# osTicket Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about osTicket Software - reviews, pricing plans, popular comparisons to other Help Desk products and more. Source: https://www.capterra.com/p/125118/osTicket --- # osTicket Software Review 2026: Features, Integrations, Pros & Cons Last updated on January 14, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) osTicket ## What is osTicket? osTicket is a help desk solution designed to help businesses of all sizes manage incoming support requests to streamline customer service operations. Key features of the platform include custom ticket queues, ticket filters, configurable help topics, ticket locking mechanism, ticket transfer, thread action, service level agreement plans, customer portal, search functionality, task management, and more among others. It also lets administrators send personalized automated responses to clients. ## What is osTicket used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Issue Tracking](https://www.capterra.com/issue-tracking-software/)[ITSM](https://www.capterra.com/itsm-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 76 user reviews Reviews sentiment Positive 87% Neutral 13% Negative 0% Starting price $12 Per User, Per Month Free trial not available Capterra Shortlist charts the highest-rated and most popular products... - Issue Tracking / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for osTicket?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.enhancesoft.com&name=osTicket) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### osTicket 4.3 (76) VS. [4.4 (4,080)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $12 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (75) Ease Of Use 4.3 (3,604) Value For Money 4.7 (61) Value For Money 4.2 (2,659) Customer Service 4.1 (49) Customer Service 4.3 (2,767) ## osTicket alternatives [4.5 (731)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.4 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars Highest Rated [4.5 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/125118/osTicket/alternatives/) ## FAQs about osTicket Overview ### What problems does osTicket solve? osTicket solves disorganized support queues, unclear ticket ownership, and slow response workflows by centralizing requests from email and web forms, categorizing issues, auto-assigning tickets, and tracking status, notes, and SLAs. IT help desks, customer support teams, maintenance departments, and multi-agent service desks benefit most. Answer based on 35 reviews Overview ### Which roles and teams benefit most from osTicket? osTicket is most used by IT administrators, system managers, and engineers who need to centralize support requests, assign tickets, and track issue resolution. Operations leaders, owners, and executives use it to monitor service workflows, while customer support and administrative teams rely on it to organize inquiries and improve response consistency. Answer based on 72 reviews Overview ### What company size and industries is osTicket built for? osTicket is built mainly for small businesses, which make up 67% of reviewers, especially in Information Technology and Services at 21%. As an open-source support ticket system for inquiries from email, web forms, and phone calls, it also serves midsize businesses at 23% and enterprises at 11%, with use in Computer Software and Computer Networking. Answer based on 76 reviews Features and Usability ### What are the key features of osTicket? osTicket includes core help desk features like ticket management, email ticketing, automated routing, and SLA management. Differentiating capabilities include customizable forms and fields, department management, and a self-service portal with knowledge base articles. Reviewers also frequently note its open-source, self-hosted setup and straightforward interface. Answer based on 35 reviews Overview ### Is osTicket a good open source help desk? osTicket works well as an open source help desk for teams that want self-hosting, customization, and control over support workflows. Small businesses, nonprofits, freelancers, and in-house IT teams like the flexibility, community resources, and low cost, though some companies may need developer help for deeper changes or integrations. Answer based on 25 reviews Pricing ### How much does it cost and what fees or limitations are included? osTicket starts at $12/user/month for the Cloud-hosted plan, and a free version is available for testing or ongoing use. Reviewers often highlight that the free option includes many core features, though some say reporting could be better and the interface can feel simple or not intuitive. Answer based on 11 reviews Integrations ### Which third-party tools and platforms does osTicket integrate with? osTicket integrates with Microsoft Excel for tracking client details and managing ticket-related data. The catalog data provided here confirms this integration, giving osTicket a focused connection to spreadsheet-based reporting and record keeping. No additional third-party tools or platforms are listed in the provided data. Answer based on 9 reviews Getting Started and Support ### How hard is osTicket to set up? osTicket takes moderate effort to set up, with easier installs for technical teams and a steeper learning curve for beginners. Small businesses and internal IT teams often get it running on Linux or self-hosted environments without much trouble, but initial configuration, PHP requirements, and interface complexity can