osTicket

Vorteile

Kostenloses Ticketsystem für kleinunternehmen, gegen kleines Geld erweiterter Support bzw Hosting buchbar. Bietet AD Anbindung sowie SelfService Portal. Klasse Support Community

Nachteile

Ehr für kleiner Umgebungen/ Kunden gut nutzbar. Keine vernünftige CMDB Verwaltung.

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Gründe für den Wechsel zu osTicket

Vorteile

Leider keine Möglichkeit es weiter zu nutzen

Nachteile

Das es nicht mehr für das neuere Betriebssystem von Synology verfügbar ist.

Vorteile

Open Source
Einfach zu bedienen
Gut zu administrieren
Anpassbar durch Erweiterungen oder Programmierungen

Nachteile

Das Setup hat und etwas Zeit gekostet, da einige Dinge nicht direkt ersichtlich sind

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Vorteile

I really like this ticket tool because it helped me keep the requirements in our company in order. Before I discovered this tool, everything was in disarray and it was very difficult to work, but thanks to OsTicket everything was much better.

Nachteile

What I didn't like very much is that it is a complete tool and has many functions that at first it is difficult to understand what each function is for, but by watching tutorials and manuals I was able to understand the use of the tool much better.

Vorteile

First of all, you can use OSticket freely, install it on a Linux machine, set your environment and you will have a fully working ticketing system.
The interface may not look appealing, but it has all the information and features you need, plus of course you can customize it.
Customers can open tickets via web interface or simply sending an email (you have to set this feature). You will receive an alert via email (remember to customize the alert) and on dashboard a new ticket will be displayed.
Just assign it to yourself (or other collegue) and interact. Files and images can be attached.
Very simple and intuitive to use.
When you are on holiday you can set the holiday mode on your profile so you will not receive notifications, just remember to uncheck it when you come back.

Nachteile

You need a Linux machine and a bit of knowlegment to make OStocket work. Anyway you will find documentation on internet.
Interface may look old. I suggest to zoom it.

Vorteile

It let users submit and use a functioning ticket system.

Nachteile

It was very heavy ended and confusing for both the admin side and the user side.

Vorteile

-open source
- easy to us
- low cost
- easy to setup

Nachteile

- Limited customizable
- security vulnerabilities

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Vorteile

OsTicket is an Easy to get support through our systems. the ease of use with simple design is what i like most about this company.

Nachteile

i think the response time could use an improvement but overall i enjoy this product for the company use.

Vorteile

Extremely intuitive ticket management interface that the whole IT department can follow and report with.

Nachteile

Somewhat convoluted process to integrate into Microsoft SSO, but easy once you follow their documentation.

Vorteile

It helps us to streamline our customer support system, and it’s been a game-changer for our team. The setup was straightforward, and the platform allowed us to customize our ticket management system to fit our specific needs. The ticketing workflow is clean and intuitive, and the ability to categorize and prioritize support requests has significantly improved our response times

Nachteile

While osTicket is feature-rich, there’s a bit of a learning curve for new users, especially with some of the more advanced features like SLA management and reporting. But once you get the hang of it, the system is pretty flexible and scalable

Vorteile

Honestly all of it i couldn't find a single thing that wasn't to my liking

Nachteile

To be real with you, it was spot on, perfect.

Vorteile

The most I loved about osTicket was how easy and simple creating a ticket became for our customers, they don't have the needs to interact with one of our representatives for it. Increasing the orders we can manage offline and then just send a notice to the customer whenever the order is completed or if we need to take additional steps. It is fully customizable so we can choose whatever we want to add or remove.²

Nachteile

I haven't find any issues until now, but since we have less interactions with some of our customers we might lose some sales opportunities.

