osTicket Reviews

Pros

Getting it up and running was one of the highlights for me especially because it made handling support requests much more manageable from a single centralized place. The interface is clear and uncomplicated, ticket sorting works well and the customization options made it fit our workflow without much trouble. It also comes with reliable automation and email integration which helped us respond faster and made the overall support process more efficient.

Cons

A drawback with osTicket is that the interface can come across as a bit dated when compared with more modern help desk solutions.

Pros

Running customer support with this tool has been very simple. It's user-friendly thoughtfully designed and completely free to use which makes it an excellent option.

Cons

There's nothing specific to complain about. From a pricing standpoint, it's a very worthwhile solution for small and medium-sized companies that need an automated customer care system.

Pros

Using it feels very user-friendly and it works really well when you already have a solid customer base or a strong marketing team behind you.

Cons

Smaller companies like this really can't go head-to-head with Eventbrite since its built-in marketing tools are just much more powerful.

Pros

Setting up the software is simple and it can be tailored extensively to match specific support needs. That level of full customization makes it an excellent option for handling customer support.

Cons

There were a few small learning curves at the beginning but once I worked through the detailed instructions and got a full understanding of the software, those issues were resolved without much trouble.

Pros

Having the flexibility to customize different help topics is really helpful and the option to automatically route certain tickets to specific team members saves time. It's also useful that you can set up customer organizations within the account.

Cons

Getting it optimized was a very frustrating process. It took roughly a month to figure out that the wrong PHP version had been installed and that detail wasn't mentioned anywhere in the installation documentation. On top of that, the interface feels pretty old-fashioned and isn't very visually appealing.

Pros

Setup at the beginning was pretty simple. Installing and configuring it on a Linux system went without much trouble and enrolling users was simple too.

Cons

Even with that, I just don't care for it. It ended up feeling outdated both in its interface and in how it works and it was honestly something we felt embarrassed to put in front of clients.

Pros

Connecting with our clients has been smooth with it and everyone in our office really enjoys using it.

Cons

I honestly don't have any complaints about it. It's been very user-friendly and has played a big role in helping our company grow while also showing us how important it is to take good care of our customers.

Pros

A solid option for startups and mid-sized companies and it's simple to use day to day.

Cons

There's no-code functionality missing which can be limiting.

Pros

One thing that really stands out is that it's completely free to use and that alone sets it apart from a lot of other similar companies.

Cons

Customer support is the area I'd most like to see improved. A company like this would really benefit from offering live chat support to better assist customers.

Pros

It has been a really solid open-source choice for us and moving up to the supported package was surprisingly affordable. When we needed assistance, their team was incredibly helpful and went above and beyond. The system is highly customizable and simple to work with, both for end users on the front end and for the technical team behind the scenes. Overall, it performs really well.

Cons

The only minor downside for me is the visual design. I'm just not particularly into the way it looks but it's nothing serious, more of a personal preference than an actual issue.

Pros

It is a popular open-source ticketing platform that organizations use to organize and monitor customer support requests. It offers a practical way to handle support operations and one of its biggest advantages is how broadly it's used and trusted.

Cons

A core use of the system is customer support since it brings inquiries from different channels like email, web forms and phone calls into one centralized platform.

Pros

Users were able to submit requests and make use of a working ticketing system.

Cons

The platform felt quite heavy and was confusing to navigate on both the admin side and the user side.

Pros

Everything about it worked for me and I honestly couldn't point to a single part that felt off or disappointing.

Cons

To be completely honest, nothing comes to mind here, it felt spot on and exactly how I wanted it to be.