osTicket

Avantages

I really like this ticket tool because it helped me keep the requirements in our company in order. Before I discovered this tool, everything was in disarray and it was very difficult to work, but thanks to OsTicket everything was much better.

Inconvénients

What I didn't like very much is that it is a complete tool and has many functions that at first it is difficult to understand what each function is for, but by watching tutorials and manuals I was able to understand the use of the tool much better.

Avantages

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

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à osTicket

Avantages

OS Ticket has been used as an IT Help Desk system and incident management systemEmail integration (O365 /Google workspace)Department-wise ticket number generation Help topic-wise SLAVery easy version upgrade for on-prem

Inconvénients

Version 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple systems with OSticket)Email fetch time issue - it takes more time to fetch the mail than what we configured in the systemVersion 1.17 has an issue with one DB view - department-wise ticket countAuto escalation not available

Alternatives envisagées 

Pourquoi passer à osTicket

Avantages

-open source
- easy to us
- low cost
- easy to setup

Inconvénients

- Limited customizable
- security vulnerabilities

Alternatives envisagées 

Pourquoi passer à osTicket

Avantages

First of all, you can use OSticket freely, install it on a Linux machine, set your environment and you will have a fully working ticketing system.
The interface may not look appealing, but it has all the information and features you need, plus of course you can customize it.
Customers can open tickets via web interface or simply sending an email (you have to set this feature). You will receive an alert via email (remember to customize the alert) and on dashboard a new ticket will be displayed.
Just assign it to yourself (or other collegue) and interact. Files and images can be attached.
Very simple and intuitive to use.
When you are on holiday you can set the holiday mode on your profile so you will not receive notifications, just remember to uncheck it when you come back.

Inconvénients

You need a Linux machine and a bit of knowlegment to make OStocket work. Anyway you will find documentation on internet.
Interface may look old. I suggest to zoom it.

Avantages

OsTicket is an Easy to get support through our systems. the ease of use with simple design is what i like most about this company.

Inconvénients

i think the response time could use an improvement but overall i enjoy this product for the company use.

Avantages

Extremely intuitive ticket management interface that the whole IT department can follow and report with.

Inconvénients

Somewhat convoluted process to integrate into Microsoft SSO, but easy once you follow their documentation.

Avantages

Os Ticket helps you to manage helpdesk request by your customers. They can open a new ticket via email or create an account and interact via dashboard and you can assign the new ticket to yourself or your collegues.
In your replies you and attach images and/or document. You can have reports and do many researches and also customize the logos/initial screen, set holiday mode (so no new ticket notifications will arrive to you).
Osticket runs on linux machine, the installation and configuration is quite easy, just follow the instructions.
You can find documentation and plugins on internet.

Inconvénients

Some menus are a bit confusing, sometimes when I click on a features I don't see on screen what expected

Avantages

It helps us to streamline our customer support system, and it’s been a game-changer for our team. The setup was straightforward, and the platform allowed us to customize our ticket management system to fit our specific needs. The ticketing workflow is clean and intuitive, and the ability to categorize and prioritize support requests has significantly improved our response times

Inconvénients

While osTicket is feature-rich, there’s a bit of a learning curve for new users, especially with some of the more advanced features like SLA management and reporting. But once you get the hang of it, the system is pretty flexible and scalable

Avantages

osTicket enables easy ticket management for us.

Inconvénients

osTicket has not caused disruption in service.

Avantages

Kostenloses Ticketsystem für kleinunternehmen, gegen kleines Geld erweiterter Support bzw Hosting buchbar. Bietet AD Anbindung sowie SelfService Portal. Klasse Support Community

Inconvénients

Ehr für kleiner Umgebungen/ Kunden gut nutzbar. Keine vernünftige CMDB Verwaltung.

Alternatives envisagées 

Pourquoi passer à osTicket

Avantages

Leider keine Möglichkeit es weiter zu nutzen

Inconvénients

Das es nicht mehr für das neuere Betriebssystem von Synology verfügbar ist.

