osTicket - Prix, fonctionnalités, avis et comparateur de logiciels

osTicket

Customer support ticket system

4.2/5 (30 avis)

osTicket - Présentation

osTicket offers a free open source ticket management and customer support solution for companies of all sizes, particularly small and medium businesses. The software can be used to collect tickets and assign custom fields to each ticket, creating a list of data associated with each ticket that can be shared on the knowledgebase for clients. You can create auto-response templates for incoming email tickets and rich text HTML allows you to add your logo, images and videos to tickets.

The ticket filter tool provided by osTicket allows you to define routing rules for tickets so that tickets are sent to the correct person or department. Tickets can also be reassigned if they have not been received by the right person, and notes of all actions are logged in the ticket thread. You can also define automatic actions for each ticket, such a canned response. The ticketing software helps further streamline operations by avoiding agent collision using the ticket locking tool. Further features include an auto-responder, customer portal and dashboard reports.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Free
Open source
Abonnement
Rapport qualité-prix

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Canada, Europe, États-Unis

Langues

anglais

osTicket - Avis

Note globale
4.2/5
87% d'avis positifs
11
Excellent
15
Très bien
4
Moyen
0
Médiocre
0
Horrible
Traduire avec Google Translate

Rock solid, no problems or outages related to the software for over 9 years!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 05/06/2018
Provenance de l'avis : Capterra

This software gives our employees a place to report problems to multiple departments and receive timely answers to their technical issues. It allows us to measure metrics for performance, and see trends in issues. Importantly it also allows us to have a historical reference of all problems, outages, etc.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Traduire avec Google Translate

Free and easy to setup support ticket system to deliver a great user support experience.

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 14/01/2018
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Traduire avec Google Translate

Perfect software for my ecommerce website support portal

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 16/07/2018
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Traduire avec Google Translate

Support tickets, email notifications, mobile app, all relatively easy to use

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 26/06/2018
Provenance de l'avis : Capterra

Support ticket software, for free. But not the best feature set around.

Avantages

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.

Inconvénients

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.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit

7.0/10
Traduire avec Google Translate

Free and Easy!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 19/03/2018
Provenance de l'avis : Capterra

Avantages

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

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

osTicket - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Free
Open source
Abonnement
Rapport qualité-prix

Opensource

osTicket - Fonctionnalités


  • API
  • Audit
  • Contrôle d'accès
  • Données en temps réel
  • Gestion des flux de travail
  • Importation et exportation de données
  • Interface glisser-déposer
  • Intégration de tiers
  • Intégration des applications
  • Monitoring
  • Notifications automatiques
  • Outils de collaboration
  • Projections
  • Rapports en temps réel
  • Rapports et statistiques
  • Suivi de l'activité des utilisateurs
  • Suivi des activités
  • Surveillance en temps réel
  • Sécurité SSL
  • Tableau de bord d'activités

Plus d'informations sur osTicket

osTicket - Principales fonctionnalités

  • Agent Collision Avoidance
  • Assign and Transfer tickets
  • Configurable automatic reply
  • Configurable help topic
  • Custom Fields
  • Custom help topic forms
  • Customer support portal
  • Dashboard reports
  • Internal notes to tickets
  • Rich text or HTML email
  • Rules to route incoming tickets
  • Service Level Agreements
  • Ticket Filters

Avantages

  • Custom Fields: Create custom fields, forms and listing can be added to each web ticket or for specific help topics.

  • Ticket Filters: Use filters to route incoming tickets and set automatic actions such as ticket rejection, department assignment, and canned responses.

  • Agent Collision Avoidance: You can lock tickets so that multiple agents do not respond to the same request. You can set the amount of time the ticket remains locked for.

  • Service Level Agreements: Create as many SLA plans as you wish and associate them with help topics, departments or ticket filters. Get overdue alerts and notifications on due dates missed.

  • Customer Portal: All support requests and responses are automatically archived and saved to a customer self-help portal. Users can log in with their email and ticket ID to access help pages.

  • osTicket - FAQ

    Voici quelques-unes des questions fréquentes sur osTicket.

    Q. Quels sont les types de licence disponibles pour osTicket ?

    Types de licences disponibles pour osTicket :

    Type de licence: Free, Open source, Abonnement

    version d'essai gratuite: Non disponible

    Opensource

    Q. Quelles sont les principales fonctionnalités du logiciel osTicket ?

    Fonctionnalités du logiciel osTicket :

    • Agent Collision Avoidance
    • Assign and Transfer tickets
    • Configurable automatic reply
    • Configurable help topic
    • Custom Fields
    • Custom help topic forms
    • Customer support portal
    • Dashboard reports
    • Internal notes to tickets
    • Rich text or HTML email
    • Rules to route incoming tickets
    • Service Level Agreements
    • Ticket Filters

    Q. Qui utilise osTicket ?

    Utilisateurs habituels du logiciel osTicket :

    Auto-entrepreneurs, Entreprises de taille moyenne, Organismes à but non lucratif, Administration publique, PME

    Q. Dans quelles langues osTicket est-il disponible ?

    Langues dans lesquelles osTicket est disponible :

    anglais

    Q. Quels sont les types de licence disponibles pour osTicket ?

    Types de licences disponibles pour osTicket:

    Free, Open source, Abonnement

    Q. osTicket prend-il en charge les appareils mobiles ?

    Nous n'avons pas d'informations sur les appareils pris en charge par osTicket.

    Q. Avec quelles applications osTicket peut-il s'intégrer ?

    Nous n'avons pas d'informations sur les intégrations offertes par osTicket.

    Q. Quelles sont les ressources d'aide disponibles pour osTicket ?

    Ressources d'aide disponibles pour osTicket :

    FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique

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