osTicket

Avantages

It's easy of use is second to none. Everything is very intuitive and you can't fault it for that. It does the job it sets out to do, provide a space to view any issues that come into your service desk

Inconvénients

The system just lacks a polished finish. From a visual perspective it looks out of date and it's lacking feature which people nower days probably want like reporting.

Avantages

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.

Avantages

It has an free option if you want to test it

Inconvénients

Should be simpler, most companies don’t look for all the features so you may end paying for things you will never use

Avantages

Open sourced, customizable, very easy to use and multi-user. You get reports so you can keep track of your statistics. Its easy to setup and install and you can host it on your own servers.

Inconvénients

Search function is terrible. Feels a bit unfinished but they are always doing upsates and improving.

Avantages

Solution that is free, lightweight, reliable, open source, and easy to setup and use.
Has most of the features of the paid solutions.
Easy to tie to company websites for customers to open tickets.

Inconvénients

You need to know how to set it up and host it your self.

Avantages

Once setup it is a very stable platform. All advanced ticket management features are available, including routing and templates.

Inconvénients

Integrating into my workflow was challenging, since it would usually require developing a module by code.

Avantages

I love this software. We use to use Zendesk but at a user, it wasn't worth it. osTicket save us a ton of time with the FAQ feature that allows our end users to look up and answer without submitting a ticket. We have about 500 FAQ's entered into the system. The ticket system has great integration with gmail allowing tickets to be emailed of submitted via a form. The software is open source so if you are tech savvy you can just install it for free. We run in AWS for / month and have 5 IT Techs on the system. Regular updates are released so we won't be left with an outdated product

Inconvénients

No major cons. I wish they would modernize the UI. The UI is about 10 years behind as of 5/2018. Also the API is not full featured on certain actions can be done in the API :( IF you don't want to integrate into existing software this will not matter for you.

Avantages

This software is easy to deploy, just git clone from https://github.com/osTicket/osTicket
Feature packed and ready for SMB deployment on your own servers.
Community support is active and easy.
Also available as an install package on Synology NAS

Inconvénients

For out of the box ticketing system, this software has no real downsides. Some have said its hard to install but I did not have any issues getting it up and running. The fact that you can install this as a package direct from Synology package store makes it even easier.

Avantages

osTicket is an open-source help desk ticketing system. It has all the best features, is easy to set up, deploy, and maintain and is fully customizable. I needed a help desk platform that could be hosted on-site and osTicket has fit the bill perfectly.

Inconvénients

I really don't have any cons for this software. It's open-source and the developers monitor their support forums well so issues can be resolved in a timely manner.

Avantages

It has most of the functionalities you will require from a ticketing system, moreover it is open source so you can always change things the way you want, develop additional functionalities. Easy to install and customize, the menus are understandable. Creating agents, permissions, access rights, most of the things are just as needed. You can customize the templates without going into core files. There are many people in the forum answering to your trouble issues as well as admin himself.

Inconvénients

There are only a few plug ins, I think people should be guided to develop more plugins. There is still some development pending like PHP 7.1 compatibility, archiving of tickets etc. But again, you can always find developers and change the system

Avantages

Being free to use and easy to implementation gives us a huge savings in our organization. osTicket offers large sets of free plugins and options that enables to customize the osTicket dashboard based on your organization. For example, you can customize the user support like email sents, knowledge based or FAQ in front of the report ticket dashboard.

Inconvénients

Initial installation can be difficult if you have never do this before. There are many services to be setup just to get it work.

Avantages

Once it is setup, it runs itself with almost no tweaking. It has all of the same features as paid helpdesk suites.

Inconvénients

Initial configuration can be difficult if you have never done it before. There are so many things to setup just to get it working.

Avantages

its a open source PHP easy edit to program don't need any PHP professional development skill reporting system is excellent we can customize as per ours requirement

Inconvénients

sms integration should be there and email response excellent need more option for alert ticket reporting and user base very comfortable

Avantages

The installation is really easy being a PHP application.

It lacks some features present in other support management applications, but it has the minimum necesary to get the job done without complications.

It has a very ease to use API to make osTicket work with external systems like call center and CRM.

Inconvénients

The search functionality needs some work. It's difficult to search for specific customers or even ticket ID, but overall, is OK.

