What do you like best?
I like that the self hosted version is completely in your hands as far as look and feel. I like that it just works, and we don't have to pay 50-100 per user per month. This saves us anywhere from 600-1200 a year, and thats if we only have 1 user. Currently, we have a team of 10, and this ends up saving us thousands, while still packing itself full of features and updates repeatedly.
What do you dislike?
I dislike that its maybe not as polished as other companies out there that do a similar thing. It is loaded with features, but sometimes those features are a little cloudy and complication, and there can certainly be times where this becomes frustrating, especially during implementation.
Recommendations to others considering the product
I would think about whats more important to you; Money or Time. If Money, osTicket is really worth the time, but if time, you might want to reconsider.
What business problems are you solving with the product? What benefits have you realized?
We save thousands a year by using this service, and especially in moving from Zendesk to OSticket. We are also able to brand it without paying a premium, and this translates to a trusted and smooth experience for our client base.