Enhancesoft

osTicket


4 / 5
27 reviews


Average Ratings

27 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $9.00/month/user
  • Pricing Details
    $9/mo/user 2Mb Attachment Size Limits $12/mo/user 8Mb $16/mo/user 16Mb
  • Free Version
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows

Vendor Details

  • Enhancesoft
  • www.enhancesoft.com

About osTicket

An open source customer support system that organizes, manages and archives incoming support requests.


22597

osTicket Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking

osTicket Reviews Recently Reviewed!


Rock solid, no problems or outages related to the software for over 9 years!

Jun 05, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: osTicket is the best open source ticking system out there. Did I mention that it's free? It's fairly easy to customize and is very intuitive! It has an active support forum and community supporting it. There are third party developers that have created (free and paid) plugins and modifications to help others customize their system to their environment and companies needs.

Need paid support or hosting? Need custom installation services? Have a feature that isn't available that you need? Enhancesoft, the parent company that owns and pays developers to work on the project, offer all of that.

Cons: There are a couple of features that I think are important that this type of product has, and they [the developers] have been really slow to implement them. Responsive Themes being the biggest of these. While you can modify it to make your own themes this type of feature is needed. note: Devs have promised this with the forth coming 2.0 release.

Overall: This software gives our employees a place to report problems to multiple departments and receive timely answers to their technical issues. It allows us to measure metrics for performance, and see trends in issues. Importantly it also allows us to have a historical reference of all problems, outages, etc.

Free and easy to setup support ticket system to deliver a great user support experience.

Jan 14, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Being free to use and easy to implement and setup, osTicket is suitable for non-profit and small business.

osTicket offers large set of features and options that enables to customize and deliver great user support experience for example you can create custom departments, customize support system pages and modify ticket fields like adding additional ticket fields.

osTicket is a very customizable support ticket system that offers many options to help customize all aspects of user support experience like the ability to customize departments, emails sent to user, pages and alerts.

osTicket offers an easy to setup knowledge base of frequently asked questions to help minimize support requests.

Cons: osTicket lacks some important options and features like the option to automatically close tickets after a certain period of time, an option to disable Overdue behavior and the lack of custom themes of both user and agent interfaces.

Perfect software for my ecommerce website support portal

Jul 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: When my ecommerce business started to take off and we were placing 400 orders a day, we needed something better than just an email inbox to manage customer service. With osTicket, I can manage my several customer service managers and inboxes to ensure we are utilizing our time in the best way possible, and serving our customers needs effectively. osTicket was the perfect addition to our toolbelt, and after trying alternatives, this was still the front runner.

Cons: The setup is a bit involved. There are a lot of out of the box settings that need modified in various places in the interface. It does take time to get used to the interface, but once you get the hang of it, the software is set and forget style. Works well for me anyway.

Probably Best Free Customer Support Platform ever.

Nov 08, 2016
3/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Comments: OSTicket is so far my beloved customer support system when it comes to free platforms and easy of use functionality. I have spent over 1 year of managing and using OsTicket with 18 different agents and 4 separate departments. Thus, I will share my review of the system below in few words.

(Please note this is about the self-hosted package of OsTicket, not Cloud-based.)

The main advantage of the system is its nature of being equipped with all the necessary functions to maintain the medium sized companies support platform. It is a convenient system to carry out daily support-related tasks, answer tickets, have an unlimited number of cases/departments/agents, etc. In terms of simplicity, OSTicket is really user-friendly and easy to use platform that perfectly realises its own purposes of being reliable ticketing system. It is easy to install and maintain, the internal admin and agent user face are user-friendly as well.

The main disadvantage of the system might be its lack of statistical measurements. It was the main aspect I was lacking while using the OsTicket. It is really hard to get the valuable statistical data from OSTicket regarding the agents, their working levels, times, etc. Basically, there is just one simple page of "Statistics" that shows the quantity of the tickets and some basic stuff and that's all. Nothing else about the statistics. Furthermore, another disadvantage is its lack of social integration. The reason I decided to move my company to another platform was that I couldn't integrate the OsTicket with Facebook & Twitter platforms. There are other little disadvantages, however, not worth mentioning as they don't make a big different.