Vorteile

osTicket is the best open source help desk management software

Nachteile

osTicket very time-consuming to set up for beginner

Vorteile

Os Ticket helps you to manage helpdesk request by your customers. They can open a new ticket via email or create an account and interact via dashboard and you can assign the new ticket to yourself or your collegues.
In your replies you and attach images and/or document. You can have reports and do many researches and also customize the logos/initial screen, set holiday mode (so no new ticket notifications will arrive to you).
Osticket runs on linux machine, the installation and configuration is quite easy, just follow the instructions.
You can find documentation and plugins on internet.

Nachteile

Some menus are a bit confusing, sometimes when I click on a features I don't see on screen what expected

Vorteile

osTicket enables easy ticket management for us.

Nachteile

osTicket has not caused disruption in service.

Vorteile

It is osTicket is a widely used open-source ticketing system that helps organizations manage and track customer support requests. Here's a breakdown of its uses and advantages:

Nachteile

Uses:
* Customer Support:
* It centralizes customer inquiries from various channels (email, web forms, phone) into a single platform.

Vorteile

OS Ticket has been used as an IT Help Desk system and incident management systemEmail integration (O365 /Google workspace)Department-wise ticket number generation Help topic-wise SLAVery easy version upgrade for on-prem

Nachteile

Version 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple systems with OSticket)Email fetch time issue - it takes more time to fetch the mail than what we configured in the systemVersion 1.17 has an issue with one DB view - department-wise ticket countAuto escalation not available

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Vorteile

It's Open source tool which perfect for IT support Ticketing system

Nachteile

They can Improve the reportings and launch some free plugins

Vorteile

osTicket is the best open source ticking system out there. Did I mention that it's free? It's fairly easy to customize and is very intuitive! It has an active support forum and community supporting it. There are third party developers that have created (free and paid) plugins and modifications to help others customize their system to their environment and companies needs.

Need paid support or hosting? Need custom installation services? Have a feature that isn't available that you need? Enhancesoft, the parent company that owns and pays developers to work on the project, offer all of that.

Nachteile

There are a couple of features that I think are important that this type of product has, and they [the developers] have been really slow to implement them. Responsive Themes being the biggest of these. While you can modify it to make your own themes this type of feature is needed. note: Devs have promised this with the forth coming 2.0 release.

Vorteile

Easy to customize or edit forms and configurations for workflow

Nachteile

there is a limit to features but still not too bad

Vorteile

Fast, quick and easy to setup. OpenSource so can be self-hosted.

Nachteile

Some file types are not supported as attachments. A bit obsolete in terms of technology but does the job.

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Vorteile

You don't need a knowledge translation to start using it. It's simplier than others.

Nachteile

The release of new versions is slow. The User Interface is old.

In Betracht gezogene Alternativen

Vorteile

Being free to use and easy to implement and setup, osTicket is suitable for non-profit and small business.

osTicket offers large set of features and options that enables to customize and deliver great user support experience for example you can create custom departments, customize support system pages and modify ticket fields like adding additional ticket fields.

osTicket is a very customizable support ticket system that offers many options to help customize all aspects of user support experience like the ability to customize departments, emails sent to user, pages and alerts.

osTicket offers an easy to setup knowledge base of frequently asked questions to help minimize support requests.

Nachteile

osTicket lacks some important options and features like the option to automatically close tickets after a certain period of time, an option to disable Overdue behavior and the lack of custom themes of both user and agent interfaces.

Vorteile

When my ecommerce business started to take off and we were placing 400 orders a day, we needed something better than just an email inbox to manage customer service. With osTicket, I can manage my several customer service managers and inboxes to ensure we are utilizing our time in the best way possible, and serving our customers needs effectively. osTicket was the perfect addition to our toolbelt, and after trying alternatives, this was still the front runner.

Nachteile

The setup is a bit involved. There are a lot of out of the box settings that need modified in various places in the interface. It does take time to get used to the interface, but once you get the hang of it, the software is set and forget style. Works well for me anyway.

