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93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

osTicket logo
Help Desk Software

4.4 163 user ratings

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86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Desky logo
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97% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Zoho Desk logo

Zoho Desk

Help Desk Software

4.5 4,332 user ratings

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Sponsored

90% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Capacity logo

Capacity

Help Desk Software

4.9 53 user ratings

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Overview

Description osTicket is an open-source helpdesk management software solution that offers both IT asset management and ticket management within the same head. The software is most suited for small and medium-sized enterprise customers. It offers a built-in portal for customers to submit their tickets and track the request status. The auto-assign option helps in automatically routing incoming tickets to the most appropriate departments and members according to their descriptions. On successful submission of tickets, an automated email response is sent out to the customers to keep them posted about the latest update on the queries/issues. osTicket also offers an interactive dashboard and different reporting modules that allow teams to prepare customized reports. The data-rich reports are crucial for the IT department and can be used to gain complete insight into the helpdesk operations like ticket handling procedures, and staffing levels. Additional features such as powerful ticket filter, help topics library ticket locking mechanism to avoid dual response, etc. make os Ticket a complete helpdesk package for enterprises. Read more Desky is a simple helpdesk ticketing solution that’s fast and affordable to delight customers. The platform is designed to make support tickets work faster for customers and agents. With a transfer button right next to the support ticket, users can assign it directly to the respective departments and team members. With the unique user interface design, users can respond to their customers faster and easier. The live chat option comes with a mix of the right features to boost conversions. It helps to maintain brand consistency by styling the customer helpdesk according to your brand’s look and feel. Users can personalize brand elements like logo, color, content, and favicon. Businesses can design their Desky by selecting what information is perfect to grab customer attention. It allows users to link their subdomain to their support portal. The tool provides an option where tickets can be converted to emails automatically and also convert incoming emails into tickets. Read more It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call center solution to address the issues of the customers. It has social support integration that allows you to answer your customer queries in their favourite social media channels like Twitter and Facebook. In addition, it has a separate knowledge base which contain answers for frequently asked questions. Along with this, it has reporting tool and analytics feature using which your managers can identify the issues related to your agent’s performance. Read more Introducing Capacity, ultimate solution to the never-ending chaos of information overload. Imagine a world where team is no longer wastes valuable time sifting through endless emails, playing phone tag, or getting interrupted with constant shoulder taps. With Capacity, can revolutionize the way to work by empowering team with instant access to the knowledge they need to do their best work. With cutting-edge technology, can automate processes and streamline the workflow, delivering a single, intuitive dashboard that puts all organizational knowledge right at fingertips. No more wasting precious minutes searching for that critical piece of information buried deep within an email thread. With Capacity, can access the knowledge need to excel, instantly. Join the ranks of successful professionals who have already experienced the transformative power of Capacity. Its known that professionals like to depend on accurate and reliable information to make critical decisions. That's why Capacity is designed with the utmost commitment to accuracy and security. The prioritize data integrity and protect sensitive information, giving peace of mind while focus on achieving more. Empower team with the tools they need to thrive, and watch as efficiency, productivity, and innovation soar to new heights. Don't let information overload hold back any longer. Embrace Capacity, the game-changing solution that brings clarity, continuity, and cohesion to the organization. Experience the future of work, today. Read more
Pricing Options
  • Free Trial Available
  • Starts at $12.0. Offers Free-forever and Custom plan.
  • Free Trial Available
  • Starts at $4.5.
  • Free Trial Available
  • Starts at $7.0.
  • Free Trial Not Available
  • Starts at $49.0. Offers Custom plan.
SW Score & Breakdown

93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more
    99%
  • Reviews
    83%
  • Momentum
    63%
  • Popularity
    83%

86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more
    94%
  • Reviews
    72%
  • Momentum
    60%
  • Popularity
    75%

97% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more
    100%
  • Reviews
    88%
  • Momentum
    71%
  • Popularity
    93%

90% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more
    97%
  • Reviews
    69%
  • Momentum
    65%
  • Popularity
    85%
SaaSworthy Awards # 9 Most Popular # 5 Fastest Growing # 10 Fastest Growing # 3 Most Worthy # 10 Fastest Growing
Not Available

