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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.

Who Uses osTicket?

osTicket is an opensource support ticket system. It routes inquiries created via email, web-forms, and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform.

osTicket Software - 1

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Reviews of osTicket

Average score

Overall
4.3
Ease of Use
4.3
Customer Service
4.0
Features
4.2
Value for Money
4.8

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
42%
4
48%
3
10%
Kyle
Kyle
Executive Management Team in US
Verified LinkedIn User
Construction, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

Great Help Desk Ticket System

5.0 7 years ago

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.

Indrawan
IT MANAGER in Indonesia
Hospital & Health Care, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

OsTicket can provide what we need

4.0 3 years ago

Comments: 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.

Sara
Engineer in Italy
Information Technology & Services, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

The jumping Kangaroo I like

4.0 4 weeks ago New

Comments: 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.

Aravinth
Aravinth
System Administrator in India
Verified LinkedIn User
Food & Beverages, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great helpdesk system | Opensource and Paid version

3.0 last year

Comments: 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

Fabruzio
Technician in Italy
Information Technology & Services, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

osTicket an easy way to manage customers tickets

5.0 last month New

Comments: 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