osTicket Reviews & Product Details


What is 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.

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osTicket Profile Details

osTicket Profile Details

Vendor
osTicket
Company Website
Year Founded
2012
HQ Location
Alexandria, LA
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
1
Twitter
@osTicket
Twitter Followers
4,762
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Companies Using osTicket

MailPix
Vinabook.com
Kanteron Systems
E-Cigarette Forum
UCView
Trait Technology
Florida State University
American Creative
HeadHonchos.com
media junction
PME 360
Aspose

osTicket Reviews

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Commercial Manager
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
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"Easy to use and free ticket system"

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

Handling support tickets for users of our platform, hosting of knowledge base for users of the platform.

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Accounting Clerk
Computer Software
Mid-Market
(201-500 employees)
Validated Reviewer
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"Easy peasy!"

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

Any and all tech request from clients.

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Associate Customer Technical Support Analyst
Retail
Enterprise
(10,001+ employees)
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Verified Current User
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"Good for small business"

What do you like best?

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?

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 the product:

If you need a free ticketing system, it doesn’t get any better than this.

What problems are you solving with the product? What benefits have you realized?

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.

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Self
Small-Business
(11-50 employees)
Validated Reviewer
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"Osticket Is the best for quick and free service desk"

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

Fast and quick setup of I.T Service Desk to maintiain support

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Business Development Executive
Computer Software
Small-Business
(11-50 employees)
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Verified Current User
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"OsTicket is free if you self host - but it may be worth paying for another product."

What do you like best?

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?

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 the product:

do trail other products first as there's probably something better. But this is free and it does work!

What problems are you solving with the product? What benefits have you realized?

Support ticketing - it also functions as a general email mask for those that require it.

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Technical Support Manager
Information Technology and Services
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Verified Current User
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"Excellent open source ticket solution"

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

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.

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Information Technology Manager
Libraries
Mid-Market
(51-200 employees)
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Verified Current User
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"Great start but not finished"

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

Help Desk issue tracking. It has helped us keep track of all of the issues that we need to get resolved.

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AM
Small-Business
(11-50 employees)
Validated Reviewer
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Efficient Support/Help Desk System"

What do you like best?

I appreciate that OsTicket is an efficient system that meets most of our organization's support desk needs. There exists a very large and helpful online community with a database on questions and suggestions on customizations. It is highly scalable and free, which makes it ideal for organizations looking to reduce licensing and overhead cost. It also has different client and staff portals and allows different access levels

What do you dislike?

The reports were difficult to customize to the exact requirements we had. We however spool the reports as presented, and then we manipulate to the formats we require using excel. Other than that it works well for us

Recommendations to others considering the product:

osTicket is a great tool to manage the help and support desks. Would highly recommend especially for organizations using manual support processes or without a support system

What problems are you solving with the product? What benefits have you realized?

Streamlined support process

Improved TAT on reported issues

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Mid-Market
(501-1000 employees)
Validated Reviewer
Verified Current User
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"osTicket"

What do you like best?

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?

At this time, there is not much I would change. The system we use is simple, and it works.

Recommendations to others considering the product:

Give osTicket a trial and see if it will suit your work environment.

What problems are you solving with the product? What benefits have you realized?

This website has allowed us to organize out help desk tickets as well as reply chains and internal notes

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President/CEO/Head Genius
Industrial Automation
Small-Business
(2-10 employees)
Validated Reviewer
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"OS Ticket is my Go To Helpdesk Software"

What do you like best?

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?

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 are you solving with the product? What benefits have you realized?

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.

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CEO/Owner
Consumer Services
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
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"Alternative to the expensive options out there"

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

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.

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Project Manager, Co-Owner
Internet
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
Review Source
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"Great for our needs"

What do you like best?

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?

Honestly, we haven't found any negatives as of yet. It's been everything we need.

Recommendations to others considering the product:

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 are you solving with the product? What benefits have you realized?

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!

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Technical Architect and Developer
Information Technology and Services
Mid-Market
(51-200 employees)
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Verified Current User
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"A great open-source IT helpdesk with an outdated design"

What do you like best?

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?

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 the product:

Look into getting a well-designed, responsive theme and get involved in the big community of people using this product.

What problems are you solving with the product? What benefits have you realized?

It provides an easy way for us to manage customer problems in a convenient, organized fashion.

