osTicket

About osTicket

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.

Screenshots & Videos

Pricing

Free Trial Not Available
Starts at $12.0. Offers Free-forever and Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.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

98%
Reviews

80%
Momentum

71%
Popularity

78%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)
Individuals

API Support

Available

Modes of Support

Business Hours, Online

osTicket Awards

# 9 Most Popular Software Help Desk Software
Q2 2024

# 5 Fastest Growing Software Help Desk Software
Q2 2023

# 7 Most Popular Software Help Desk Software
Q2 2023

# 9 Highly Rated Help Desk Software
Q1 2022

# 16 Fastest Growing Help Desk Software
Q1 2022

# 6 Most Popular Help Desk Software
Q1 2022

# 13 Highly Rated Help Desk Software
Q1 2021

# 6 Most Popular Help Desk Software
Q1 2021

osTicket Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%

Unique Features

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding 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.

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

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

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

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

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

osTicket Pricing

Free Trial

Not available

Pricing Options

Freemium ( Limited Features )

Premium Plans ( Open-source / Subscription / Quotation Based )

Pricing Plans

Open Source Free

Features

Email Integration Supported

Cloud Hosted $12.00 $12.00 per month

$12 Per Agent Per Month

Features

Email Integration Supported
Email & Phone Ongoing Support
Free Walk-through Session
Managed Upgrades & Maintenance
Rock-solid Infrastructure, Guaranteed Uptime
Daily Backups, Redundant Platform

Virtual Appliance Custom

Features

Includes Features of Cloud-hosted Plan, Plus
Customized to Fit Business Needs

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 20/03/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about osTicket Pricing

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osTicket Reviews

User Rating

4.9/5 (Based on 14 Ratings)

Rating Distribution

Excellent
85.7%
Very Good
14.3%
Average
0%
Poor
0%
Terrible
0%

User Sentiments

Ticket Management, Customization Options, Email Integration, Ease of Use

Outdated UI Design, Limited Third-Party Integrations, Complex Configuration, Lack of Reporting Functionality

Do You Use osTicket?

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Review Summary

osTicket is a popular open-source help desk system praised for its ease of use and customization options, making it ideal for small businesses and internal teams. Users find its integration with email systems seamless, allowing for quick ticket creation and efficient management. While users appreciate its free self-hosted option, some point to outdated design and limited reporting functionality as drawbacks. Despite these shortcomings, osTicket remains a valuable tool for streamlining support processes and organizing customer inquiries.