# osTicket Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is osTicket the right Help Desk solution for you? Explore 75 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 (75) [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 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 Aravinth N System AdministratorFood & Beverages, 501 - 1,000 employeesUsed the software for: More than 2 years. “Version 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple systems with OSticket)Email fetch time issue - it takes more time to fetch the mail than what we configured in the systemVersion 1.17 has an issue with one DB view - department-wise ticket countAuto escalation not available“ April 25, 2023 FA Fabruzio A TechnicianInformation Technology and Services, 2 - 10 employeesUsed the software for: 6-12 months. “I use osTicket everyday and helps me a lot to manage customers requests.“ May 13, 2024 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 IA Isaac A CEOHuman Resources, 11 - 50 employeesUsed the software for: 6-12 months. “osTicket has made it a seamless experience in connecting with our clientele!“ May 20, 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 75 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 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 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 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 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 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 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 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 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 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 AK Andreas K. Delivery Manager Information Technology and Services Used the software for: 1-2 years ### "Super Ticketsystem für kleine Umgebungen." February 13, 2025 4.0 Wir haben es in einer kleinen Kundenumbung genutzt, dort war es aus Kostennutzen Sicht perfekt. Pros Kostenloses Ticketsystem für kleinunternehmen, gegen kleines Geld erweiterter Support bzw Hosting buchbar. Bietet AD Anbindung sowie SelfService Portal. Klasse Support Community Cons Ehr für kleiner Umgebungen/ Kunden gut nutzbar. Keine vernünftige CMDB Verwaltung. Alternatives considered [OTRS](https://www.capterra.com/p/127284/OTRS/) Reason for choosing osTicket Aus Kostengründen wurde sich für OSTicket entschieden Review Source JS Jelfry S. Help desk supervisor Consumer Services Used the software for: Less than 6 months ### "Free and awesome!!!" March 3, 2025 5.0 Overall my experience has been awesome. We implemented Osticket for new work and fix orders and the use has been incredible. Pros The most I loved about osTicket was how easy and simple creating a ticket became for our customers, they don't have the needs to interact with one of our representatives for it. Increasing the orders we can manage offline and then just send a notice to the customer whenever the order is completed or if we need to take additional steps. It is fully customizable so we can choose whatever we want to add or remove.² Cons I haven't find any issues until now, but since we have less interactions with some of our customers we might lose some sales opportunities. Review Source HA Hamed A. Manager Alternative Medicine Used the software for: Less than 6 months ### "Ostaket advantage" March 28, 2025 4.0 \* It helps support teams track, prioritize, and resolve customer issues efficiently. \* IT Help Desk: \* It's used to manage internal IT support requests from employees. Pros It is osTicket is a widely used open-source ticketing system that helps organizations manage and track customer support requests. Here's a breakdown of its uses and advantages: Cons Uses: \* Customer Support: \* It centralizes customer inquiries from various channels (email, web forms, phone) into a single platform. 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 VR Verified Reviewer Founder & CEO Computer Software Used the software for: 1-2 years ### "Free and easy to setup support ticket system to deliver a great user support experience." January 14, 2018 4.0 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. Review Source VR Verified Reviewer Technology Integration Specialist Education Management Used the software for: 2+ years ### "Backbone Ticketing For Tech" February 17, 2019 4.0 Overall OSTicket lets our tech and maintenance teams address issues in a timely fashion. It is pretty simple to use and therefore easier than some systems for our less technical staff. Pros The software allows our staff to create trouble tickets for both tech and maintenance. The incorporation into out email system (Gmail) easily lets staff create these tickets through simple emails. More advanced users can log into the portal and track all of their open tickets. Cons Our previous software was harder to setup but had a few more features. It would be nice to have a heftier reporting feature or trend management built in. Inclusion of asset tracking would be a plus too. Review Source VR Verified Reviewer Directrice, succursale ventilation Machinery Used the software for: 2+ years ### "Great software" January 16, 2019 5.0 We implemented this software to better track the problems encountered by our clients and to better assist them. Pros Open sourced, customizable, very easy to use and multi-user. You get reports so you can keep track of your statistics. Its easy to setup and install and you can host it on your own servers. Cons Search function is terrible. Feels a bit unfinished but they are always doing upsates and improving. Review Source SB Shawn B. IT Manager Industrial Automation Used the software for: 2+ years ### "osTicket" December 20, 2019 5.0 Overall osTicket has significantly helped me streamline our IT support in a mid-sized company. Pros osTicket is an open-source help desk ticketing system. It has all the best features, is easy to set up, deploy, and maintain and is fully customizable. I needed a help desk platform that could be hosted on-site and osTicket has fit the bill perfectly. Cons I really don't have any cons for this software. It's open-source and the developers monitor their support forums well so issues can be resolved in a timely manner. Review Source SK Sean K. IT Director Real Estate Used the software for: 2+ years ### "We use multiple instances of this software from IT tickets to Purchase orders" March 27, 2018 5.0 It is versatile. We use it for multiple things like IT support, Customer complaints, and contractor purchases. 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. Review Source SS Simona S. Consulente Information Technology and Services Used the software for: 1-2 years ### "Soluzione Helpdesk gratuita" November 13, 2021 4.0 Utilizziamo in azienda da diverso tempo questa soluzione per gestire i ticket di assistenza dei ns.clienti. Pros Offre diverse funzionalità per gestire comodamente le richieste di assistenza. Essendo Open source è possibile customizzare la form di inserimento dati e campi aggiuntivi. Cons E' risultata piuttosto difficoltosa la configurazione e la creazione degli utenti e i team di lavoro. Review Source sP sai P. Customer Success Representative Computer Software Used the software for: 2+ years ### "Its easy and user friendly " November 7, 2017 3.0 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 Review Source SB Steve B. Owner Automotive Used the software for: 2+ years ### "Os ticket keeping our tickets sorted easily" November 20, 2018 5.0 Pros I love their free platform and allowing self hosting. Its kept our tickets neat and clean and we get them out fast. It has a user interface that is pretty easy to navigate and my customers love it Cons Can be a bit tricky to install but once its up its easy to do. Review Source ES Ericus S. IT Operations Manager Information Technology and Services Used the software for: 6-12 months ### "The free version works perfectly" October 17, 2018 4.0 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. Review Source VR Verified Reviewer Senior Network Engineer Computer Networking Used the software for: 6-12 months ### "Free tickets system" October 12, 2018 4.0 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. Review Source PT Paul T. Chair Arts and Crafts Used the software for: 1-2 years ### "Great feature packed helpdesk system." March 12, 2018 5.0 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. Review Source Similar Products Featured