All in all, if not the aforementioned disadvantages of the system, OSTicket would be one of the best solutions for the small and medium-sized companies' support system needs. However, as it's completely free I'm nothing but grateful to the developers who developed this wonderful system and share it for free.

Capterra loader

Support tickets, email notifications, mobile app, all relatively easy to use

Jun 26, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Ticket tracking and email notification

Tasks can be added to tickets for additional steps before a ticket can be closed.

User management is fairly easy, and users can be organized by teams and departments

Files can be attached to the ticket.

A Paid Mobile app allows for simple ticket management.

Cons: Notifications and team/department access seems haphazard and a bit of an afterthought. It could be much better organized.

Mobile app is very limited and very pricey for what little it actually accomplishes.

Overall: Support ticket software, for free. But not the best feature set around.

Free and Easy!

Mar 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: This software is easy to deploy, just git clone from https://github.com/osTicket/osTicket

Feature packed and ready for SMB deployment on your own servers.

Community support is active and easy.

Also available as an install package on Synology NAS

Cons: For out of the box ticketing system, this software has no real downsides. Some have said its hard to install but I did not have any issues getting it up and running. The fact that you can install this as a package direct from Synology package store makes it even easier.

Great Help Desk Ticket System

Jun 08, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: oS Ticket has been a great IT Help Desk system for our company. Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk. The system allows for tickets to be assigned to different technicians, change hands, and keeps a detailed note/tracking of everything associated with the ticket. There are a lot of great reports as well, including # of tickets closed, average response time, etc.

It gets the job done without the clutter

Apr 04, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Value for Money

Pros: The installation is really easy being a PHP application.

It lacks some features present in other support management applications, but it has the minimum necesary to get the job done without complications.

It has a very ease to use API to make osTicket work with external systems like call center and CRM.

Cons: The search functionality needs some work. It's difficult to search for specific customers or even ticket ID, but overall, is OK.

Its easy and user friendly

Nov 07, 2017
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The way of answering the tickets is prety much easier on os tickets and ot helps the user to assign the tickets to any one from staff and the notification of alerts look good

Cons: Filters doesn't work good its really hard to filter tickets based on the name or client name it should be done better and add few addtional options to advance filter

We use multiple instances of this software from IT tickets to Purchase orders

Mar 27, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Once it is setup, it runs itself with almost no tweaking. It has all of the same features as paid helpdesk suites.

Cons: Initial configuration can be difficult if you have never done it before. There are so many things to setup just to get it working.

Overall: It is versatile. We use it for multiple things like IT support, Customer complaints, and contractor purchases.

osticket open source and easy to implement

Mar 29, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

5 / 5
Value for Money

Pros: its a open source PHP easy edit to program don't need any PHP professional development skill reporting system is excellent we can customize as per ours requirement

Cons: sms integration should be there and email response excellent need more option for alert ticket reporting and user base very comfortable

Capterra loader

Great tool forticketing

Aug 27, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Solution that is free, lightweight, reliable, open source, and easy to setup and use.

Has most of the features of the paid solutions.

Easy to tie to company websites for customers to open tickets.

Cons: You need to know how to set it up and host it your self.

Capterra loader

Best open source Ticket system EVER!

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love this software. We use to use Zendesk but at a user, it wasn't worth it. osTicket save us a ton of time with the FAQ feature that allows our end users to look up and answer without submitting a ticket. We have about 500 FAQ's entered into the system. The ticket system has great integration with gmail allowing tickets to be emailed of submitted via a form. The software is open source so if you are tech savvy you can just install it for free. We run in AWS for / month and have 5 IT Techs on the system. Regular updates are released so we won't be left with an outdated product

Cons: No major cons. I wish they would modernize the UI. The UI is about 10 years behind as of 5/2018. Also the API is not full featured on certain actions can be done in the API :( IF you don't want to integrate into existing software this will not matter for you.

