Osticket

What is osTicket?

osTicket is a widely used budget-friendly help desk software to manage customer support requests. It brings all customers’ queries from sources like email, forms, and phone into one place. The support agents can easily manage and organize all customer requests via tickets to resolve their issues. As compared to other complex and higher-cost solutions, osTicket is a better option as it is simple, secure and easy to set up.

Why Choose osTicket?

• Customization: Customize the ticket by adding all the data provided by the user or help topics. This relevant data can save time and help in faster issue resolution.
• Customer Portal: Customers can login to the portal via email address to check a specific ticket status. However, they need to create a profile to view all the tickets they are associated with.
• Ticket Routing: Assign or transfer tickets to specific agents or departments. Provide view-only access to tickets while assigning them. Get notified about the ticket routing to keep track of it.
• Tasks: Create ticket-related tasks for the agents. The ticket will be closed once all the tasks are completed. Also, add external users to the task without providing them access to the ticket thread and content.
• Ticket Locking: Avoid dual agent responses at the same time by allowing staff to lock the ticket for a specific time.
• Help Topics: Add help topics to web tickets and send inquiries to the right department for faster resolution. Customize forms and add to a particular help topic to gather the specific information required.
• Dashboard Reports: Keep track of all the tickets and responses with a simple and easily accessible osTicket dashboard.

Benefits of osTicket

• Easy Installation: osTicket is easy to install and set up with basic web hosting and server management.
• User-Friendly: It is relatively easy to use when compared to the other complex customer support software. The easy-to-access dashboard provides a detailed view of tickets to manage and prioritize specific requests.
• Cost-Effective: osTicket is an open-source platform that is free to download and use. However, the customized and paid tool is also affordable when compared to other platforms.
• Faster Response Times: Automated ticket filtering and routing help resolve customer queries faster. This leads to a better customer experience.
• Multiple Channel Support: Integration of queries from multiple channels like email, phone, and web forms makes it easier to resolve.
• Secure: osTicket offers multi-factor authentication for login and visibility permissions to access tickets, thus, making it secure to use.

osTicket Pricing

osTicket has three different pricing options. Its Open-Source version is free to use but only provides integration with email and community support. The Cloud-hosted version contains all features and starts at $12/agent/month. The Virtual Appliance version can be customized according to the business requirements and costs accordingly.

If you come along any other product-related queries, you can contact our product team anytime to know more about the pricing and offers.