osTicket
osTicket is a widely used open-source support ticketing system that routes customer inquiries from email, web forms, and API into a centralized help desk.
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Our verdict
Who it's for
Open source support ticket system
Who should look elsewhere
Self-hosted version requires server management expertise
Pros
- +Completely free and open-source for self-hosting
- +Used by 15,000+ businesses worldwide
- +Affordable cloud hosting at $12/agent/month
- +Full source code access for customization
- +Active community with plugins and extensions
Cons
- −Self-hosted version requires server management expertise
- −UI feels dated compared to modern help desk tools
- −Limited native integrations out of the box
- −No built-in live chat or chatbot functionality
- −Documentation could be more comprehensive
Key features
- ✓Centralized ticket management from email, web forms, and API
- ✓Auto-assignment and routing to departments
- ✓Configurable SLA management with business hours
- ✓Customer self-service portal
- ✓Dashboard with real-time help desk analytics
- ✓Ticket filtering and custom queues
- ✓Canned responses and knowledge base
- ✓Agent collision detection
- ✓Custom fields and forms for ticket types
- ✓Rich text and file attachment support
Pricing
No public pricing plans recorded.