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Head of Customer Experience
Computer Software
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"Great integration and simple interface"

What do you like best?

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?

Some of the reports/filters can be a little tricky to filter down to your required results.

Recommendations to others considering the product:

Great for a straight forward support ticket system.

What problems are you solving with the product? What benefits have you realized?

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.

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II
Mid-Market
(501-1000 employees)
Validated Reviewer
Verified Current User
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"Changed our help desk ticket experience "

What do you like best?

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?

I can’t say I or my staff have any complaints or dislikes.

Recommendations to others considering the product:

The platform is comfortable for all level of users.

What problems are you solving with the product? What benefits have you realized?

We can provide our customers with fast resolutions Nd get immediate feed back from them on the issue they are having.

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Debian Consultant
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
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"Free and reliable open source ticket system"

What do you like best?

Easy to install, easy to maintain, easy to customize.

What do you dislike?

There is no responsive/fresh design available.

Recommendations to others considering the product:

If you want to use it, have a look for commercial template vendors.

A responsive theme is a must-have :-/

What problems are you solving with the product? What benefits have you realized?

Handling customer problems.

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AC
Small-Business
(Myself Only)
Validated Reviewer
Verified Current User
Review Source
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"osTicket is a great customer support tool!"

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

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.

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Executive Director
Environmental Services
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
Review Source
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"OsTicket Review"

What do you like best?

The customization of themes and plugins.

What do you dislike?

Limited functionality and no knowledge base

What problems are you solving with the product? What benefits have you realized?

osticket is good for internal use for team tickets

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AI
Mid-Market
(51-200 employees)
Validated Reviewer
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"Great Customer Service management tool."

What do you like best?

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?

Small support network, but good internal customer service.

Recommendations to others considering the product:

Set up templates and teams. What a time saver.

What problems are you solving with the product? What benefits have you realized?

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.

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AR
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
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"Fully customizable"

What do you like best?

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?

Only supports MySQL. Would like it to support Microsoft sql.

What problems are you solving with the product? What benefits have you realized?

It has solved a lot of our issues with duplicate emails being answered by 2-3 people with different answers for each one.

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AI
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Easy to setup solution for basic requirements "

What do you like best?

Ease of installation. Installation is a beauty, easy to setup, a bunch of options to configure.

What do you dislike?

Need to interact with Switpage ACT! and Compac accounting, inventory and and rolepay Software

Recommendations to others considering the product:

Responsive web template to support mobile clients

What problems are you solving with the product? What benefits have you realized?

Customer Service and help desk

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IT Analyst
Education Management
Mid-Market
(51-200 employees)
Validated Reviewer
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"Os ticket"

What do you like best?

It does the job. You can customize this product.

What do you dislike?

There a few things that are difficult to configure but once you familiarize yourself with the system it is fine.

What problems are you solving with the product? What benefits have you realized?

No helpdesk system before

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A
Mid-Market
(501-1000 employees)
Validated Reviewer
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"Well thought out"

What do you like best?

Very easy to train employees on how to update, respond to, and take care of open tickets. Looks good too

What do you dislike?

Installation could be easier but it's nothing a fairly seasoned IT manager can't handle

What problems are you solving with the product? What benefits have you realized?

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

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A
Mid-Market
(501-1000 employees)
Validated Reviewer
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"OS Ticket Review"

What do you like best?

How easily it is to adjust to fit each use case.

What do you dislike?

The Kangaroo pictures for everyone, petty I know

Recommendations to others considering the product:

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 are you solving with the product? What benefits have you realized?

Help desk, facilities, and a few others are using this for a ticketing system

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AC
Enterprise
(10,001+ employees)
Validated Reviewer
Verified Current User
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"Powerful Free Ticketing System"

What do you like best?

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?

As with any free tool, while the community support is great, larger issues can take longer to resolve.

Recommendations to others considering the product:

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 Pricing

Self Hosted
Cloud Hosted

osTicket Features

  • Ticket creation user experience
  • Ticket response user experience
  • Workflow
  • Response Automation
  • SLA Management
  • Attachments/Screencasts

osTicket User Ratings

7.8
Ease of Use
Average: 8.6*
6.6
Quality of Support
Average: 8.4*
8.0
Ease of Setup
Average: 8.6*
* Help Desk Category
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osTicket Categories on G2