osTicket is an open source help desk software designed to streamline customer support operations in a single dashboard. It also provides tools for ticket monitoring, reports, custom filters and fields, agent collision avoidance, and more. In this article, we cover osTicket reviews and pricing. Ready to get started? Sign up for free.
osTicket pricing is based on three subscription options: Open Source ($0), Cloud-hosted (starts at $9 per agent, per month), and Enterprise Appliance (custom priced). The main difference between the plans is access to premium features, such as email and phone support, managed upgrades, daily backups, and customizations.
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Summary of Positive osTicket Reviews
Users who gave positive osTicket reviews commended its ease of use that enables them to effectively manage ticket queues. They also mentioned that its open source API allows them to customize the program according to their specific business needs.
“osTicket provides an awesome help desk ticket system. Since they open sourced it, you can’t beat the price. The software does a great job of managing our help desk tickets. Our IT department averages about 25 requests per day. osTicket rocks at helping us view all issues in a single location.”
– Adam Pehas
Summary of Negative osTicket Reviews
Users who gave negative osTicket reviews complained about its outdated interface, lack of documentation features, and mobile app. Some users also wished for improvements in its team management functionality, which isn’t as intuitive as expected.
“The only major confusing aspect of the system is the department and team aspect. It seems redundant to have both levels of management and can cause confusion with agent permission assignments. We also wish the mobile app was a little more capable. Currently, task management is absent from the app as well as some more advanced features of the ticket system.”
– William Fulton
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Check out the list below of some of osTicket’s features:
- Custom fields
- Ticket filters
- Configurable help topics
- Agent collision avoidance
- Ticket transferring
- Automatic responder
- Thread action
- Customer portal
- And more
How does osTicket help users manage ticket requests?
osTicket enables users to create custom ticket queues based on specific criteria for more streamlined help desk operations. It also provides automatic responder and thread action tools in a unified customer portal.
How does osTicket prevent dual ticket responses?
osTicket provides users with an agent collision avoidance solution that enables them to lock tickets that are already being addressed. Once a ticket is locked, other help desk agents won’t be able to access or respond to it.