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Osticket Reviews
19 reviews
- 01 What is Osticket?
- 02 Pros and cons from reviewers
- 03 Main features
- 04 How Osticket compare to similar software?
- 05 Who is Osticket best for according to our reviewers?
- 06 Osticket Reviews
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01 What is Osticket?
osTicket is a popular open source ticket management system that consolidates inquiries from various sources into a user-friendly web interface. It's designed to help organizations manage and archive their support ticket requests with features like custom fields, ticket filters, auto-responder, and dashboard reports. The software supports rich text or HTML email, attachments, and embedded images. It can be extended with free add-ons and plugins and customized to meet an organization's specific needs. osTicket enhances customer service efficiency by ensuring all support requests are tracked and none are overlooked. Special promotions are available for osTicket and similar software.
02 Pros and cons from reviewers
Pros from reviewers
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Cost-effective
osTicket is more cost-effective than many other ITSM and ticketing management systems. It offers numerous categories and elements, simplifying form creation -
Customizable and user-friendly
osTicket provides a lot of customization options and is user-friendly. It can operate in a small hosting environment, is quick and easy to set up, and can be self-hosted -
Robust open-source community
osTicket has a robust open-source community and has been thoroughly tested by that community. It offers a platform for employees to report issues to various departments and receive prompt responses -
Wide range of features
osTicket provides a wide range of features and options that enable customization and delivery of a superior user support experience. It includes an easy-to-set-up knowledge base for frequently asked questions, which aids in reducing support requests. -
Easy ticket management
osTicket conveniently allows users to submit help requests via email, automatically generating a ticket and notifying the help desk. It facilitates ticket assignment to different technicians, transfers, and keeps a detailed record of all ticket-related activities
Cons from reviewers
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Lack of auto escalation
Despite its many features, osTicket does not offer an auto escalation feature, which can be a significant disadvantage for businesses that need to prioritize certain tickets -
Limited file type support
osTicket does not support all file types as attachments, which can limit the types of files that can be shared through the system -
Lack of automatic ticket closure
osTicket does not have a feature to automatically close tickets after a certain period of time, which can lead to clutter and disorganization -
Outdated technology
Some users have noted that osTicket uses somewhat outdated technology, which may not be as efficient or effective as newer systems -
Limited mobile app
While osTicket does offer a mobile app, some users have found it to be limited in its capabilities and costly for what it delivers.
03 Main features
Starting Price
Free Plan
Rich Text Support
Open Source
Ticket Management System
Customization Features
Extendable with Add-ons
N/A
Free Plan
No
Rich Text Support
Open Source
Ticket Management System
Customization Features
Extendable with Add-ons
04 How Osticket compare to similar software?
05 Who is Osticket best for according to our reviewers?
-
Startups and Small Businesses
osTicket is an excellent tool for startups and small businesses due to its cost-free usage and simple implementation. It provides a wide range of features and options that enable customization and superior user support experience -
Ecommerce Businesses
osTicket can help ecommerce businesses manage multiple customer service managers and inboxes, ensuring optimal time usage and effective customer service. Despite its somewhat complex setup, it remains a top choice for managing high volumes of customer service requests -
Non-Profit Organizations
osTicket is an excellent tool for non-profit organizations due to its cost-free usage and simple implementation. It provides a wide range of features and options that enable customization and superior user support experience. However, it lacks some crucial features like automatic ticket closure and custom themes. -
IT Help Desk Teams
These teams can use osTicket to manage help requests, assign tickets to technicians, and keep detailed records of all ticket-related activities. The software also provides valuable reports, such as the number of tickets closed and average response time -
ITSM and Ticketing Management Beginners
osTicket is beneficial for those new to ITSM and ticketing management. It provides numerous categories and elements, simplifying form creation. However, it could benefit from a business intelligence dashboard or decision report for management
06 Osticket Reviews
Osticket rating
Ease of use
Customer service
Value for money
Likelihood to recommend
Features
Osticket Reviews
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Laura Smith
Responsive and Helpful Support Team: Minimizing Disruptions with osTicket
Lastly, the support team for osTicket is very responsive and helpful. They have assisted us promptly whenever we faced any issues, ensuring minimal disruption to our operations.
