osTicket - Prix, fonctionnalités, avis et comparateur de logiciels

osTicket

Customer support ticket system

4.2/5 (20 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
Freemium
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
80% d'avis positifs
8
Excellent
8
Très bien
4
Moyen
0
Médiocre
0
Horrible

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 Importantly it also allows us to have a historical reference of all problems, outages, etc.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

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

Probably Best Free Customer Support Platform ever.

Publié le 08.11.2016
Provenance de l'avis : Capterra

OSTicket is so far my beloved customer support system when it comes to free platforms and easy of use functionality. I have spent over 1 year of managing and using OsTicket with 18 different agents and 4 separate departments. Thus, I will share my review of the system below in few words.
(Please note this is about the self-hosted package of OsTicket, not Cloud-based.)

The main advantage of the system is its nature of being equipped with all the necessary functions to maintain the medium sized companies support platform. It is a convenient system to carry out daily support-related tasks, answer tickets, have an unlimited number of cases/departments/agents, etc. In terms of simplicity, OSTicket is really user-friendly and easy to use platform that perfectly realises its own purposes of being reliable ticketing system. It is easy to install and maintain, the internal admin and agent user face are user-friendly as well.

The main disadvantage of the system might be its lack of statistical measurements. It was the main aspect I was lacking while using the OsTicket. It is really hard to get the valuable statistical data from OSTicket regarding the agents, their working levels, times, etc. Basically, there is just one simple page of "Statistics" that shows the quantity of the tickets and some basic stuff and that's all. Nothing else about the statistics. Furthermore, another disadvantage is its lack of social integration. The reason I decided to move my company to another platform was that I couldn't integrate the OsTicket with Facebook & Twitter platforms. There are other little disadvantages, however, not worth mentioning as they don't make a big different.

All in all, if not the aforementioned disadvantages of the system, OSTicket would be one of the best solutions for the small and medium-sized companies' support system needs. However, as it's completely free I'm nothing but grateful to the developers who developed this wonderful system and share it for free.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

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

Great Help Desk Ticket System

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 08.06.2017
Provenance de l'avis

Avantages

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation

Probabilité de recommander le produit

10.0/10

osTicket - Prix

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

osTicket - 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

osTicket - 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: Freemium, 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:

    Freemium, 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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