# Page 2 | osTicket Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of osTicket ## Showing most helpful reviews Showing 26-50 of 75 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use UB Ulli B. Fachinformatiker Computer Software Used the software for: 1-2 years ### "Zusammenfassend sehr gute Erfahrung" February 27, 2025 4.0 Es wurde im Team gut angenommen. Nach ein paar Anpassungen und Optimierungen läuft es für uns perfekt. Pros Open Source Einfach zu bedienen Gut zu administrieren Anpassbar durch Erweiterungen oder Programmierungen Cons Das Setup hat und etwas Zeit gekostet, da einige Dinge nicht direkt ersichtlich sind Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing osTicket Hauptsächlich der Preis und die Kosten je Nutzer Review Source JT Jeff T. Lead Design and Support Computer Networking Used the software for: 2+ years ### "osTicket - Maybe next time!" March 19, 2025 3.0 I would use another ticket system if given the chance. Pros It let users submit and use a functioning ticket system. Cons It was very heavy ended and confusing for both the admin side and the user side. 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 AR ASIM R. Administrative assistant Airlines/Aviation Used the software for: 6-12 months ### "Wonderful experience " March 17, 2025 5.0 I really liked the usage interface and it was easy to use than other competitions Pros Honestly all of it i couldn't find a single thing that wasn't to my liking Cons To be real with you, it was spot on, perfect. 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 VR Verified Reviewer it technician Construction Used the software for: I used a free trial ### "Basic solution" December 19, 2024 4.0 I try this one and it's realy basic ticket solution we decid to switch to GLPI Pros \-open source - easy to us - low cost - easy to setup Cons \- Limited customizable - security vulnerabilities Alternatives considered [GLPI](https://www.capterra.com/p/126254/GLPi/) Reason for choosing osTicket we choose glpi because they have more features Review Source VR Verified Reviewer Engineer Food & Beverages Used the software for: I used a free trial ### "The Best Open Source helpdesk solution" February 7, 2025 4.0 Pros osTicket is the best open source help desk management software Cons osTicket very time-consuming to set up for beginner 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 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 SA Sara A. Engineer Information Technology and Services Used the software for: 6-12 months ### "The jumping Kangaroo I like" May 25, 2024 4.0 We switched some months ago from another product. After the initial settings (creation of staff, set the email subjects, the SLA, the fields to be displayed...) we start using OsTicket and it works really well. You just need to learn to manage and move among the various tabs, that may be a bit confusing sometime. I also use OsTicket via mobile phone, the web pages are clear and easy to navigate and interact. Well Done! Pros First of all, you can use OSticket freely, install it on a Linux machine, set your environment and you will have a fully working ticketing system. The interface may not look appealing, but it has all the information and features you need, plus of course you can customize it. Customers can open tickets via web interface or simply sending an email (you have to set this feature). You will receive an alert via email (remember to customize the alert) and on dashboard a new ticket will be displayed. Just assign it to yourself (or other collegue) and interact. Files and images can be attached. Very simple and intuitive to use. When you are on holiday you can set the holiday mode on your profile so you will not receive notifications, just remember to uncheck it when you come back. Cons You need a Linux machine and a bit of knowlegment to make OStocket work. Anyway you will find documentation on internet. Interface may look old. I suggest to zoom it. Review Source Aravinth N. System Administrator Food & Beverages Used the software for: 2+ years ### "Great helpdesk system | Opensource and Paid version" April 25, 2023 3.0 I've worked with several OSTicket versions for more than five years, from 1.5 to 1.17. further, i have implemented both the self-hosted and cloud versions for a number of organizations. this can be very useful especially if you are the first time using ITSM and ticketing management. Pros OS Ticket has been used as an IT Help Desk system and incident management systemEmail integration (O365 /Google workspace)Department-wise ticket number generation Help topic-wise SLAVery easy version upgrade for on-prem Cons 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 Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing osTicket OS Ticket has been used as an IT Help Desk system and incident management system for our company. Also, Users can easily send in a help request via email, for ticket generation and alerts to our help desk. Open Source edition with maximum features available. Very easy configuration as admin. 