osTicket osTicket

Version: 1.10.1
Demo
osTicket is a widely-used open source support ticket system
  • Overview
    osTicket screenshot
    osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email and web-based forms into a simple easy to use multi-user web interface. Easily manage, organize and archive all your support requests and responses in one place while providing your clients with accountability and responsiveness they deserve.
    Space Required: 18.49 MB
    Get Support: http://osticket.com/
    Reviews: (8)
    Release Date: 2017-09-14
  • Features

    Web-based Platform : osTicket is a web-based multi-user customer support platform. No local installation required. Access it anytime - from anywhere.

    Customer Portal : All support requests and responses are archived online. User can login using email and ticket ID. No user account or registration required to submit a ticket.

    Autoresponder : Configurable automatic reply sent out when a new ticket is opened or a message is received.

    Email Integration : Tickets can be created via email, online forms or phone (created by staff). Flexible configuration and mapping.

    Role-based Access : Control staff's access level based on assigned groups, departments and teams.

    Collision Avoidance : Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting responses.

    Ticket Assignment : Assign tickets to a staff or a teams. Assignment notes are logged as internal notes.

    Ticket Transfer : Transfer tickets between departments to make sure it's being handled by the correct staff.

    Due Dates : Set due dates on individual tickets and overwrite default grace period. Get overdue alerts and notices on missed due dates.

    Alerts & Notices : Staff and clients are kept up to date with email alerts. Configurable and flexible settings.

    Dashboard & Reports : Get system overview and basic historical statistics on tickets count and status per department, staff and help topics.

    Canned Responses : Predefined responses for frequently asked questions. Ticket variables supported for personalized responses.

    Internal Notes : Add internal notes to tickets for staff. Activity logs let you see events or what actions have been taken, when, and by whom.

    Attachment Support : Allow web or emailed attachments. Configurable file type whitelisting to enhance security.

    Email Templates : Manage and configure email templates used for auto-reply, alerts, notices and responses. Ticket variables supported for personalized messages.

    Ticket Filters : Apply conditional rules to route incoming tickets to the right departments or staff members, and action triggers.

    Service Level Agreements : SLA support allow you to track tickets and due dates without the hassle. Get overdue alerts and notices on missed due dates, and priority escalation.

  • Screenshots
    osTicket Screenshot 1
    osTicket Screenshot 2
    osTicket Screenshot 3
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    osTicket Screenshot 5