osTicket

By: Enhancesoft LLC

osTicket is a support ticket system with a cloud hosting service. It features custom text fields, rich-text HTML, ticket filters, help topics, agent collision avoidance, assign and transfer, auto-responder, internal notes, Service Level Agreement, customer portal, dashboard reports, email integration, SSL encryption, and more. There are two software editions available: Self Hosted and Cloud Hosted.

Based on 38 votes

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osTicket

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osTicket Quick Info

Customer support forms an important part of the overall customer experience and plays a crucial role in ensuring consistent sales figures for businesses. Different businesses have different ways of ensuring a robust customer support system. Different tools are used as a part of the system. There are also customer support platforms that combine the capabilities of different tools and offer everything under one package. Depending on their individual needs and budget, businesses opt for any one of the two. 

What is Osticket?

Osticket is the world’s most popular customer support software used by businesses around the world. It offers features like dashboard reports, configurable help topics, ticket filters, customer support portal and service level agreements. The tool possesses an attractive UI and updates all the helpdesk statistics in real-time. This helps the business owners stay in sync with the various customer support processes. The tool also gives users the option to create, edit, and delete help desk topics. Building and maintaining customer relationships helps businesses increase the customer life cycle and derive more value out of a customer.

Customer support portal and ticket filters

The customer support portal offered by the tool helps users maintain close relationships with their clients and increase conversions from repeat customers. One issue which many businesses face is that despite the presence of a ticket generating system tickets are issued to the wrong department and this leads to delays in the query resolutions leading to friction between the customer and the business. To help businesses avoid such discrepancies the tool offers ticket filters that ensure the allocation of tickets to the right department and thereby help in creating better and faster customer support processes.

Different versions

The tool is offered in three versions which also includes the free version. The cloud-hosted version comes with features like managed upgrades and maintenance, rock-solid infrastructure, daily backups, free walk-through session and email integration support. Additionally, an enterprise edition is also on offer that provides a host of other customization options in addition to the features offered by the cloud-based version. Over fifteen thousand businesses in over 190 countries use Osticket to enhance their customer support processes.

Top Features

Core Features
  • Service Level Agreements
  • Customer Portal
  • Dashboard Reports
  • Easy to Setup
  • Ongoing Support
  • On-boarding and Training
  • Email Integration
  • SSL Encryption
  • Automated Backups
  • Scaling and Security
Ticket Management
  • Custom Fields
  • Rich Text HTML
  • Ticket Filters
  • Help Topics
  • Agent Collision Avoidance
  • Assign and Transfer
  • Auto-Responder
  • Internal Notes

Company Information

Company Name: Enhancesoft LLC

Founded In: 2012

Address: 420 Desoto Street, Alexandria, LA, USA

Twitter ID: osticket

Specifications

Ideal For
  • Freelancer
  • Small Business
Pricing Model
  • Free
Deployment
  • Self Hosted

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