Vorteile

It's the best open source ticketing system. Claiming and reassigning tickets is very easy, as well as email notification is sent out, once a ticket is overdue.
User is able to export tickets quickly using the filtering option of, Assignee, ticket status, and date. From the exported report one is able to see when a ticket was raised and closed. This helps to track on the SLA's

Nachteile

OSticket, does not show how long a ticket took to be escalated to the next level, i.e from level 1 to level 2. It lacks the option to automatically close an overdue ticket after a particular time. There should be an option to reassign a ticket to the next person, if its overdue

Vorteile

The software allows our staff to create trouble tickets for both tech and maintenance. The incorporation into out email system (Gmail) easily lets staff create these tickets through simple emails. More advanced users can log into the portal and track all of their open tickets.

Nachteile

Our previous software was harder to setup but had a few more features. It would be nice to have a heftier reporting feature or trend management built in. Inclusion of asset tracking would be a plus too.

Vorteile

Ticket tracking and email notification
Tasks can be added to tickets for additional steps before a ticket can be closed.
User management is fairly easy, and users can be organized by teams and departments
Files can be attached to the ticket.
A Paid Mobile app allows for simple ticket management.

Nachteile

Notifications and team/department access seems haphazard and a bit of an afterthought. It could be much better organized.

Mobile app is very limited and very pricey for what little it actually accomplishes.

Vorteile

this ticketing system can have many categorized and element. so it is more easier to you while make your own form.

Nachteile

i think os ticket must build some business intelegent dashboard or make a decision report for management.

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Vorteile

Great simple application for support ticket. I am using this app for the past 8 years or more. For someone looking for a basic ticketing system, this is the one. Since the app is opensource, no need to pay for it. lately they have paid hosted versions. I am running mine in my own server. For me this works perfectly as a ticketing platform. You can create web tickets or email tickets.

Nachteile

Reporting can be better. Since its a free app, it's not fair to complain.

Vorteile

It's easy of use is second to none. Everything is very intuitive and you can't fault it for that. It does the job it sets out to do, provide a space to view any issues that come into your service desk

Nachteile

The system just lacks a polished finish. From a visual perspective it looks out of date and it's lacking feature which people nower days probably want like reporting.

Vorteile

oS Ticket has been a great IT Help Desk system for our company. Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk. The system allows for tickets to be assigned to different technicians, change hands, and keeps a detailed note/tracking of everything associated with the ticket. There are a lot of great reports as well, including # of tickets closed, average response time, etc.

Vorteile

It has an free option if you want to test it

Nachteile

Should be simpler, most companies don’t look for all the features so you may end paying for things you will never use

Vorteile

Open sourced, customizable, very easy to use and multi-user. You get reports so you can keep track of your statistics. Its easy to setup and install and you can host it on your own servers.

Nachteile

Search function is terrible. Feels a bit unfinished but they are always doing upsates and improving.

Vorteile

Solution that is free, lightweight, reliable, open source, and easy to setup and use.
Has most of the features of the paid solutions.
Easy to tie to company websites for customers to open tickets.

Nachteile

You need to know how to set it up and host it your self.

Vorteile

Once setup it is a very stable platform. All advanced ticket management features are available, including routing and templates.

Nachteile

Integrating into my workflow was challenging, since it would usually require developing a module by code.

Vorteile

I love this software. We use to use Zendesk but at a user, it wasn't worth it. osTicket save us a ton of time with the FAQ feature that allows our end users to look up and answer without submitting a ticket. We have about 500 FAQ's entered into the system. The ticket system has great integration with gmail allowing tickets to be emailed of submitted via a form. The software is open source so if you are tech savvy you can just install it for free. We run in AWS for / month and have 5 IT Techs on the system. Regular updates are released so we won't be left with an outdated product

Nachteile

No major cons. I wish they would modernize the UI. The UI is about 10 years behind as of 5/2018. Also the API is not full featured on certain actions can be done in the API :( IF you don't want to integrate into existing software this will not matter for you.

