were receiving. We had initially tried operating a call back list however this soon became unmanageable as it wasn't possible to add much detail regarding the issue faced by the user. By introducing the ticket system we allowed our customers to log their issue directly into our support desk, Letting them upload screenshots and give detailed information about their issue. We were then able to send them relevant answers via the ticket system, request remote access or arrange a suitable time to call them. This has had a drastic impact on the standard of our customer service. ### 36. Great start but not finished **Rating:** 3.0/5.0 stars **Reviewed by:** Joseph H. | Information Technology Manager, Libraries, Mid-Market (51-1000 emp.) **Reviewed Date:** January 24, 2017 **What do you like best about osTicket?** Easy to use and easy to create tickets. It is open source and easy to install. The administration interface is both easy to find and easy to use. The whole ticketing software feels like it was designed for a programmer by a programmer. I do wish that it was a little bit easier for the common end user. It is nice to find software that is written in hosting friendly software such as PHP and MySQL. This makes it easy to place it on a shared hosting provider and access it remotely. **What do you dislike about osTicket?** 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 no capability to be themed. The theme that is being used is not responsive at all. There is no API to build up your own interface, or mobile app to make it easier to use. To develop plugins for the software you have to jump through so many cryptic hoops that is is not really worth even trying to do it. **Recommendations to others considering osTicket:** If you are not willing to spend money on a ticketing software look at redmine before you invest your time in osTicket. If Redmine is too hard to setup then give osTicket a shot **What problems is osTicket solving and how is that benefiting you?** Help Desk issue tracking. It has helped us keep track of all of the issues that we need to get resolved. ### 37. Free and reliable open source ticket system **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander H. | Debian Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** September 22, 2017 **What do you like best about osTicket?** Easy to install, easy to maintain, easy to customize. **What do you dislike about osTicket?** There is no responsive/fresh design available. **Recommendations to others considering osTicket:** If you want to use it, have a look for commercial template vendors. A responsive theme is a must-have :-/ **What problems is osTicket solving and how is that benefiting you?** Handling customer problems. ### 38. A great open-source IT helpdesk with an outdated design **Rating:** 5.0/5.0 stars **Reviewed by:** David R. | Technical Architect and Developer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 03, 2017 **What do you like best about osTicket?** The massive amount of customization puts this helpdesk ahead of any other hosted solution. As well, the ability to create tickets from from emails is a huge help. **What do you dislike about osTicket?** The systems archaic design puts it behind others in looks, however, this can be fixed by using a custom, responsive theme. **Recommendations to others considering osTicket:** Look into getting a well-designed, responsive theme and get involved in the big community of people using this product. **What problems is osTicket solving and how is that benefiting you?** It provides an easy way for us to manage customer problems in a convenient, organized fashion. ### 39. OS Ticket is my Go To Helpdesk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Don T. | President/CEO/Head Genius, Industrial Automation, Small-Business (50 or fewer emp.) **Reviewed Date:** October 24, 2016 **What do you like best about osTicket?** OS Ticket has a well established user base and development community. We have setup OS Ticket implementations internally as well as for various clients to use. It works well as a Helpdesk system and contains all the basic features required. We like it because it is easy to dive into the code and customize as per the project requirements. **What do you dislike about osTicket?** The older versions suffered from some spaghetti code and poor versioning techniques. However, great strides have been made recently to bring the code up to modern quality guidelines. Again, this only becomes relevant if you are doing deep modifications of the system. With newer offerings of hosted systems, plugins, and the full range of features, this is likely a non-issue for most end users. **What problems is osTicket solving and how is that benefiting you?** OS Ticket implemented as a Helpdesk, either internally or client facing can greatly reduce the burden of managing support cases. We even used it for tracking software development issues as reported by end users. It makes a great triage system and can be fully integrated into other backend components, like Basecamp, Slack, and Trello. ### 40. Fully customizable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 09, 2017 **What do you like best about osTicket?** We have used osticket for about 3 years and it has really reduced our answering times and duplicate emails we were dealing with when just using outlook. **What do you dislike about osTicket?** Only supports MySQL. Would like it to support Microsoft sql. **What problems is osTicket solving and how is that benefiting you?** It has solved a lot of our issues with duplicate emails being answered by 2-3 people with different answers for each one. ### 41. Great for our needs **Rating:** 4.0/5.0 stars **Reviewed by:** Autumn C S. | Project Manager, Co-Owner, Internet, Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2016 **What do you like best about osTicket?