osTicket Reviews - Pros & Cons, Ratings & more - 2025
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osTicket
69%
Overview Reviews Deals Videos Pricing Experience Cancellation FAQ Alternatives
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  • Help Desk Software
  • osTicket
  • Review

    • osTicket

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    69%

    osTicket is an open-source help desk system designed for businesses of all sizes. It streamlines customer support by organizing and managing inquiries from multiple channels, such as email, web forms, and phone calls, into a single platform. With features like custom ticket queues, SLA tracking, and task collaboration, osTicket empowers teams to enhance customer service efficiency and effectiveness. It offers both self-hosted and cloud-hosted solutions, providing flexibility for various operational needs.

    Overview Reviews Deals Videos Pricing Experience Cancellation FAQ Alternatives

    Subscribed Reviews

    69% Subscribed Score

    Analysis

    osTicket is an open-source help desk platform designed for efficient ticket management and customer support. Key features include a customizable ticket system, SLA tracking, email-to-case integration, and reporting. It’s highly suitable for IT admins, SMBs, and customer support teams due to its simplicity, ease of use, and cost-effectiveness. Compared to competitors like Freshdesk or OTRS, osTicket excels in affordability but lacks modern UI and advanced integrations. Customer support and community resources are decent, but scaling may require technical expertise. Annual costs are minimal for self-hosting, making it a budget-friendly option for smaller teams.

    Subscribed Score Metrics
    25/36 Metric achieved
    Ease of Use
    Measures how simple and intuitive the product is to use, including setup, navigation, and overall user experience
    5/6 Metric Checks
    Security
    Compares the product’s features, quality, and pricing to determine its overall cost-effectiveness.
    3/6 Metric Checks
    Value of Money
    Assesses the product’s ability to protect data, prevent breaches, and comply with industry standards.
    6/6 Metric Checks
    Customer Support
    Reflects the responsiveness, helpfulness, and quality of assistance provided by the product’s support team.
    4/6 Metric Checks
    Integrations
    Evaluates how well the product connects with other tools and platforms, enabling seamless workflows.
    3/6 Metric Checks
    MetricsScore
    Customer Support4/6
    Security3/6
    Ease of Use5/6
    Value of Money6/6
    Integration3/6
    Popularity4/6
    Radar Chart Table View
    Pros & Cons
    Open-source and free to use
    Highly customizable and intuitive
    Email and ticket integration
    Lightweight and easy setup
    Limited reporting and analytics
    Outdated user interface design
    Attachment limitations for some file types
    Slow updates for new versions

    Reviews of osTicket from other platforms

    4.4
    (44)
    4.4
    (44 Reviews)
    G2 Review
    4.3
    (55)
    4.3
    (55 Reviews)
    Capterra Review

    Other Alternatives

    Freshdesk is a cloud-based customer support software by Freshworks, offering streamlined ticketing, automation, and collaboration tools. It caters to businesses of all sizes, enhancing customer engagement and support efficiency, ideal for remote teams.

    See All alternatives