Vorteile

This software is easy to deploy, just git clone from https://github.com/osTicket/osTicket
Feature packed and ready for SMB deployment on your own servers.
Community support is active and easy.
Also available as an install package on Synology NAS

Nachteile

For out of the box ticketing system, this software has no real downsides. Some have said its hard to install but I did not have any issues getting it up and running. The fact that you can install this as a package direct from Synology package store makes it even easier.

Vorteile

osTicket is an open-source help desk ticketing system. It has all the best features, is easy to set up, deploy, and maintain and is fully customizable. I needed a help desk platform that could be hosted on-site and osTicket has fit the bill perfectly.

Nachteile

I really don't have any cons for this software. It's open-source and the developers monitor their support forums well so issues can be resolved in a timely manner.

Vorteile

It has most of the functionalities you will require from a ticketing system, moreover it is open source so you can always change things the way you want, develop additional functionalities. Easy to install and customize, the menus are understandable. Creating agents, permissions, access rights, most of the things are just as needed. You can customize the templates without going into core files. There are many people in the forum answering to your trouble issues as well as admin himself.

Nachteile

There are only a few plug ins, I think people should be guided to develop more plugins. There is still some development pending like PHP 7.1 compatibility, archiving of tickets etc. But again, you can always find developers and change the system

Vorteile

Being free to use and easy to implementation gives us a huge savings in our organization. osTicket offers large sets of free plugins and options that enables to customize the osTicket dashboard based on your organization. For example, you can customize the user support like email sents, knowledge based or FAQ in front of the report ticket dashboard.

Nachteile

Initial installation can be difficult if you have never do this before. There are many services to be setup just to get it work.

Vorteile

Once it is setup, it runs itself with almost no tweaking. It has all of the same features as paid helpdesk suites.

Nachteile

Initial configuration can be difficult if you have never done it before. There are so many things to setup just to get it working.

Vorteile

its a open source PHP easy edit to program don't need any PHP professional development skill reporting system is excellent we can customize as per ours requirement

Nachteile

sms integration should be there and email response excellent need more option for alert ticket reporting and user base very comfortable

Vorteile

The installation is really easy being a PHP application.

It lacks some features present in other support management applications, but it has the minimum necesary to get the job done without complications.

It has a very ease to use API to make osTicket work with external systems like call center and CRM.

Nachteile

The search functionality needs some work. It's difficult to search for specific customers or even ticket ID, but overall, is OK.

Vorteile

Offre diverse funzionalità per gestire comodamente le richieste di assistenza.
Essendo Open source è possibile customizzare la form di inserimento dati e campi aggiuntivi.

Nachteile

E' risultata piuttosto difficoltosa la configurazione e la creazione degli utenti e
i team di lavoro.

Vorteile

The way of answering the tickets is prety much easier on os tickets and ot helps the user to assign the tickets to any one from staff and the notification of alerts look good

Nachteile

Filters doesn't work good its really hard to filter tickets based on the name or client name it should be done better and add few addtional options to advance filter

Vorteile

Nice and easy to review tickets sent in. Can configure multiple emails to receive them.

Nachteile

Found some limitations with file types and sizes

Vorteile

Has open source version in case you have an internal development team and would like to increase functionality
Simple to use hence has manageable learning curve

Nachteile

The initial setup and configuration to match an organization requirements takes quite sometime. But once setup everything's fine.

Vorteile

I love their free platform and allowing self hosting. Its kept our tickets neat and clean and we get them out fast. It has a user interface that is pretty easy to navigate and my customers love it

Nachteile

Can be a bit tricky to install but once its up its easy to do.

Vorteile

I love that this can be used for various types of jobs, and that you can use it for multiple job types at once. For instance I use osTicket as my IT helpdesk to assign tickets and track the progress of the issue resolution with a written record. But not only that, we have a separate service department for cleaning equipment that can use it as well. All running from the same install.

Nachteile

Learning curve and initial set up. It is a long process to get through all the settings and features available. Once you do you won't regret it though.