osTicket is a help desk software that allows users to route customers’ inquiries received via web-forms, phone calls, and emails into one easy-to-use platform. It provides an open source ticket management system that suits small to medium-sized organizations. We compiled osTicket user reviews from around the web and determined that it has generally positive ratings. We also compared its available pricing options.
Summary of User Reviews
What osTicket does well
Users who gave osTicket a positive review said that they love the ease of responding to and solving customer support tickets. They also like that it is able to add common issues to its knowledge base easily.
What osTicket does not do well
Users who gave osTicket a negative review said that there are some system glitches with its search functionality.
Most Helpful Positive User Review
One user who gave osTicket a positive review on GetApp said that the platform gave them a place to report problems to multiple departments and receive timely answers to technical issues. He also added that the software allowed them to see issue trends and measure performance metrics.
Most Helpful Negative User Review
One user who left a review of osTicket on GetApp said that he finds it difficult to search for specific customers and even Ticket IDs.
osTicket is available in 2 editions: Self-Hosted and Cloud-Hosted. The Self-Hosted edition has a free plan and three paid plans. Both the Self-Hosted and the Cloud-Hosted editions has the following plans: Basic ($9/agent/month), Standard ($12/agent/month), and Premium ($16/agent/month). The Cloud-Hosted edition is available for a 30-day free trial.
The main differences between the plans are the hosting location, attachment size limits, as well as access to premium features such as customer SSL certificates, custom domains, and branding.
Check out the list below of some of osTicket’s features.
- Custom fields
- Rich text HTML
- Ticket Filters
- Help Topics
- Agent Collision Avoidance
- Assign and Transfer
- Internal Notes
- SLA (Service Level Agreements)
- Customer Portal
- Dashboard Reports
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What happens after the trial period of the Cloud-Hosted edition?
Once the trial version ends, osTicket will ask for the user’s billing information to continue with paid plans.
Can I upgrade or downgrade my plan?
Yes. Users can upgrade, downgrade, or cancel at any time.
osTicket Overview Video
This video provides a walkthrough of the osTicket installation, setup, and use of the ticket system.
When choosing a help desk software, it’s important that the software integrates with other applications your business is currently using. Here is a list of some of osTicket’s popular integrations: