AR

Verified User in Retail

Small-Business (50 or fewer emp.)

2/9/2017

"Fully customizable"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about osTicket?

Only supports MySQL. Would like it to support Microsoft sql. Review collected by and hosted on G2.com.

AS

Autumn C S.

Project Manager, Co-Owner

Internet

Enterprise (> 1000 emp.)

4/4/2016

"Great for our needs"

4/5

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. Review collected by and hosted on G2.com.

What do you dislike about osTicket?

Honestly, we haven't found any negatives as of yet. It's been everything we need. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

CS

Cody S.

CEO/Owner

Consumer Services

Small-Business (50 or fewer emp.)

12/23/2015

"Alternative to the expensive options out there"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

AC

Verified User in Computer Games

Small-Business (50 or fewer emp.)

7/22/2015

"osTicket is a great customer support tool!"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

MF

Michael F.

Senior Technical Account Manager, Team Lead

Computer Software

Enterprise (> 1000 emp.)

10/1/2013

"Powerful Free Ticketing System"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about osTicket?

As with any free tool, while the community support is great, larger issues can take longer to resolve. Review collected by and hosted on G2.com.