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.
osTicket is an attractive alternative to higher-cost and complex customer support systems; simple, lightweight, reliable, open source, and easy to setup and use. The best part is, it's completely free.
: osTicket is a web-based multi-user customer support platform. No local installation required. Access it anytime - from anywhere.
: 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.
: Configurable automatic reply sent out when a new ticket is opened or a message is received.
: Tickets can be created via email, online forms or phone (created by staff). Flexible configuration and mapping.
: Control staff's access level based on assigned groups, departments and teams.
: Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting responses.
: Assign tickets to a staff or a teams. Assignment notes are logged as internal notes.
: Transfer tickets between departments to make sure it's being handled by the correct staff.
: 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.
: Predefined responses for frequently asked questions. Ticket variables supported for personalized responses.
: Add internal notes to tickets for staff. Activity logs let you see events or what actions have been taken, when, and by whom.
: Allow web or emailed attachments. Configurable file type whitelisting to enhance security.
: Manage and configure email templates used for auto-reply, alerts, notices and responses. Ticket variables supported for personalized messages.
: 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.