osTicket Server Helpdesk Solution on Ubuntu Server 20.04
Cloud Infrastructure Services | 0.0.2Linux/Unix, Ubuntu Ubuntu 20.04 LTS - 64-bit Amazon Machine Image (AMI)
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OsTicket Review
What do you like best about the product?
The customization of themes and plugins.
What do you dislike about the product?
Limited functionality and no knowledge base
What problems is the product solving and how is that benefiting you?
osticket is good for internal use for team tickets
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Easy to setup solution for basic requirements
What do you like best about the product?
Ease of installation. Installation is a beauty, easy to setup, a bunch of options to configure.
What do you dislike about the product?
Need to interact with Switpage ACT! and Compac accounting, inventory and and rolepay Software
What problems is the product solving and how is that benefiting you?
Customer Service and help desk
Recommendations to others considering the product:
Responsive web template to support mobile clients
Free and reliable open source ticket system
What do you like best about the product?
Easy to install, easy to maintain, easy to customize.
What do you dislike about the product?
There is no responsive/fresh design available.
What problems is the product solving and how is that benefiting you?
Handling customer problems.
Recommendations to others considering the product:
If you want to use it, have a look for commercial template vendors.
A responsive theme is a must-have :-/
A responsive theme is a must-have :-/
Fully customizable
What do you like best about the product?
We have used osticket for about 3 years and it has really reduced our answering times and duplicate emails we were dealing with when just using outlook.
What do you dislike about the product?
Only supports MySQL. Would like it to support Microsoft sql.
What problems is the product solving and how is that benefiting you?
It has solved a lot of our issues with duplicate emails being answered by 2-3 people with different answers for each one.
Excellent open source ticket solution
What do you like best about the product?
Very easy to use and quite easy for out clients to log tickets. Makes it easy for our customers to easily keep a log of their previous tickets. I also like the fact that it is easy to customise the software, with my limited knowledge of php I have been able to make adjustments as needed to integrate some of our other systems
What do you dislike about the product?
Have had issues with embedding links in ticket responses to customers where the ticket system web address has been added in from of the url. Initially we also had some issues with setting up the ability to upload screenshots.
What problems is the product solving and how is that benefiting you?
At the time of introducing the OS ticket system our support desk was being overloaded by the number of support calls we were receiving. We had initially tried operating a call back list however this soon became unmanageable as it wasn't possible to add much detail regarding the issue faced by the user.
By introducing the ticket system we allowed our customers to log their issue directly into our support desk, Letting them upload screenshots and give detailed information about their issue. We were then able to send them relevant answers via the ticket system, request remote access or arrange a suitable time to call them.
This has had a drastic impact on the standard of our customer service.
By introducing the ticket system we allowed our customers to log their issue directly into our support desk, Letting them upload screenshots and give detailed information about their issue. We were then able to send them relevant answers via the ticket system, request remote access or arrange a suitable time to call them.
This has had a drastic impact on the standard of our customer service.
Recommendations to others considering the product:
I would certainly recommend hosting the system on your own servers. This gives you must more flexibility with regards to the way you can use the system.
Great start but not finished
What do you like best about the product?
Easy to use and easy to create tickets. It is open source and easy to install. The administration interface is both easy to find and easy to use. The whole ticketing software feels like it was designed for a programmer by a programmer. I do wish that it was a little bit easier for the common end user. It is nice to find software that is written in hosting friendly software such as PHP and MySQL. This makes it easy to place it on a shared hosting provider and access it remotely.
What do you dislike about the product?
The product has an unfinished feel about it. There are almost no integration with other services. Much of the things I do like about this are things that I dislike. The admin interface feels like it is designed for the team that coded it. The front end has no capability to be themed. The theme that is being used is not responsive at all. There is no API to build up your own interface, or mobile app to make it easier to use. To develop plugins for the software you have to jump through so many cryptic hoops that is is not really worth even trying to do it.
What problems is the product solving and how is that benefiting you?
Help Desk issue tracking. It has helped us keep track of all of the issues that we need to get resolved.
Recommendations to others considering the product:
If you are not willing to spend money on a ticketing software look at redmine before you invest your time in osTicket. If Redmine is too hard to setup then give osTicket a shot
A great open-source IT helpdesk with an outdated design
What do you like best about the product?
The massive amount of customization puts this helpdesk ahead of any other hosted solution. As well, the ability to create tickets from from emails is a huge help.
What do you dislike about the product?
The systems archaic design puts it behind others in looks, however, this can be fixed by using a custom, responsive theme.
What problems is the product solving and how is that benefiting you?
It provides an easy way for us to manage customer problems in a convenient, organized fashion.
Recommendations to others considering the product:
Look into getting a well-designed, responsive theme and get involved in the big community of people using this product.
OS Ticket is my Go To Helpdesk Software
What do you like best about the product?
OS Ticket has a well established user base and development community. We have setup OS Ticket implementations internally as well as for various clients to use. It works well as a Helpdesk system and contains all the basic features required. We like it because it is easy to dive into the code and customize as per the project requirements.
What do you dislike about the product?
The older versions suffered from some spaghetti code and poor versioning techniques. However, great strides have been made recently to bring the code up to modern quality guidelines. Again, this only becomes relevant if you are doing deep modifications of the system. With newer offerings of hosted systems, plugins, and the full range of features, this is likely a non-issue for most end users.
What problems is the product solving and how is that benefiting you?
OS Ticket implemented as a Helpdesk, either internally or client facing can greatly reduce the burden of managing support cases. We even used it for tracking software development issues as reported by end users. It makes a great triage system and can be fully integrated into other backend components, like Basecamp, Slack, and Trello.
Great for our needs
What do you like best about the product?
It's got everything we need to help our customers, from the basic ticket system with classifications to a functional knowledge base.
What do you dislike about the product?
Honestly, we haven't found any negatives as of yet. It's been everything we need.
What problems is the product solving and how is that benefiting you?
We've got a way to keep track of the issues and requests from clients, including time spent, which developer worked on the issue/request and what the resolution was. It also allows us to proactively assist clients who have similar issues through the knowledge base/FAQ section!
Recommendations to others considering the product:
It's a great open source ticketing system that should definitely be considered. It should be noted that the Admin panel has a separate and slightly odd path of /scp/login.php. Beyond that quirk, it works well and has customizable help topics, SLAs and auto-responses.
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