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What is osTicket and how does it work?

osTicket is an all-in-one, open-source helpdesk management software solution that offers a wide range of features and functionalities for small to medium-sized enterprises. With its intuitive interface, osTicket allows businesses to streamline their IT asset and ticket management operations, all within one platform.

One of the standout features of osTicket is its built-in portal for customers to submit and track their tickets. Customers can easily submit their queries or issues via the portal and stay up-to-date with the status of their requests. osTicket’s auto-assign option also ensures that incoming tickets are automatically routed to the most appropriate departments and team members, based on their descriptions.

Additionally, osTicket’s automated email response feature ensures that customers receive updates and information about their tickets in a timely manner. This helps to improve customer satisfaction and reduce response times.

osTicket also offers an interactive dashboard and various reporting modules that provide businesses with a comprehensive overview of their helpdesk operations. This data-rich reporting allows teams to prepare customized reports and gain insights into ticket handling procedures, staffing levels, and more.

Other features such as a powerful ticket filter, help topics library, and ticket locking mechanism to avoid dual response, make osTicket a complete helpdesk solution for businesses. With its flexibility and customizable nature, osTicket can be tailored to meet the unique needs of any enterprise, making it a must-have tool for efficient and effective helpdesk management.

osTicket Pricing

Pricing Model
Free Trial , Freemium , Subscription , Quotation Based


Open Source



  • Community Support
  • Email Integration Supported

Cloud Hosted

$9  /User/Month


  • Powered by a support system
  • Email Integration Supported
  • Email & phone ongoing support
  • Free Walk-through Session
  • Managed Upgrades & Maintenance
  • Rock-solid infrastructure, guaranteed uptime
  • Daily Backups, Redundant Platform

Virtual Appliance



  • Includes everything in Cloud-hosted plan, plus
  • Customized to fit your business needs
Screenshot of the Vendor Pricing Page


osTicket Features

    • Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
    • Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
    • Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
    • Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don’t have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
    • Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it’s saved as a digital file.
    • Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
    • Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
    • Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
    • Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn’t fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
    • Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
    • Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data.
      Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
    • Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.
    • Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
    • Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages.Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
    • Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
    • Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.

osTicket Technical details

Support Business Hours
Customer Type Individuals
Large Enterprises
Medium Business
Small Business
API Location / Phone Number Alexandria, Louisiana / +1 318-290-3674
Deployment SaaS/Web/Cloud
Mobile – Android
Mobile – iOS
Official Website https://osticket.com/
Category Help Desk Software

osTicket FAQs

osTicket is Help Desk Software. osTicket offers the following functionalities:

  • Incident Management
  • Social Media Integration
  • Multi-Channel Communication
  • Macros (Templated Responses)
  • Document Storage
  • Customizable Branding
  • Ticket Management
  • Surveys & Feedback
  • Known Issue Management
  • Knowledge Base
  • Contract (SLA Management)
  • Community Forums
  • Automated Routing
  • Alerts (Escalation)
  • Self Service Portal
  • Live Chat

Learn more about osTicket features.

Here`s a list of the best alternatives for osTicket:

  1. monday.com
  2. Freshdesk
  3. UVdesk
  4. Jira
  5. HESK

Yes, osTicket provides API.

Videos: osTicket

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