# Page 3 | osTicket Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 # Page 3 - Reviews of osTicket ## Showing most helpful reviews Showing 51-75 of 76 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Eric K. COO Telecommunications Used the software for: 2+ years ### "Great tool forticketing" August 27, 2018 5.0 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. Review Source Alfredo J. Director Information Technology and Services Used the software for: 6-12 months ### "Leading open-source ticket management" April 17, 2021 5.0 Pros Once setup it is a very stable platform. All advanced ticket management features are available, including routing and templates. Cons Integrating into my workflow was challenging, since it would usually require developing a module by code. Reason for choosing osTicket Being open-source I was able to inexpensively provide customer service to my clients, so it was mostly a cost based decision. Review Source Adam P. IT Manager Legal Services Used the software for: 2+ years ### "Best open source Ticket system EVER!" May 4, 2018 5.0 love it Free and Great helpdesk software ! 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. Review Source MR Manish R. Manager IT Information Services Used the software for: 2+ years ### "Best Tool for IT Support Ticketing system" March 21, 2023 5.0 Pros It's Open source tool which perfect for IT support Ticketing system Cons They can Improve the reportings and launch some free plugins 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 VR Verified Reviewer Head of Delivery Operations, Enterprise and Public Sector Telecommunications Used the software for: Less than 6 months ### "Open source and free" February 25, 2018 5.0 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 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 rC rafeeque C. Deputy manger network administrator Used the software for: 2+ years ### "osticket open source and easy to implement " March 29, 2018 4.0 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 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 SH Stuart H. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Helpdesk made easier" December 13, 2018 4.0 Pros Nice and easy to review tickets sent in. Can configure multiple emails to receive them. Cons Found some limitations with file types and sizes 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 RO Ron O. Systems Administrator Logistics and Supply Chain Used the software for: 2+ years ### "Awesome Ticketing System Once Set Up" April 16, 2018 4.0 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. Review Source RM Raúl M. Responsable IT / Desarrollo de software Used the software for: Less than 6 months ### "Free self hosted version helped us organize support" March 31, 2018 4.0 Better management of issues for free. 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. 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 Dustin S. Superintendent of Information Technology Information Technology and Services Used the software for: 1-2 years ### "Pretty good for FOSS" August 2, 2018 4.0 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. 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) Review Source Alejandro H. Networking Manager Telecommunications Used the software for: Less than 6 months ### "Difficult to install, you need a webmaster to do so, very proficient on Apache and php." February 4, 2018 3.0 Only for companies that have almost zero budget but have a good developer in-house 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. Review Source Lakshmi Deepak K. Backend Lead Human Resources Used the software for: 2+ years ### "Ticketing software for supporting customers" November 21, 2018 4.0 Pros Ticket management solution for supporting end users of a company Cons for open source, only community support is needed. Review Source JV Joe V. System Support Specialist Education Management Used the software for: Less than 6 months ### "osTicket, the free opensource helpdesk solution" February 9, 2019 4.0 Overall, this is an OK helpdesk. The biggest benefit is that it can be hosted internally and it is free. However, for free you can use another solution (such as FreshDesk) which is much easier to setup. Pros The product is free, open-source, and self-hosted. This allows me to control every aspect, including any data entered into the system. Cons Setting this up is a pain. I am familiar with Linux, but it took a good bit of troubleshooting to get this working in LTS 18.04. 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 CP Chau P. Product Specialist Used the software for: Less than 6 months ### "osTicket is a great customer support tool" December 6, 2016 3.0 It's got everything we need to help our customers, from the basic ticket system with classifications to a functional knowledge base. 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 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 VA Victor A. Construction Used the software for: 2+ years ### "null" May 7, 2018 5.0 Review Source PT Paul T. Used the software for: ### "Just the ticket!" February 1, 2017 4.0 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. Pros Easy to use. Does what it says 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. Review Source Similar Products Featured ## 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.