osTicket Reviews

User Rating

4.6/5 (Based on 58 Ratings)

Rating Distribution

Excellent
69%
Very Good
25.9%
Average
5.2%
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Outdated UI Design, Limited Third-Party Integrations, Complex Configuration, Lack of Reporting Functionality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 While users appreciate its free self-hosted option, some point to outdated design and limited reporting functionality as drawbacks.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.

Pros

Easy to use, even for nontechnical users
Offers opensource flexibility and customization
Integrates seamlessly with email systems

Cons

Outdated design and interface
Limited reporting and analytics functionality
Search function can be unreliable

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Reviews

Nicholas O

February 26, 2024 Source: G2.com

Extendable and Well Supported

What do you like best about osTicket?

OSTicket is a great first point of contact for keeping requests from our customers organised. We can then assign these requests or tickets to the appropriate department within our organisation.

What do you dislike about osTicket?

OSTicket does run on an older PHP Framework. So, it can be a little slow and feel outdated. But, the features it has are what enables this software to still be chosen as Support System for SMEs.

What problems is osTicket solving and how is that benefiting you?

OSTicket serves as the central point that enables all problems and requests to be captured and then allows us to distribute to the appropriate department or resource.

Prithvi H

February 23, 2024 Source: G2.com

The internal notes helps a lot to convey the findings to the next team before assigning Best ticketing and tasking platform for a business

What do you like best about osTicket?

Osticket is very easy to use, you can use the search parameter to filter out the tickets and also the best part is that you can assign the tickets to a different team or agent. One more aspect I like is the task creating and tracking l, this is very helpful to create and assign tasks internally.

What do you dislike about osTicket?

Overall I have nothing to dislike about this, however sometimes the search function might get delayed depending on the number of tickets that are in the pool

What problems is osTicket solving and how is that benefiting you?

Osticket is helping the organisation to easily assign the tickets to relevant teams automatically.

Verified User in Primary/Secondary Education

May 26, 2023 Source: G2.com

Clean and simple helpdesk

What do you like best about osTicket?

Its really easy to use and a great way to manage your incoming jobs.

What do you dislike about osTicket?

More css/customization options would be nice. Had to go into the PHP to make the table full width for a modern display.

What problems is osTicket solving and how is that benefiting you?

It makes it easy to track my jobs and create a priority order

Verified User in Education Management

April 19, 2023 Source: G2.com

I'm looking for The best ticketing ever

What do you like best about osTicket?

.Os tickets were very useful as it is very fast and accurate

What do you dislike about osTicket?

There is no dislikes in os tickets as it satisfies all the needs

What problems is osTicket solving and how is that benefiting you?

It solves all my problems that

Cindy

October 3, 2021 Source: Financesonline.com

Useful free ticketing platform

PROS: I can completely change the hosted version the way I want. Also, thanks to this platform we save $600-1200 a year, because you don’t have to pay for e.g. $50-100 per user, my team is of 10 members and according to this we are saving thousands of dollars. The software provides you with many features and updates continuously. CONS: Yes, the platform has plenty of features, but sometimes they are complicated, especially when you need to do the implementation.

Cindy

October 3, 2021 Source: Financesonline.com

Useful free ticketing platform

PROS: I can completely change the hosted version the way I want. Also, thanks to this platform we save $600-1200 a year, because you don’t have to pay for e.g. $50-100 per user, my team is of 10 members and according to this we are saving thousands of dollars. The software provides you with many features and updates continuously.

CONS: Yes, the platform has plenty of features, but sometimes they are complicated, especially when you need to do the implementation.

Verified User in Marketing and Advertising

August 26, 2021 Source: G2.com

Decent Solution!

What do you like best about osTicket?

I like the email integration along with the assignments. Its very easy to identify a client and who needs to work on the ticket.

What do you dislike about osTicket?

It strips coding! Im sure this is by design but its above my head. If a client sends me a but of code it is removed in the message.

Recommendations to others considering osTicket?

Take some time to read up and train yourself. It will be better down the road.

What problems is osTicket solving and how is that benefiting you?

Solving client issues quickly and effeciently.

Leticia

July 24, 2021 Source: Financesonline.com

A cheaper option compared to the pricey ones in the market.

PROS: I love the fact that it's a self-hosted version. What's more, the ball is in your court when it comes to its look and feel. I love how it functions. We no longer have to resort to paying for having 50 to 100 users monthly.

CONS: I don't like the fact that it's not as polished compared to other companies in the market. It comes with a lot of features though. Sometimes, such functionality can be a bit cloudy and complex. There will be instances where it can be frustrating especially in the implementation process.

Leticia

July 24, 2021 Source: Financesonline.com

A cheaper option compared to the pricey ones in the market.

PROS: I love the fact that it's a self-hosted version. What's more, the ball is in your court when it comes to its look and feel. I love how it functions. We no longer have to resort to paying for having 50 to 100 users monthly. CONS: I don't like the fact that it's not as polished compared to other companies in the market. It comes with a lot of features though. Sometimes, such functionality can be a bit cloudy and complex. There will be instances where it can be frustrating especially in the implementation process.

Adam J

April 22, 2021 Source: G2.com

OS Ticket is my rock

What do you like best about osTicket?

It is easy to learn and does what you expect it to without any difficult learning curved.

What do you dislike about osTicket?

Sometimes emails customers send with complex bodies like forwarding and coloring may not show all the time

What problems is osTicket solving and how is that benefiting you?

No notable problems on a regular basis

osTicket Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use osTicket?

Review Summary

Pros

Cons

Nicholas O

Prithvi H

Verified User in Primary/Secondary Education

Verified User in Education Management

Cindy

Cindy

Verified User in Marketing and Advertising

Leticia

Leticia

Adam J

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