osTicket

Great Help Desk Ticket System

Pluspunten:

oS Ticket has been a great IT Help Desk system for our company. Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk. The system allows for tickets to be assigned to different technicians, change hands, and keeps a detailed note/tracking of everything associated with the ticket. There are a lot of great reports as well, including # of tickets closed, average response time, etc.

OsTicket can provide what we need

Opmerkingen: my experience use this osticket is satisfy. this can very useful especialy if you are the first time use ITSM and ticketing management.

Pluspunten:

this ticketing system can have many categorized and element. so it is more easier to you while make your own form.

Minpunten:

i think os ticket must build some business intelegent dashboard or make a decision report for management.

Best Tool for IT Support Ticketing system

Pluspunten:

It's Open source tool which perfect for IT support Ticketing system

Minpunten:

They can Improve the reportings and launch some free plugins

Probably Best Free Customer Support Platform ever.

Opmerkingen: OSTicket is so far my beloved customer support system when it comes to free platforms and easy of use functionality. I have spent over 1 year of managing and using OsTicket with 18 different agents and 4 separate departments. Thus, I will share my review of the system below in few words.
(Please note this is about the self-hosted package of OsTicket, not Cloud-based.) The main advantage of the system is its nature of being equipped with all the necessary functions to maintain the medium sized companies support platform. It is a convenient system to carry out daily support-related tasks, answer tickets, have an unlimited number of cases/departments/agents, etc. In terms of simplicity, OSTicket is really user-friendly and easy to use platform that perfectly realises its own purposes of being reliable ticketing system. It is easy to install and maintain, the internal admin and agent user face are user-friendly as well. The main disadvantage of the system might be its lack of statistical measurements. It was the main aspect I was lacking while using the OsTicket. It is really hard to get the valuable statistical data from OSTicket regarding the agents, their working levels, times, etc. Basically, there is just one simple page of "Statistics" that shows the quantity of the tickets and some basic stuff and that's all. Nothing else about the statistics. Furthermore, another disadvantage is its lack of social integration. The reason I decided to move my company to another platform was that I couldn't integrate the OsTicket with Facebook & Twitter platforms. There are other little disadvantages, however, not worth mentioning as they don't make a big different. All in all, if not the aforementioned disadvantages of the system, OSTicket would be one of the best solutions for the small and medium-sized companies' support system needs. However, as it's completely free I'm nothing but grateful to the developers who developed this wonderful system and share it for free.

If Issue tracking and Ticket management is your requirement, osTicket is your choice.

Opmerkingen: As a free opensource tool, osTicket is great. We used it in our startup and my current company which is really good. It does ticket management really well. There are loads of customization, it's easy to use and can even work in a small hosting environment.

Pluspunten:

Fast, quick and easy to setup. OpenSource so can be self-hosted.

Minpunten:

Some file types are not supported as attachments. A bit obsolete in terms of technology but does the job.