# osTicket Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is osTicket the right Help Desk solution for you? Explore 76 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/125118/osTicket/reviews --- osTicket 4.3 (76) [View alternatives](https://www.capterra.com/p/125118/osTicket/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated January 14th, 2026 # Reviews of osTicket Ease of use 4.3 Customer Service 4.1 ## Pros and Cons in Reviews Jeff C IT Assistant ManagerHealth, Wellness and Fitness, 201 - 500 employeesUsed the software for: More than 2 years. “The interface is straightforward, ticket organization is efficient, and the customization options made it simple to adapt the system to our workflow.“ May 20, 2026 Jeff C IT Assistant ManagerHealth, Wellness and Fitness, 201 - 500 employeesUsed the software for: More than 2 years. “One downside of osTicket is that the user interface can feel somewhat outdated compared to newer help desk platforms.“ May 20, 2026 JW James W Operations ManagerTransportation/Trucking/Railroad, 11 - 50 employeesUsed the software for: Less than 6 months. “The ticketing workflow is clean and intuitive, and the ability to categorize and prioritize support requests has significantly improved our response times“ February 10, 2025 LG Luka G CTOTransportation/Trucking/Railroad, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “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.“ June 9, 2025 Daniel C Telecommunications TechnicianEducation Management, 51 - 200 employeesUsed the software for: 6-12 months. “I really like this ticket tool because it helped me keep the requirements in our company in order. Before I discovered this tool, everything was in disarray and it was very difficult to work, but thanks to OsTicket everything was much better.“ February 24, 2025 LG Luka G CTOTransportation/Trucking/Railroad, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “After about a month of trying to figure it out, I found that the wrong version of PHP was installed.“ June 9, 2025 MV Misty V It System AdminComputer Networking, 11 - 50 employeesUsed the software for: 6-12 months. “It's easy for both users and techs to navigate, and the customization options are solid.“ April 9, 2025 LG Luka G CTOTransportation/Trucking/Railroad, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “This is not mentioned anywhere in the install docs.“ June 9, 2025 ## Showing most helpful reviews Showing 1-25 of 76 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Daniel C. Telecommunications Technician Education Management Used the software for: 6-12 months ### "Simple Organization and Execution Tool" February 24, 2025 5.0 The OsTicket tool did not help much with the organization of tasks and requirements in the company where I work, because the area where I am is IT and this tool is essential to have a better management of the requirements that come out daily, that is why I recommend its use. Pros I really like this ticket tool because it helped me keep the requirements in our company in order. Before I discovered this tool, everything was in disarray and it was very difficult to work, but thanks to OsTicket everything was much better. Cons What I didn't like very much is that it is a complete tool and has many functions that at first it is difficult to understand what each function is for, but by watching tutorials and manuals I was able to understand the use of the tool much better. Review Source VR Verified Reviewer IT Assistant Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Reliable and Cost-Effective Help Desk Solution for IT Support" May 20, 2026 5.0 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 VR Verified Reviewer CTO Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Pretty Decent, but..." June 9, 2025 3.0 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/) Reason for choosing osTicket The ability to self host and to customize the software to my needs. Review Source MV Misty V. It System Admin Computer Networking Used the software for: 6-12 months ### "Reliable, Flexible, and Great Support" April 9, 2025 5.0 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 SR Samuel R. Intensive Housing Based Case Manager Legal Services Used the software for: 2+ years ### "OsTicket Support" June 13, 2025 5.0 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 KI Kir I. Network Admin Computer Networking Used the software for: 2+ years ### "osTicket works but an updated interface needed!" June 9, 2025 3.0 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/) Reason for choosing osTicket The cost of the product was a primary reason to go with osTicket Review Source IA Isaac A. CEO Human Resources Used the software for: 6-12 months ### "osTicket is the best!" May 20, 2025 5.0 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 sN srini N. Operations Education Management Used the software for: 6-12 months ### "good by quizzyhub.com" May 19, 2025 3.0 good, but needs improvement \[sensitive content hidden\] Pros good for startups, midsize companies easy to use Cons no code Review Source BG Bryson G. CRNA Medical Practice Used the software for: 1-2 years ### "Overall Good Company" January 10, 2025 5.0 Overall I feel the experience with OsTicket is positive. we used the site to submit tickets for work orders and the quality of use with the system is top notch. i would recommend this company to anyone in need of a great support system. Pros OsTicket is an Easy to get support through our systems. the ease of use with simple design is what i like most about this company. Cons i think the response time could use an improvement but overall i enjoy this product for the company use. Review Source ES Ed S. Service Desk Manager Construction Used the software for: 1-2 years ### "osTicket Makes The Help Desk Healthy " January 24, 2025 5.0 osTicket makes managing the daily flow of tickets easy and simple across a vast team. Pros Extremely intuitive ticket management interface that the whole IT department can follow and report with. Cons Somewhat convoluted process to integrate into Microsoft SSO, but easy once you follow their documentation. Review Source AM Andreas M. GF - Inhaber Information Technology and Services Used the software for: 1-2 years ### "OS Ticket und Synology NAS" January 3, 2025 3.0 Liegt schon länger zurück, da OS Ticket nicht mehr auf unserem NAS System von Synology läuft. Pros Leider keine Möglichkeit es weiter zu nutzen Cons Das es nicht mehr für das neuere Betriebssystem von Synology verfügbar ist. Alternatives considered [WordPress](https://www.capterra.com/p/131687/WordPress/) Reason for choosing osTicket Damalige kostenlose Verfügbarkeit im Synology NAS System Review Source JW James W. Operations Manager Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "A Flexible and Effective Ticketing