Overall: love it Free and Great helpdesk software !

Awesome Ticketing System Once Set Up

Apr 16, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I love that this can be used for various types of jobs, and that you can use it for multiple job types at once. For instance I use osTicket as my IT helpdesk to assign tickets and track the progress of the issue resolution with a written record. But not only that, we have a separate service department for cleaning equipment that can use it as well. All running from the same install.

Cons: Learning curve and initial set up. It is a long process to get through all the settings and features available. Once you do you won't regret it though.

Amazing free software

Jul 05, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: + Free + Supports many email addresses + Ticket filters come as a bonus to allow automatic assigning to staff

Cons: - Appears to be quite clunky in regards to making changes - Staff backend is quite outdated and doesn't perform above standards - Some minor bugs here and there

Open source and free

Feb 24, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It has most of the functionalities you will require from a ticketing system, moreover it is open source so you can always change things the way you want, develop additional functionalities. Easy to install and customize, the menus are understandable. Creating agents, permissions, access rights, most of the things are just as needed. You can customize the templates without going into core files. There are many people in the forum answering to your trouble issues as well as admin himself.

Cons: There are only a few plug ins, I think people should be guided to develop more plugins. There is still some development pending like PHP 7.1 compatibility, archiving of tickets etc. But again, you can always find developers and change the system

Free self hosted version helped us organize support

Mar 31, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: There are many help desk (AKA support ticket system) but this one is open source and full featured. We managed to integrate seamlessly with the design of our web (with coding and took us a while though).

It works perfectly and we can even manage support tickets and answers by sending emails to our support email account. It's been a real improvement since now we can follow up on statuses and history of the issues our customers face.

Cons: The initial setup took us more than we spected but it was worth it as now we save a lot of time and customers are happier.

Overall: Better management of issues for free.

The free version works perfectly

Oct 17, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's a complete system, despite being free. Documentation is more than enough to get it functional and in production.

Cons: It's not easy to setup which is understandable for free software. The learning curve is pretty steep.

osTicket is a great customer support tool

Dec 05, 2016
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

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

Overall: It's got everything we need to help our customers, from the basic ticket system with classifications to a functional knowledge base.

Free tickets system

Oct 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like that is free, the installation is easy and the software is user friendly. osTicket is a customizable ticket system that offers some nice features like email notifications.

Cons: It took me quite some time to configure.

Capterra loader

Pretty good for FOSS

Aug 02, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Free

- Easy to set up on my own VPS instance

- Required minimal customization to make it fit my needs

Cons: - Being free, it's hard to get support (but there is a vibrant community of users that can help)

Overall: Used osTicket to offer helpdesk services for people I did side projects for. It worked great for it's purpose and being open source, it didn't cut into my bottom line as a freelancer.

Capterra loader

Difficult to install, you need a webmaster to do so, very proficient on Apache and php.

Feb 03, 2018
3/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Its free, most of the features are in there. if you have the time nas resources you can modded to become what you want but as it is is too simple and not intuitive, interface is too simple and not intuitive sometimes. still. its free.

Cons: Too difficult to install, its not abandonware but its close, even when its can be modded and have some community behind it . again... will need a full time programmer to do so and will take some time.

Overall: Only for companies that have almost zero budget but have a good developer in-house

Great feature packed helpdesk system.

Mar 12, 2018
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Great feature packed helpdesk used to track and log support questions from our website. Easy to direct questions to the correct departments for replies.

Cons: Not easy to configure, took me a while to get my head round configuration, possibly a simpler interface would be good.

osTicket Review

Feb 13, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Comments: I have been self-hosting osTicket for about a year and it has lived up to and exceeded my expectations and requirements in every way. A very well designed and developed system. The online support and user groups is very helpful especially during the configuration phase.

May 07, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Just the ticket!

Feb 01, 2017
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. Does what it says

Overall: Use this on my website for handling customer contact us pages and directing them to different people in the team. Really great to use and great functionality.

Apr 23, 2018
4/5
Overall