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.
open-source
ticket-system
customer-support
helpdesk-software
osTicket: Open Source Ticket Support Systems
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.
What is OsTicket?
osTicket is an open-source support ticket system used by companies to track, prioritize, and solve customer support requests. It provides an email-based help desk system that replaces traditional email support.
Key features of osTicket include:
- Email ticket management - Customers can submit tickets via email which become support requests in the system.
- Staff ticket assignment - Tickets can be assigned to agents based on availability, department, and skills.
- Ticket management workflow - Tickets progress through statuses like Open, Resolved, Closed. Agents can set due dates and SLAs.
- Knowledgebase module - Help articles can be created and linked to common issues for self-service.
- Reporting and analytics - Track performance with detailed reports and charts showing trends.
- Email notifications - Get alerts when new tickets are received or updated.
- Lightweight and easy to use - osTicket is simple to set up without extensive configuration.
- Open source - osTicket is released under GNU/GPLv2 and completely free.
- Third party integration - Integrate with SMTP, IMAP, POP3, LDAP, and more.
Companies like osTicket because it is easy to implement without additional infrastructure or hardware costs to get started. The system focuses specifically on managing customer support tickets across the business.
OsTicket Features
Features
- Ticket management
- Email piping
- Knowledgebase
- SLA enforcement
- Canned responses
- Ticket filters
- User roles and permissions
- Multilingual support
- 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
Official Links
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