slow deployment. Answer based on 26 reviews Getting Started and Support ### What customer support options does osTicket offer, and how do users rate the experience? osTicket offers email/help desk, FAQ/forum, a knowledge base, and phone support. Users generally describe support resources and community forums as helpful, especially during setup, and some report responsive assistance on supported plans. Others say bigger issues can take longer to resolve and that getting help can be harder on free deployments. Answer based on 23 reviews ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Ticket Management 4.7 (32) 96.88% of 32 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Self Service Portal 4.6 (21) 90.48% of 21 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information Macros/Templated Responses 4.3 (20) 80.00% of 20 reviewers that rated this feature as important or highly important Templated responses for responding quickly to recurring support requests Service Level Agreement (SLA) Management 4.6 (16) 106.25% of 16 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Automated Routing 4.3 (15) 80.00% of 15 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules Customizable Fields 4.5 (15) 100.00% of 15 reviewers that rated this feature as important or highly important Customize data fields to support various needs and use cases osTicket 15 features Automatic reply functionality for incoming messages Tickets are automatically assigned to specific agents based on predefined rules Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Assembly of graphs and charts for visualizing and tracking statistics/metrics Managing service requests, incidents, IT issues & support with a ticketing system Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Templated responses for responding quickly to recurring support requests Online portal through which end users can access the system, manage tasks, or obtain information Set and monitor service level agreements to ensure timely response and resolution Allow customers/users to submit support queries and service requests Create, manage and track all task activities and progression Sample files or documents that could be customized as needed or used as is Track, manage, or resolve user requests and IT incidents/issues Get Advice We can help you find the software with the features you need. Features 4.3 (75) 4.3 Based on 75 reviews ## Pricing Value for money 4.7 (61) Free Version [View pricing plan details](https://www.capterra.com/p/125118/osTicket/pricing/) Cloud-hosted $12.00 Per User,Per Month It includes: - Daily Backups - Dedicated Training - Email Integration - Guranteed Uptime - Phone Ongoing Support - Upgrade Management Value for money 4.7 (61) 4.7 Based on 61 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.1 (49) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.1 (49) 4.1 Based on 49 reviews ## User reviews Overall rating 4.3 Based on 76 reviews Filter by rating 5(34) 4(32) 3(10) 2(0) 1(0) Mentioned topic Sorted by most recent AU Anonymous User IT Assistant Manager Health, Wellness and Fitness ### "Reliable and Cost-Effective Help Desk Solution for IT Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 May 20, 2026 Overall, my experience with osTicket has been very positive. It provides a reliable and cost-effective ticketing solution that helps keep support requests organized and manageable. Pros One thing I liked most about osTicket was how easy it was to set up and manage support requests in one centralized platform. The interface is straightforward, ticket organization is efficient, and the customization options made it simple to adapt the system to our workflow. It also provides solid automation and email integration features that helped improve response times and overall support efficiency. Cons One downside of osTicket is that the user interface can feel somewhat outdated compared to newer help desk platforms. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. ME Maria Eleonora P. Owner Entertainment ### "Reliable software for customer support" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 15, 2025 I would recommend thia software to any company, it easily open and manage tickets from customers in need of support. Pros This software for customer support is really easy to use, well designed and completely free to use. Cons Nothing in particulasr, pricewise this is a very good solution for small and medium companies in need of customer care automated system Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SR Samuel R. Intensive Housing Based Case Manager Legal Services ### "OsTicket Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 13, 2025 A great addition to provide support to users whatever the project or task is. This software is a powerhouse delivering precise and autonomous support to clients and customers. Pros The software is easy to configure and customize completely. It allows for complete customization making it a perfect support option. Cons OsTicket had some minor learning curves but overall having fully understood the software from the comprehensive instructions issues were easily resolved. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RH Ronald H. owner Entertainment ### "Great Application" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 June 13, 2025 i really enjoy using it and will continue to use it, I just can't commit to it exclusively until I see more results. Pros its very user friendly, pretty effective as long as you have a strong customer base or an effective marketing team. Cons unfortunately, smaller companies like this can't compete with eventbrite - its just too powerful with its built in marketing. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KI Kir I. Network Admin Computer Networking ### "osTicket works but an updated interface needed!" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 June 9, 2025 Pros The initial setup and hosting appeared to be easy to install and configure on Linux system. User enrolment was an easy process as well. Cons I simply don't like it. OS Ticket proved to have poor and outdated interface and functionality that we simply embarrassed to show to our clients. Alternatives considered [MSP Manager](https://www.capterra.com/p/242257/MSP-Manager/) Reasons for choosing osTicket The cost of the product was a primary reason to go with osTicket Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User CTO Transportation/Trucking/Railroad ### "Pretty Decent, but..." 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 1.0 1.0 Likelihood to Recommend 3/10 June 9, 2025 The experience I had with osTicket as a company was extremely poor, they are arrogant, condescending and want to send invoices without doing a needs analysis. Their prices are way out of market (wanting more then Freshdesk which is a far more established ticket system). When you reach out for assistance on their Github, you are met with ridicule. Overall, if you self host it and have time to figure out nitty gritty issues, this is a good system. Had I been forced to engage with the people of osTicket, I would rather use alternate software. Pros The ease of customization for creating various help topics, the ability to auto assign certain tickets to certain people, the ability to create customer organizations on the account. Cons The experience of optimizing it is extremely painful. After about a month of trying to figure it out, I found that the wrong version of PHP was installed. This is not mentioned anywhere in the install docs. The UI is pretty old school and not visually appealing. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reasons for choosing osTicket The ability to self host and to customize the software to my needs. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. IA Isaac A. CEO Human Resources ### "osTicket is the best!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 20, 2025 I would give my overall experience with osTicket a 10/10! It is user friendly for my entire office, and nobody has ever complained about the use of the platform! Pros osTicket has made it a seamless experience in connecting with our clientele! My office enjoys the use of osTicket! Cons I have no complaints about osTicket. It has been user friendly, and a big help in helping our company not only expand, but learn the importance of taking care of our customers. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SN srini n. Operations Education Management ### "good by quizzyhub.com" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 May 19, 2025 good, but needs improvement \[sensitive content hidden\] Pros good for startups, midsize companies easy to use Cons no code Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Rita E. Freelance artist Accounting ### "Events with osTicket " 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 May 12, 2025 My overall experience with osTicket was great, I have successfully been able to manage several events by using this platform. With improvementgs via live chat support, I will gladly continue to use this platform. Pros What I like most about osTicket is that it is free to use, this is what separates this company from other companies similar to it. Cons I would like to see improvement in customer support, I feel like this type of company needs to have live chat support to help out consumers. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MV Misty V. It System Admin Computer Networking ### "Reliable, Flexible, and Great Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 April 9, 2025 Overall, my experience with osTicket has been really positive. I liked that it started as an open-source solution, which gave us a chance to test and customize before committing to the supported package—plus, the upgrade was affordable. The support team has been great, very responsive and willing to go the extra mile. It's easy for both users and techs to navigate, and the customization options are solid. Pros What I really like about osTicket is that it starts out as a solid open-source option, and upgrading to the supported package was very reasonably priced. Their team went above and beyond when we needed help. The platform is super customizable and easy to use—both for the front-end users and on the technical side. It just works well. Cons My only personal gripe is the graphical display—I’m just not a fan of how it looks. It’s nothing major, just a preference thing. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/125118/osTicket/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [Zendesk Suite vs osTicket](https://www.capterra.com/compare/125118-164283/osTicket-vs-Zendesk)[Freshdesk vs osTicket](https://www.capterra.com/compare/124981-125118/Freshdesk-vs-osTicket) [Zoho Desk vs osTicket](https://www.capterra.com/compare/125118-169505/osTicket-vs-Zoho-Desk)[ManageEngine ServiceDesk Plus vs osTicket](https://www.capterra.com/compare/125118-179501/osTicket-vs-ManageEngine-Service-Desk-Plus)