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 Assistant Director of IT Individual & Family Services Used the software for: 2+ years ### "Rock solid, no problems or outages related to the software for over 9 years!" June 5, 2018 4.0 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. 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. Review Source Tristan C. Game Developer Computer Games Used the software for: 6-12 months ### "BEST help desk software 2022" September 15, 2022 4.0 good experience overall and i would recommend Pros Easy to customize or edit forms and configurations for workflow Cons there is a limit to features but still not too bad Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Hiver](https://www.capterra.com/p/142975/Hiver/)[Zammad](https://www.capterra.com/p/207587/Zammad/)[Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Trying out different software Review Source VR Verified Reviewer Software Developer Information Technology and Services Used the software for: 2+ years ### "If Issue tracking and Ticket management is your requirement, osTicket is your choice." November 14, 2021 5.0 As a free opensource tool, osTicket is great. We used it in our startup and my current company which is really good. It does ticket management really well. There are loads of customization, it's easy to use and can even work in a small hosting environment. Pros Fast, quick and easy to setup. OpenSource so can be self-hosted. Cons Some file types are not supported as attachments. A bit obsolete in terms of technology but does the job. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing osTicket Open Source community and well tested by the community. Review Source VR Verified Reviewer SRE Information Technology and Services Used the software for: 2+ years ### "An easy Ticket system" November 15, 2022 5.0 We use Osticket more than five years. I highly recommend it. Pros You don't need a knowledge translation to start using it. It's simplier than others. Cons The release of new versions is slow. The User Interface is old. Alternatives considered [Odoo](https://www.capterra.com/p/135618/Odoo/) Review Source VR Verified Reviewer Sales Engineer Computer Software Used the software for: 2+ years ### "Perfect software for my ecommerce website support portal" July 16, 2018 5.0 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. Review Source Giorgi G. Used the software for: ### "Probably Best Free Customer Support Platform ever." November 8, 2016 3.0 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. 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 William F. Chief Operating Officer Used the software for: 2+ years ### "Support tickets, email notifications, mobile app, all relatively easy to use" June 26, 2018 4.0 Support ticket software, for free. But not the best feature set around. 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. Review Source II Indrawan I. IT MANAGER Hospital & Health Care Used the software for: 2+ years ### "OsTicket can provide what we need" September 6, 2021 4.0 my experience use this osticket is satisfy. this can very useful especialy if you are the first time use ITSM and ticketing management. Pros this ticketing system can have many categorized and element. so it is more easier to you while make your own form. Cons i think os ticket must build some business intelegent dashboard or make a decision report for management. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing osTicket osticket is usefull if you compare with the price. the price is lower than manage engine. but in the feature, osticket is not bad at all. Review Source VR Verified Reviewer IT Administrator Computer Software Used the software for: 2+ years ### "osTicket" December 27, 2018 5.0 So far great experience. Pros Great simple application for support ticket. I am using this app for the past 8 years or more. For someone looking for a basic ticketing system, this is the one. Since the app is opensource, no need to pay for it. lately they have paid hosted versions. I am running mine in my own server. For me this works perfectly as a ticketing platform. You can create web tickets or email tickets. Cons Reporting can be better. Since its a free app, it's not fair to complain. 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 Kyle M. Executive Management Team Construction Used the software for: 2+ years ### "Great Help Desk Ticket System" June 8, 2017 5.0 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. Review Source Gustavo P. Infrastructure and Network Administrator Higher Education Used the software for: 1-2 years ### "Good but not great" July 29, 2022 4.0 Pros It has an free option if you want to test it Cons Should be simpler, most companies don’t look for all the features so you may end paying for things you will never use Review Source Similar Products Featured ## Related categories [Issue Tracking](https://www.capterra.com/issue-tracking-software/)[ITSM](https://www.capterra.com/itsm-software/)[Help Desk](https://www.capterra.com/help-desk-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.