System for Customer Support" February 10, 2025 5.0 One of the standouts features for us is the email piping, which automatically creates tickets from incoming emails—saving us tons of time. It’s also been really easy to integrate with other tools, which makes the system even more powerful. Overall, osTicket has greatly improved our customer support process, and I’d recommend it to businesses looking for a reliable and customizable helpdesk solution. Pros It helps us to streamline our customer support system, and it’s been a game-changer for our team. The setup was straightforward, and the platform allowed us to customize our ticket management system to fit our specific needs. The ticketing workflow is clean and intuitive, and the ability to categorize and prioritize support requests has significantly improved our response times Cons While osTicket is feature-rich, there’s a bit of a learning curve for new users, especially with some of the more advanced features like SLA management and reporting. But once you get the hang of it, the system is pretty flexible and scalable Review Source RH Ronald H. owner Entertainment Used the software for: Less than 6 months ### "Great Application" June 13, 2025 4.0 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 MEP Maria Eleonora P. Owner Entertainment Used the software for: I used a free trial ### "Reliable software for customer support" June 15, 2025 5.0 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 FA Fabruzio A. Technician Information Technology and Services Used the software for: 6-12 months ### "osTicket an easy way to manage customers tickets" May 13, 2024 5.0 I use osTicket everyday and helps me a lot to manage customers requests. The interface is simple and intuitive, I suggest to zoom it for better visibility. Highly recommended! Pros Os Ticket helps you to manage helpdesk request by your customers. They can open a new ticket via email or create an account and interact via dashboard and you can assign the new ticket to yourself or your collegues. In your replies you and attach images and/or document. You can have reports and do many researches and also customize the logos/initial screen, set holiday mode (so no new ticket notifications will arrive to you). Osticket runs on linux machine, the installation and configuration is quite easy, just follow the instructions. You can find documentation and plugins on internet. Cons Some menus are a bit confusing, sometimes when I click on a features I don't see on screen what expected Review Source EK Eva K. Customer Experience Executive Information Technology and Services Used the software for: 2+ years ### "osTicket - Issue Tracking Made Easier" April 15, 2021 4.0 Pros It's the best open source ticketing system. Claiming and reassigning tickets is very easy, as well as email notification is sent out, once a ticket is overdue. User is able to export tickets quickly using the filtering option of, Assignee, ticket status, and date. From the exported report one is able to see when a ticket was raised and closed. This helps to track on the SLA's Cons OSticket, does not show how long a ticket took to be escalated to the next level, i.e from level 1 to level 2. It lacks the option to automatically close an overdue ticket after a particular time. There should be an option to reassign a ticket to the next person, if its overdue Review Source VR Verified Reviewer Junior Developer Internet Used the software for: 2+ years ### "It suited our needs at the time" August 31, 2019 5.0 Like a I said in the title it fitted our needs at the time, but as we improved our system we found that we had outgrown the software. Pros It's easy of use is second to none. Everything is very intuitive and you can't fault it for that. It does the job it sets out to do, provide a space to view any issues that come into your service desk Cons The system just lacks a polished finish. From a visual perspective it looks out of date and it's lacking feature which people nower days probably want like reporting. Review Source TA Tyler A. IT Guru Used the software for: 2+ years ### "Free and Easy!" March 19, 2018 5.0 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. Review Source GO Gerson O. System Administrator Computer Software Used the software for: 1-2 years ### "Flexible and very user friendly software" December 6, 2018 4.0 It's a good and free platform! Pros Being free to use and easy to implementation gives us a huge savings in our organization. osTicket offers large sets of free plugins and options that enables to customize the osTicket dashboard based on your organization. For example, you can customize the user support like email sents, knowledge based or FAQ in front of the report ticket dashboard. Cons Initial installation can be difficult if you have never do this before. There are many services to be setup just to get it work. Review Source JC Jose C. IT Technician Used the software for: 2+ years ### "It gets the job done without the clutter " April 4, 2018 4.0 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. Review Source JP James P. ICT Director Information Technology and Services Used the software for: 6-12 months ### "Open source flexible ticket and asset management system " January 7, 2020 5.0 The software worked well when used in support for services that required SLAs. With that, it was easy to analyze how efficient our support was. Pros Has open source version in case you have an internal development team and would like to increase functionality Simple to use hence has manageable learning curve Cons The initial setup and configuration to match an organization requirements takes quite sometime. But once setup everything's fine. Review Source JR Josh R. Station Manager Media Production Used the software for: 1-2 years ### "Amazing free software" July 5, 2018 4.0 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 Review Source jS joel S. IT Support Computer Networking Used the software for: Less than 6 months ### "OS Ticket Review" June 9, 2021 4.0 Good ticketing system if you need many options, good if you have multiple types of supporting agent that deals with different departments. Pros Easily see the upcoming tickets and you can reassign tickets to other agents and set the ticket to new Cons Too much of information on the dashboard that can cause confusion Review Source VR Verified Reviewer Hospitality solution Information Technology and Services Used the software for: I used a free trial ### "checking " August 26, 2020 5.0 Pros checking from internet and find for system make test Cons internet recommend to check and try for testing Review Source KB Ken B. Used the software for: ### "osTicket Review" February 14, 2017 5.0 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. 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