--- title: osTicket Reviews meta_title: 'osTicket Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 45 reviews by the users' company size, role or industry to find out how osTicket works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 45 scale: '5' date_modified: '2026-08-07' parent_category: name: Marketplace Apps url: https://www.g2.com/categories/marketplace-apps --- # osTicket Reviews **Vendor:** osTicket **Category:** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace) **Average Rating:** 4.4/5.0 **Total Reviews:** 45 ## 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. 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. ### 2. 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. ### 3. 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. ### 4. 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. ### 5. 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. ### 6. 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 ### 7. 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. ### 8. 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. ### 9. 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 ### 10. 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. ### 11. 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 ### 12. 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 ### 13. 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! ## 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?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+02%3A11%3A54+-0500&secure%5Bsession_id%5D=0ddfab92-51b0-403f-b73b-0b4bfcf85543&secure%5Btoken%5D=77deea8d7a6e933f0cf1e113b6ec4b80fee0cc0fc3831c30b997e2ab1fe9087d&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 - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Agentic AI - AWS Marketplace** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top osTicket Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,678 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,660 reviews) - [OTRS](https://www.g2.com/products/otrs/reviews) - 4.4/5.0 (37 reviews)