Features

Total Features
17 Features
14 Features
18 Features
16 Features
Common Features for All
    Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come
    Automated Routing It helps in automatically directing queries and data to the appropriate agent.
    Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company
    Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement
    Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.
    Document Storage Helps in storing the documents electronically and in a systematic way
    Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future
    Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.
    Known Issue Management Helps to tackle and to manage familiar issues or routine challenges
    Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online
    Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.
    Multi-Channel Communication Helps in receiving queries and offering help through multiple channels
    Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions
    Social Media Integration Enables integrating the software with social media for better reach and coverage
    Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback
    Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved
  • + 13 More - Show Less
    • Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come
      Automated Routing It helps in automatically directing queries and data to the appropriate agent.
      Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company
      Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement
      Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.
      Document Storage Helps in storing the documents electronically and in a systematic way
      Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future
      Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.
      Known Issue Management Helps to tackle and to manage familiar issues or routine challenges
      Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online
      Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.
      Multi-Channel Communication Helps in receiving queries and offering help through multiple channels
      Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions
      Social Media Integration Enables integrating the software with social media for better reach and coverage
      Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback
      Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved
  • + 10 More - Show Less
    • Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come
      Automated Routing It helps in automatically directing queries and data to the appropriate agent.
      Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company
      Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement
      Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.
      Document Storage Helps in storing the documents electronically and in a systematic way
      Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future
      Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.
      Known Issue Management Helps to tackle and to manage familiar issues or routine challenges
      Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online
      Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.
      Multi-Channel Communication Helps in receiving queries and offering help through multiple channels
      Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions
      Social Media Integration Enables integrating the software with social media for better reach and coverage
      Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback
      Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved
  • + 13 More - Show Less
    • Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come
      Automated Routing It helps in automatically directing queries and data to the appropriate agent.
      Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company
      Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement
      Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.
      Document Storage Helps in storing the documents electronically and in a systematic way
      Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future
      Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.
      Known Issue Management Helps to tackle and to manage familiar issues or routine challenges
      Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online
      Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.
      Multi-Channel Communication Helps in receiving queries and offering help through multiple channels
      Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions
      Social Media Integration Enables integrating the software with social media for better reach and coverage
      Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback
      Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved
  • + 12 More - Show Less
  • Unique Features
      AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.
      Multi-language Support Available in multiple languages to support global customers
      AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.
      Multi-language Support Available in multiple languages to support global customers
      AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.
      Multi-language Support Available in multiple languages to support global customers
      AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.
      Multi-language Support Available in multiple languages to support global customers

    Technical Details

    Organization Types Supported
    • Individuals
    • Freelancers
    • Large Enterprises
    • Medium Business
    • Small Business
    • Individuals
    • Freelancers
    • Large Enterprises
    • Medium Business
    • Small Business
    • Individuals
    • Freelancers
    • Large Enterprises
    • Medium Business
    • Small Business
    • Individuals
    • Freelancers
    • Large Enterprises
    • Medium Business
    • Small Business
    Platforms Supported
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    Modes of Support
    • 24/7 (Live rep)
    • Business Hours
    • Online
    • 24/7 (Live rep)
    • Business Hours
    • Online
    • 24/7 (Live rep)
    • Business Hours
    • Online
    • 24/7 (Live rep)
    • Business Hours
    • Online
    API Support
    • Available
    • NA
    • Available
    • Available

    Reviews & Ratings

    User Rating
    4.4/5 163 user ratings
    Not Available
    4.5/5 4,332 user ratings
    4.9/5 53 user ratings
    Rating Distribution
    • Excellent

      46.6%
    • Very Good

      47.2%
    • Average

      5.5%
    • Poor

      0%
    • Terrible

      0.6%
    Not Available
    • Excellent

      61.1%
    • Very Good

      32.2%
    • Average

      5.7%
    • Poor

      0.4%
    • Terrible

      0.6%
    • Excellent

      90.6%
    • Very Good

      7.5%
    • Average

      1.9%
    • Poor

      0%
    • Terrible

      0%
    User Sentiments
      Not Available
      Not Available

      Ease of Use, Customizable Interface, Extensive Integrations, Comprehensive Ticketing System

      Mobile Application Limitations, Confusing Navigation, Limited Customization of Help Center, Slow Support Response

      Not Available
    Review Summary
    Not Available
    Not Available

    Zoho Desk, a customer support software, garners mixed reviews across various platforms. Users commend its user-friendly interface, customizable features, and robust reporting capabilities. However, some express dissatisfaction with its limited integrations, occasional glitches, and subpar customer support. Reviewers also highlight the need for improved mobile functionality and more comprehensive reporting options. Overall, Zoho Desk is generally well-received, although there is room for improvement in certain areas to enhance user satisfaction.

    Not Available
      Read All User Reviews Read All User Reviews Read All User Reviews Read All User Reviews

    AI-Generated from the text of User Reviews

    Pricing

    Pricing Options
    • Free Trial Available
    • Starts at $12.0. Offers Free-forever and Custom plan.
    • Free Trial Available
    • Starts at $4.5.
    • Free Trial Available
    • Starts at $7.0.
    • Free Trial Not Available
    • Starts at $49.0. Offers Custom plan.
    Pricing Plans
    Monthly Plans Annual Plans

    Open Source Free

    Cloud Hosted $12.00 $12.00 per user / month

    Virtual Appliance Custom

    Freelancer $4.50 $5.00 per month

    Startup $17.08 $19.00 per month

    Business $35.08 $39.00 per month

    Enterprise $134.08 $149.00 per month

    Standard $14.00 $20.00 per user / month

    Professional $23.00 $35.00 per user / month

    Enterprise $40.00 $50.00 per user / month

    Zoho Desk Express $7.00 $9.00 per user / month

    Growth $49.00 $49.00 per user / month

    Professional $99.00 $99.00 per user / month

    Enterprise Custom

     
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    Alternatives

     

    Screenshots & Videos

    Screenshots Custom Fields screenshot
    + 10 More
    Dashboard Conversation
    + 2 More
    Not Available
    Videos Video Thumbnail
    + 1 More
    Video Thumbnail Video Thumbnail
    + 3 More
    Video Thumbnail
    + 1 More

    Vendor information

    Company Details Located in: Alexandria, Louisiana Founded in: 2015 Located in: Mumbai, India Founded in: 2020 Located in: Pleasanton, California - 94588 Located in: University City, Missouri Founded in: 2017
    Contact Details

    +1 318-290-3674

    https://osticket.com/

    Not available

    https://desky.support/

    +1 888-900-9646

    https://www.zoho.com/desk/

    (314) 502-9412

    https://capacity.com/

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