osTicket

osTicket is an open source help desk management solution that offers ticket management and IT asset management within a suite. The system can only be deployed in the cloud and is suited for small and midsize enterprise customers.

The software features a built-in customer portal that allows users to submit tickets and track the status of their requests. With the help of "auto assign," incoming tickets are then automatically routed to the most suitable departments and staff members based on the requests. Once a ticket is sent, the software also sends an automated email response to the users to keep them updated on the status of their requests.

With interactive dashboards and reporting modules to prepare customized reports, the IT department can gain complete visibility into help desk operations and make effective decisions regarding staffing levels and ticket handling procedures.

Features

osTicket includes the following features:

• Ticket management: osTicket allows you to create, track, and manage customer support tickets. You can also assign tickets to agents, set priorities, and track the status of tickets.
• Knowledge base: osTicket includes a knowledge base that you can use to store articles and FAQs. This can help your customers find answers to their questions without having to contact your support team.
• Self-service portal: osTicket includes a self-service portal that your customers can use to create tickets, view their ticket history, and search the knowledge base.
• Integrations: osTicket can be integrated with a variety of other software, such as CRM systems, email marketing platforms, and social media platforms.
• Customization: osTicket is highly customizable. You can change the look and feel of osTicket, as well as the functionality of the software.

Pricing

osTicket is free to download and use. However, there are paid add-ons that you can purchase to add additional features to osTicket. The paid add-ons range in price from $19 to $99.