August 10, 2024
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Donna Jones
Efficient Knowledge Base in osTicket Streamlines Support Operations
The knowledge base feature in osTicket is excellent. It has reduced the number of repetitive queries, freeing up our team to focus on more complex issues
August 5, 2024
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Larry
Easy-to-use Support Tickets, Email Alerts, and Mobile App with osticket
In my view, osticket is a complimentary support ticket software that provides ticket tracking and email notifications. Tasks can be appended to tickets for extra steps before closure. The user management is quite simple, with users grouped by teams and departments, and files can be attached to tickets. There's a paid mobile app for basic ticket management. However, the notifications and team/department access seem disorganized and feel like an afterthought. The mobile app is rather limited and costly for what it delivers.
July 29, 2024
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Sophia D
Efficient Email-to-Ticket Conversion: osTicket's Fantastic Feature
The email-to-ticket feature in osTicket is fantastic. It automatically converts customer emails into support tickets, ensuring that no customer query goes unnoticed
July 23, 2024
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Flannery M
Globalizing Customer Support: osTicket's Multilingual Advantage
osTicket's multi-language support has helped us cater to a diverse customer base. It has truly globalized our customer support system
July 15, 2024
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Amber N
Flexibility Found: Reviewing the Open-Source Power of osTicket
I appreciate the fact that osTicket is open-source. This allows us to modify the software as per our requirements, providing us with a level of flexibility that is hard to find in other similar tools
July 8, 2024
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Justin C
osTicket: A Game-Changer for Our Organization
osTicket has been a game-changer for our organization. Its seamless integration with our existing systems was smooth and hassle-free
June 29, 2024
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Lisa J
Unwavering Stability: 9 Years of Flawless Performance with osTicket!
I consider osTicket as the best open source ticketing system available. It offers a platform for our employees to report issues to various departments and receive prompt responses. It also enables us to monitor performance metrics and identify issue trends. A notable feature is its capability to keep a historical record of all problems and outages. The software is free, customizable, and user-friendly, with an active support forum and community. There are also third-party developers who provide both free and paid plugins and modifications to customize the system to specific needs. The parent company, Enhancesoft, provides paid support, hosting, custom installation services, and even develops features that are not currently available. However, I think the developers have been slow in implementing some crucial features, like responsive themes. Even though it's possible to create your own themes, I believe this feature should be included. The developers have promised this in the upcoming 2.0 release.
June 22, 2024
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Christine Williams
Effortless Setup for a Free Support Ticket System Delivering Excellent User Experience
As a user, I find osTicket to be an excellent tool for non-profit and small businesses due to its cost-free usage and simple implementation. It provides a wide range of features and options that enable me to customize and deliver a superior user support experience. For example, I can create custom departments, personalize support system pages, and alter ticket fields by adding extra ones. osTicket is highly adaptable, offering numerous options to modify all aspects of the user support experience, including customizing departments, user emails, pages, and alerts. It also includes an easy-to-set-up knowledge base for frequently asked questions, which aids in reducing support requests. However, I've observed that osTicket is missing some crucial options and features. For instance, it doesn't have the feature to automatically close tickets after a certain time, an option to disable overdue behavior, and it lacks custom themes for both user and agent interfaces.
June 17, 2024
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Esme G
Top Choice for Help Desk Software 222: osTicket
I had a positive experience with osTicket and would recommend it. It's simple to modify forms and workflow configurations. Despite a limit on features, it's not a major issue. I switched to osTicket to experiment with different software.
June 9, 2024
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Secret has already helped tens of thousands of startups save millions on the best SaaS like Microsoft Teams, Google Workspace & many more. Join Secret now to buy software the smart way.