Helprace vs osTicket

Struggling to choose between Helprace and osTicket? Both products offer unique advantages, making it a tough decision.

Helprace is a Business & Commerce solution with tags like ticketing, knowledge-base, community-forums, customer-support-analytics, customer-service.

It boasts features such as Ticketing system, Knowledge base, Community forums, Customer support analytics, SLAs and response time tracking, Canned responses, Multi-channel support (email, social, chat, etc), Help desk automation, Customer satisfaction surveys, Reporting and analytics and pros including Intuitive and easy to use interface, Powerful automation capabilities, Robust knowledge base, Active community forums, Strong analytics and reporting, Flexible pricing options, Integrates with many tools via Zapier, Good for mid-sized companies.

On the other hand, osTicket is a Business & Commerce product tagged with open-source, ticket-system, customer-support, helpdesk-software.

Its standout features include Ticket management, Email piping, Knowledgebase, SLA enforcement, Canned responses, Ticket filters, User roles and permissions, Multilingual support, REST API, and it shines with pros like Open source and free, Easy to install and use, Highly customizable, Active community support, Scales for large organizations, Integrates with LDAP and Active Directory.

To help you make an informed decision, we've compiled a comprehensive comparison of these two products, delving into their features, pros, cons, pricing, and more. Get ready to explore the nuances that set them apart and determine which one is the perfect fit for your requirements.

Helprace

Helprace

Helprace is a customer service software that provides ticketing, knowledge base, community forums, and customer support analytics. It helps companies manage customer queries, requests, and issues more efficiently.

Categories:
Business & Commerce Customer Service
ticketing knowledge-base community-forums customer-support-analytics customer-service

Helprace Features

  1. Ticketing system
  2. Knowledge base
  3. Community forums
  4. Customer support analytics
  5. SLAs and response time tracking
  6. Canned responses
  7. Multi-channel support (email, social, chat, etc)
  8. Help desk automation
  9. Customer satisfaction surveys
  10. Reporting and analytics

Pricing

  • Freemium
  • Subscription-Based

Pros

Intuitive and easy to use interface

Powerful automation capabilities

Robust knowledge base

Active community forums

Strong analytics and reporting

Flexible pricing options

Integrates with many tools via Zapier

Good for mid-sized companies

Cons

Can be pricey for larger teams

Lacks some advanced customization options

Mobile app needs improvement

Setup and initial configuration can be complex

Support for newer channels like social media and chat could be better

osTicket

osTicket

osTicket is an open source ticket support system that allows companies to track, prioritize, and solve customer support tickets. It is lightweight, easy to set up, and enables efficient workflow.

Categories:
Business & Commerce Customer Support
open-source ticket-system customer-support helpdesk-software

OsTicket Features

  1. Ticket management
  2. Email piping
  3. Knowledgebase
  4. SLA enforcement
  5. Canned responses
  6. Ticket filters
  7. User roles and permissions
  8. Multilingual support
  9. REST API

Pricing

  • Open Source
  • Free

Pros

Open source and free

Easy to install and use

Highly customizable

Active community support

Scales for large organizations

Integrates with LDAP and Active Directory

Cons

Limited reporting capabilities

No native mobile apps

Steep learning curve for advanced configurations

Lacks some advanced features of paid solutions