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osTicket

4.5
(21)

osTicket is an open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform.

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osTicket Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

85%
(Based on 17 reviews)

Response Automation

Respond to common requests with standard reply

87%
(Based on 16 reviews)

SLA Management

Service Level Agreement Management

85%
(Based on 13 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

83%
(Based on 17 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 17 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

85%
(Based on 17 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

86%
(Based on 17 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

79%
(Based on 13 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

93%
(Based on 13 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

Not enough data available

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Not enough data available

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

Not enough data available

Customer and Contacts Database

Central repository for account and contact information

72%
(Based on 8 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

Not enough data available

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

81%
(Based on 11 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

80%
(Based on 13 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

80%
(Based on 11 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

86%
(Based on 12 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

Not enough data available

Reporting

76%
(Based on 14 reviews)

Dashboards

83%
(Based on 15 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

56%
(Based on 10 reviews)

Customization

81%
(Based on 14 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

92%
(Based on 15 reviews)

Internationalization

89%
(Based on 10 reviews)

Performance & Reliability

91%
(Based on 15 reviews)

Integration APIs

67%
(Based on 5 reviews)