osTicket is a globally used, open source-based ticket and helpdesk system for companies. It is used to centrally record, organize and efficiently answer customer inquiries from various channels such as email, telephone and web forms.
Summary of the most important aspects:
⚙️ Core functions
- Central Inbox: Automatically converts incoming emails, web forms and phone notes into support tickets.
- Ticket Assignment: Automatically or manually distributes requests to specific employees, teams or departments.
- Auto-responder: Sends automatic receipt confirmations and status updates to customers and employees.
- Collision avoidance: Locks open tickets from other agents to prevent duplicate responses.
- SLA Management: Monitors service level agreements and automatically escalates overdue tickets.
- Knowledge Base (FAQ): Provides an integrated self-service portal for customers to reduce support requests.
💼 Overview
Free & Open Source: No license fees for the self-hosted version.
High flexibility: Any number of agents, departments and ticket statuses can be created.
Large community: Many extensions (plugins) and language packs (also German) available.
🚀 Operating models
- Self-Hosted (osTicket.org): You download the software for free and run it on your own web server (requires PHP and MySQL).
- Cloud version (SupportSystem.com): A paid, turnkey hosting service directly from the developers of osTicket, including technical support and maintenance.
With the highly successful osTicket Helpdesk Ticket System you get extensive features and excellent performance. In order to be able to handle support requests efficiently and effectively. Each request is identified by a unique ticket number so that progress and responses can be tracked online. Complete archives are compiled for the history of support ticket requests.