Support Incident Tracker vs osTicket

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

Support Incident Tracker is a Business & Commerce solution with tags like help-desk, ticket-tracking, knowledge-base.

It boasts features such as Ticket management, SLA tracking, Knowledge base, Reporting, Ticket assignment, Ticket workflow automation, Multiple support channels (email, social media, chat, etc), Contact management, Time tracking and pros including Easy to use interface, Customizable ticket fields and workflows, Robust reporting and analytics, Integration with other software, Mobile access, Self-service portal, SLA and escalation rules engine.

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.

Support Incident Tracker

Support Incident Tracker

Support Incident Tracker is a help desk software that allows companies to track, manage and resolve customer support tickets. It includes features like ticket assignment, SLA tracking, knowledge base, and reporting.

Categories:
Business & Commerce Customer Service
help-desk ticket-tracking knowledge-base

Support Incident Tracker Features

  1. Ticket management
  2. SLA tracking
  3. Knowledge base
  4. Reporting
  5. Ticket assignment
  6. Ticket workflow automation
  7. Multiple support channels (email, social media, chat, etc)
  8. Contact management
  9. Time tracking

Pricing

  • Freemium
  • Subscription-Based

Pros

Easy to use interface

Customizable ticket fields and workflows

Robust reporting and analytics

Integration with other software

Mobile access

Self-service portal

SLA and escalation rules engine

Cons

Can be pricey for small teams

Not ideal for complex or large-scale deployments

Limited custom code integration options

Support for some features requires premium plan

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