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What is osTicket?

Industry Specialties: Serves all industries

osTicket is help desk software that streamlines support processes and enhances communication between agents and customers. It's designed for businesses of all sizes seeking an efficient way to manage support requests. Key benefits include centralized ticket management, automated workflows, and customizable reporting. Popular features encompass ticket assignment, knowledge base integration, and customer self-service options. Compared to other Help Desk Software, osTicket is generally praised for its user-friendliness, open-source nature, and cost-effectiveness.

Pricing is flexible, with a free version available for basic needs. Paid plans start at a modest monthly fee and offer additional features such as multi-channel support, SLA management, and enhanced reporting capabilities.

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#42

osTicket is ranked #42 in the Help Desk Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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osTicket Pricing

Based on our most recent analysis, osTicket pricing starts at $10 (Per User, Monthly).

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Starting From
$10
Pricing Model
Per User, Monthly
Free Trial
No

Training Resources

osTicket is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for osTicket:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

osTicket Benefits and Insights

Why use osTicket?

Key differentiators & advantages of osTicket

  • Seamless Ticket Management: osTicket streamlines ticket creation, tracking, and resolution, providing a centralized platform for efficient support.
  • Enhanced Collaboration: Facilitate teamwork with shared notes, file attachments, and internal ticket comments, fostering collaboration between support agents.
  • Automated Workflows: Automate repetitive tasks such as ticket assignment, escalation, and notifications, freeing up agents' time for more complex issues.
  • Improved Customer Satisfaction: Provide prompt and personalized support through customizable ticket forms, reducing resolution times and enhancing customer experiences.
  • Powerful Reporting and Analytics: Track key performance indicators, identify trends, and generate reports to optimize support processes and improve efficiency.
  • Increased Agent Productivity: Empower agents with tools like canned responses, knowledge base access, and customizable dashboards, maximizing their productivity.
  • Scalability and Flexibility: Easily adapt osTicket to growing support needs by adding agents, departments, and custom fields, ensuring a scalable solution.
  • Open Source and Community-Supported: Benefit from a vibrant community of developers and users who contribute to osTicket's continuous improvement and support.

Industry Expertise

osTicket is a free and open-source help desk software designed specifically for small and medium-sized businesses. It offers a range of features to streamline customer support, including ticket tracking, knowledge base management, and email integration. osTicket is particularly well-suited for industries with high customer support volumes, such as IT support, customer service, and e-commerce.

osTicket Reviews

Average customer reviews & user sentiment summary for osTicket:

User satisfaction level icon: great

92 reviews

86%

of users would recommend this product

osTicket has a 'great' User Satisfaction Rating of 86% when considering 92 user reviews from 2 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of osTicket reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

  • Customization Options: osTicket's open-source nature allows for extensive customization to meet specific business needs, such as custom fields, automated workflows, and tailored reporting.
  • User-Friendly Interface: Its intuitive interface and easy-to-use dashboard simplify ticket management, reducing training time for help desk staff.
  • Integration Capabilities: osTicket seamlessly integrates with popular CRM, email, and knowledge base systems, enhancing productivity and streamlining workflows.
  • Automated Ticket Routing: Automated ticket routing based on predefined rules ensures tickets are assigned to the right team or individual, reducing response times.
  • Robust Reporting and Analytics: Comprehensive reporting and analytics provide valuable insights into ticket trends, agent performance, and customer satisfaction, enabling data-driven decision-making.

Cons

  • Difficult Customization: Modifying osTicket's appearance and functionality requires extensive coding knowledge, limiting customization options for non-technical users.
  • Limited Reporting: osTicket's reporting capabilities are basic, lacking advanced filtering, sorting, and data visualization options for in-depth analysis.
  • Frequent Updates: osTicket releases frequent updates, which can be disruptive for businesses that rely on stability and continuity.
  • Lack of Native Integration: osTicket's native integrations with other business applications are limited, requiring additional plugins or manual workarounds.
  • Limited Mobile Support: osTicket's mobile app is limited in functionality, making it challenging for technicians to manage tickets while on the go.

Researcher's Summary:

Users appreciate osTicket's user-friendly interface and customizable features, allowing them to tailor the software to their specific needs. Its open-source nature enables easy integration with other applications and provides access to a vast community for support and development. Compared to proprietary solutions, osTicket offers cost-effectiveness and flexibility, making it a compelling choice for organizations seeking a budget-friendly and adaptable help desk solution.

However, some users have reported occasional performance issues, particularly when handling a high volume of tickets. Additionally, its reporting capabilities may be limited compared to more advanced solutions. Nonetheless, osTicket remains a strong option for small to mid-sized businesses and organizations with limited resources due to its ease of use, customization options, and open-source nature.

Key Features

Notable osTicket features include:

  • Centralized Help Desk: Manage all support requests from a single, organized platform, improving efficiency and reducing response times.
  • Multi-Channel Support: Seamlessly handle support requests via email, web forms, live chat, and phone, providing a convenient and comprehensive support experience.
  • Ticket Automation: Automate routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on more complex issues.
  • Knowledge Base: Empower users to find self-help resources through a comprehensive knowledge base, reducing the number of support requests and improving customer satisfaction.
  • Reporting and Analytics: Gain valuable insights into support performance through detailed reports and analytics, enabling data-driven decision-making and continuous improvement.
  • SLA Management: Set and track service level agreements (SLAs) to ensure timely and consistent support, enhancing customer trust and loyalty.
  • Agent Collaboration: Facilitate seamless collaboration among support agents through internal notes, private messaging, and ticket sharing, improving issue resolution efficiency.
  • Customization: Tailor osTicket to specific business needs by customizing workflows, fields, and branding, ensuring a tailored support experience.
  • Integrations: Integrate osTicket with other business tools, such as CRM, billing systems, and project management software, streamlining operations and improving data flow.
  • Open Source: Access the full source code of osTicket, allowing for complete control and customization, and fostering a collaborative community of developers.
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