Avantages

Offre diverse funzionalità per gestire comodamente le richieste di assistenza.
Essendo Open source è possibile customizzare la form di inserimento dati e campi aggiuntivi.

Inconvénients

E' risultata piuttosto difficoltosa la configurazione e la creazione degli utenti e
i team di lavoro.

Avantages

The way of answering the tickets is prety much easier on os tickets and ot helps the user to assign the tickets to any one from staff and the notification of alerts look good

Inconvénients

Filters doesn't work good its really hard to filter tickets based on the name or client name it should be done better and add few addtional options to advance filter

Avantages

Nice and easy to review tickets sent in. Can configure multiple emails to receive them.

Inconvénients

Found some limitations with file types and sizes

Avantages

Has open source version in case you have an internal development team and would like to increase functionality
Simple to use hence has manageable learning curve

Inconvénients

The initial setup and configuration to match an organization requirements takes quite sometime. But once setup everything's fine.

Avantages

I love their free platform and allowing self hosting. Its kept our tickets neat and clean and we get them out fast. It has a user interface that is pretty easy to navigate and my customers love it

Inconvénients

Can be a bit tricky to install but once its up its easy to do.

Avantages

I love that this can be used for various types of jobs, and that you can use it for multiple job types at once. For instance I use osTicket as my IT helpdesk to assign tickets and track the progress of the issue resolution with a written record. But not only that, we have a separate service department for cleaning equipment that can use it as well. All running from the same install.

Inconvénients

Learning curve and initial set up. It is a long process to get through all the settings and features available. Once you do you won't regret it though.

Avantages

There are many help desk (AKA support ticket system) but this one is open source and full featured. We managed to integrate seamlessly with the design of our web (with coding and took us a while though).
It works perfectly and we can even manage support tickets and answers by sending emails to our support email account. It's been a real improvement since now we can follow up on statuses and history of the issues our customers face.

Inconvénients

The initial setup took us more than we spected but it was worth it as now we save a lot of time and customers are happier.

Avantages

+ Free
+ Supports many email addresses
+ Ticket filters come as a bonus to allow automatic assigning to staff

Inconvénients

- Appears to be quite clunky in regards to making changes
- Staff backend is quite outdated and doesn't perform above standards
- Some minor bugs here and there

Avantages

It's a complete system, despite being free. Documentation is more than enough to get it functional and in production.

Inconvénients

It's not easy to setup which is understandable for free software. The learning curve is pretty steep.

Avantages

- Free
- Easy to set up on my own VPS instance
- Required minimal customization to make it fit my needs

Inconvénients

- Being free, it's hard to get support (but there is a vibrant community of users that can help)

Avantages

Its free, most of the features are in there. if you have the time nas resources you can modded to become what you want but as it is is too simple and not intuitive, interface is too simple and not intuitive sometimes. still. its free.

Inconvénients

Too difficult to install, its not abandonware but its close, even when its can be modded and have some community behind it . again... will need a full time programmer to do so and will take some time.

Avantages

Ticket management solution for supporting end users of a company

Inconvénients

for open source, only community support is needed.

Avantages

The product is free, open-source, and self-hosted. This allows me to control every aspect, including any data entered into the system.

Inconvénients

Setting this up is a pain. I am familiar with Linux, but it took a good bit of troubleshooting to get this working in LTS 18.04.

Avantages

Easily see the upcoming tickets and you can reassign tickets to other agents and set the ticket to new

Inconvénients

Too much of information on the dashboard that can cause confusion

Avantages

I like that is free, the installation is easy and the software is user friendly. osTicket is a customizable ticket system that offers some nice features like email notifications.

Inconvénients

It took me quite some time to configure.

Avantages

osTicket is extremely versatile, and for the SMB market (or for a small dev team) it is a very powerful tool with the ability to extremely customize the tool, all with no price tag.

Inconvénients

As with any free tool, while the community support is great, larger issues can take longer to resolve

Avantages

checking from internet and find for system make test

Inconvénients

internet recommend to check and try for testing

Avantages

Great feature packed helpdesk used to track and log support questions from our website. Easy to direct questions to the correct departments for replies.

Inconvénients

Not easy to configure, took me a while to get my head round configuration, possibly a simpler interface would be good.

Avantages

Easy to use. Does what it says