What does the company do well? osTicket provides an awesome Open Source help-desk ticket system. Since they open sourced it you can't beat the price. They also offer a paid version with support and easy setup. The software does a great job of managing our helpdesk tickets. Our users can submit a ticket via e-mail our a website. Once a ticket is assigned one of our 5 IT team members can reply back and work a solution out with the end user.We also use the built in knowledge base. We use this to store both internal and external knowledge base articles . This acts as a central repository so our end users can search for common issues and solutions. Our IT department averages about 25 requests per day. Os ticket rocks at keep us organized and allows us in a single location to view all issues.
What does the company not do well? It is great open source software. The only thing that would make it perfect would be a little more documentation. It is hard to find that latest docs for the version you are using. For example it took us a while to figure out how to run a cron job to have the e-mail auto populate in osTicket. The docs we found are for an older version. However, we are getting this for free so no real complaint.You do need some technical skill to set this up on your own. If you want a great system with out the setup hassle they offer a hosted version. The price is some much cheaper than a zendesk etc.
What do you wish you had known about the company before using? No complaints it is amazing software. Give osTicket a try it took less than 4 hours to get it up and running. Really awesome software at zero cost.