** It's got everything we need to help our customers, from the basic ticket system with classifications to a functional knowledge base. **What do you dislike about osTicket?** Honestly, we haven't found any negatives as of yet. It's been everything we need. **Recommendations to others considering osTicket:** It's a great open source ticketing system that should definitely be considered. It should be noted that the Admin panel has a separate and slightly odd path of /scp/login.php. Beyond that quirk, it works well and has customizable help topics, SLAs and auto-responses. **What problems is osTicket solving and how is that benefiting you?** We've got a way to keep track of the issues and requests from clients, including time spent, which developer worked on the issue/request and what the resolution was. It also allows us to proactively assist clients who have similar issues through the knowledge base/FAQ section! ### 42. Alternative to the expensive options out there **Rating:** 4.5/5.0 stars **Reviewed by:** Cody S. | CEO/Owner, Consumer Services, Small-Business (50 or fewer emp.) **Reviewed Date:** December 23, 2015 **What do you like best about osTicket?** 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, we have a team of 10, and this ends up saving us thousands, while still packing itself full of features and updates repeatedly. **What do you dislike about osTicket?** I dislike that its maybe not as polished as other companies out there that do a similar thing. It is loaded with features, but sometimes those features are a little cloudy and complication, and there can certainly be times where this becomes frustrating, especially during implementation. **Recommendations to others considering osTicket:** I would think about whats more important to you; Money or Time. If Money, osTicket is really worth the time, but if time, you might want to reconsider. **What problems is osTicket solving and how is that benefiting you?** We save thousands a year by using this service, and especially in moving from Zendesk to OSticket. We are also able to brand it without paying a premium, and this translates to a trusted and smooth experience for our client base. ### 43. osTicket is a great customer support tool! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** July 22, 2015 **What do you like best about osTicket?** I absolutely love how easy it is to install osTicket and even more importantly, how easy it is for my customers to get in touch with me. I am also thrilled with how osTicket presents incoming tickets, so it is easy for me to quickly respond to support tickets accordingly. osTicket also provides sample HTML email templates as well as a huge customization to everything in their backend. **What do you dislike about osTicket?** Any features that are not currently implemented into osTicket, I have to code myself, as plugins seem to be slightly lacking. This, however, is not a huge deal as I have studied in PHP and can quickly code in features to further customize the system to my liking. **Recommendations to others considering osTicket:** osTicket is a free system that is definitely worth trying. The user interface may not be the most beautiful eye-candy piece of software ever made, but that can all be customized as needed. It is definitely a very functional system to use, however. **What problems is osTicket solving and how is that benefiting you?** As a game developer, it is extremely important to stay in touch with my customers. Whenever customers purchase a game that I have developed, it is important that they are aware that I am one step away should they ever need help. osTicket makes it really easy and painless for customers to send me a quick email via an online web form, where they are then assigned a ticket number to keep track of replies and other information. Through the backend of osTicket (from the administration side), the system easily sorts all incoming tickets in whatever order I prefer; chronological order, ticket priority, ticket status (open/closed/on-hold), etc. ### 44. Powerful Free Ticketing System **Rating:** 4.5/5.0 stars **Reviewed by:** Michael F. | Senior Technical Account Manager, Team Lead, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** October 01, 2013 **What do you like best about osTicket?** osTicket is extremely versatile, and for the SMB market (or for a small dev team) it is a very powerful tool with the ability to extremely customize the tool, all with no price tag. **What do you dislike about osTicket?** As with any free tool, while the community support is great, larger issues can take longer to resolve. **Recommendations to others considering osTicket:** For the SMB market or internal dev teams this tool can be a great asset to you. As you scale your organization (or department) this tool may not stand the test of time as, while it is very customizeable, there are still limitations without going in and heavily modifying the base code. ## osTicket Discussions - [What is ticket support system?](https://www.g2.com/discussions/what-is-ticket-support-system) - 1 comment - [View osTicket pricing details and edition comparison](https://www.g2.com/products/osticket/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-04+06%3A57%3A50+-0500&secure%5Bsession_id%5D=dc5ffeda-a8a2-4e0e-b02f-abc1d36bdb1e&secure%5Btoken%5D=e190fa6e6d55e3ccb53f4736d3bc0b423cdc5deea773219a7792503c838956ac&format=llm_user) ## osTicket Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Agentic AI - AWS Marketplace** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top osTicket Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews) - [OTRS](https://www.g2.com/products/otrs/reviews) - 4.4/5.0 (37 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,592 reviews)