Avantages

Open Source
Einfach zu bedienen
Gut zu administrieren
Anpassbar durch Erweiterungen oder Programmierungen

Inconvénients

Das Setup hat und etwas Zeit gekostet, da einige Dinge nicht direkt ersichtlich sind

Alternatives envisagées 

Pourquoi passer à osTicket

Avantages

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

Inconvénients

They can Improve the reportings and launch some free plugins

Avantages

osTicket is the best open source ticking system out there. Did I mention that it's free? It's fairly easy to customize and is very intuitive! It has an active support forum and community supporting it. There are third party developers that have created (free and paid) plugins and modifications to help others customize their system to their environment and companies needs.

Need paid support or hosting? Need custom installation services? Have a feature that isn't available that you need? Enhancesoft, the parent company that owns and pays developers to work on the project, offer all of that.

Inconvénients

There are a couple of features that I think are important that this type of product has, and they [the developers] have been really slow to implement them. Responsive Themes being the biggest of these. While you can modify it to make your own themes this type of feature is needed. note: Devs have promised this with the forth coming 2.0 release.

Avantages

Easy to customize or edit forms and configurations for workflow

Inconvénients

there is a limit to features but still not too bad

Avantages

You don't need a knowledge translation to start using it. It's simplier than others.

Inconvénients

The release of new versions is slow. The User Interface is old.

Alternatives envisagées 

Avantages

Being free to use and easy to implement and setup, osTicket is suitable for non-profit and small business.

osTicket offers large set of features and options that enables to customize and deliver great user support experience for example you can create custom departments, customize support system pages and modify ticket fields like adding additional ticket fields.

osTicket is a very customizable support ticket system that offers many options to help customize all aspects of user support experience like the ability to customize departments, emails sent to user, pages and alerts.

osTicket offers an easy to setup knowledge base of frequently asked questions to help minimize support requests.

Inconvénients

osTicket lacks some important options and features like the option to automatically close tickets after a certain period of time, an option to disable Overdue behavior and the lack of custom themes of both user and agent interfaces.

Avantages

When my ecommerce business started to take off and we were placing 400 orders a day, we needed something better than just an email inbox to manage customer service. With osTicket, I can manage my several customer service managers and inboxes to ensure we are utilizing our time in the best way possible, and serving our customers needs effectively. osTicket was the perfect addition to our toolbelt, and after trying alternatives, this was still the front runner.

Inconvénients

The setup is a bit involved. There are a lot of out of the box settings that need modified in various places in the interface. It does take time to get used to the interface, but once you get the hang of it, the software is set and forget style. Works well for me anyway.

Avantages

It's the best open source ticketing system. Claiming and reassigning tickets is very easy, as well as email notification is sent out, once a ticket is overdue.
User is able to export tickets quickly using the filtering option of, Assignee, ticket status, and date. From the exported report one is able to see when a ticket was raised and closed. This helps to track on the SLA's

Inconvénients

OSticket, does not show how long a ticket took to be escalated to the next level, i.e from level 1 to level 2. It lacks the option to automatically close an overdue ticket after a particular time. There should be an option to reassign a ticket to the next person, if its overdue

Avantages

The software allows our staff to create trouble tickets for both tech and maintenance. The incorporation into out email system (Gmail) easily lets staff create these tickets through simple emails. More advanced users can log into the portal and track all of their open tickets.

Inconvénients

Our previous software was harder to setup but had a few more features. It would be nice to have a heftier reporting feature or trend management built in. Inclusion of asset tracking would be a plus too.

Avantages

Ticket tracking and email notification
Tasks can be added to tickets for additional steps before a ticket can be closed.
User management is fairly easy, and users can be organized by teams and departments
Files can be attached to the ticket.
A Paid Mobile app allows for simple ticket management.

Inconvénients

Notifications and team/department access seems haphazard and a bit of an afterthought. It could be much better organized.

Mobile app is very limited and very pricey for what little it actually accomplishes.

Avantages

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

Inconvénients

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

Avantages

Great simple application for support ticket. I am using this app for the past 8 years or more. For someone looking for a basic ticketing system, this is the one. Since the app is opensource, no need to pay for it. lately they have paid hosted versions. I am running mine in my own server. For me this works perfectly as a ticketing platform. You can create web tickets or email tickets.

Inconvénients

Reporting can be better. Since its a free app, it's not fair to complain.