osTicket vs SmarterTrack Comparison

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92% 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

Help Desk Software

4.6 58 user ratings

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84% 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

SmarterTrack

Help Desk Software

4.5 14 user ratings

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95% 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

Help Desk Software

4.6 6,390 user ratings

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98% 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

Freshdesk

Help Desk Software

4.6 3,278 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	SmarterTrack help desk software revolutionizes customer service by improving productivity, reducing support costs, and centralizing communication for analysis and compliance. This user-friendly platform empowers businesses to offer unparalleled support while making the best use of their employees. With SmarterTrack, every interaction is streamlined, ensuring that customer inquiries are resolved quickly and efficiently. This not only enhances customer satisfaction but also frees up valuable time for employees to focus on other tasks. By consolidating all communication in one location, SmarterTrack provides a comprehensive overview of customer interactions, making it easier to identify trends, resolve issues proactively, and ensure compliance with regulatory requirements. Perfect for businesses looking to enhance their customer service without increasing expenses, SmarterTrack is the ultimate tool for transforming customer support into a seamless, efficient, and cost-effective operation. 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	A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents. Read more
Pricing Options	Free Trial Not Available Starts at $12.0. Offers Free-forever and Custom plan.	Free Trial Available Starts at $20.0.	Free Trial Available Starts at $7.0.	Free Trial Available Starts at $15.0. Offers Free-forever plan.
SW Score & Breakdown	92% 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 98% Reviews 83% Momentum 63% Popularity 78%	84% 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 64% Popularity 65%	95% 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 86% Momentum 69% Popularity 86%	98% 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 96% Momentum 75% Popularity 87%
SaaSworthy Awards	# 9 Most Popular # 5 Fastest Growing	Not Available	# 3 Most Worthy # 10 Fastest Growing	# 1 Most Worthy # 1 Most Popular

Features

Total Features	17 Features	15 Features	19 Features	18 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 + 11 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 + 13 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-brand Help desk Allows to manage multiple support portals on a single platform by offering product differentiation and branding features 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-brand Help desk Allows to manage multiple support portals on a single platform by offering product differentiation and branding features 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-brand Help desk Allows to manage multiple support portals on a single platform by offering product differentiation and branding features 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-brand Help desk Allows to manage multiple support portals on a single platform by offering product differentiation and branding features 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	4.6/5 58 user ratings	4.5/5 14 user ratings	4.6/5 6,390 user ratings	4.6/5 3,278 user ratings
Rating Distribution	Excellent 69% Very Good 25.9% Average 5.2% Poor 0% Terrible 0%	Excellent 57.1% Very Good 35.7% Average 7.1% Poor 0% Terrible 0%	Excellent 63.3% Very Good 31.1% Average 5% Poor 0.4% Terrible 0.2%	Excellent 66.3% Very Good 28.5% Average 3.4% Poor 1% Terrible 0.8%
User Sentiments	Ticket Management, Customization Options, Email Integration, Ease of Use Outdated UI Design, Limited Third-Party Integrations, Complex Configuration, Lack of Reporting Functionality	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	User-Friendly Interface, Extensive Customizations, Robust Ticketing System, Excellent Customer Support Limited Reporting Functionality, Occasional Software Glitches, Mobile Application Limitations, Confusing Navigation/Menu System
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.	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.	Overall, reviewers praise Freshdesk's user-friendly interface, ease of use, customization options, and robust features. They find it suitable for businesses of all sizes and appreciate its ticketing system, reporting capabilities, and integrations with other tools. However, some users mention occasional glitches, limited automation capabilities, and challenges with handling complex customer queries. Additionally, a few reviewers express concerns about the pricing structure and suggest improvements in customer support responsiveness.
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Pricing

Pricing Options	Free Trial Not Available Starts at $12.0. Offers Free-forever and Custom plan.	Free Trial Available Starts at $20.0.	Free Trial Available Starts at $7.0.	Free Trial Available Starts at $15.0. Offers Free-forever plan.
Pricing Plans Monthly Plans Annual Plans	Open Source Free Cloud Hosted $12.00 $12.00 per month Virtual Appliance Custom	SmarterTrack Hosted $20.00 $20.00 per user / month SmarterTrack Professional Others SmarterTrack Enterprise Others	Express $7.00 $9.00 per user / 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	Free Free Growth $15.00 $18.00 per month Pro $49.00 $59.00 per month Pro + AI Copilot $78.00 $94.00 per month Enterprise $79.00 $95.00 per month Growth (Freshdesk Omni) $29.00 $35.00 per month Pro (Freshdesk Omni) $69.00 $83.00 per month Enterprise (Freshdesk Omni) $109.00 $131.00 per month
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