osTicket - Free Support Ticketing System

osTicket is an open-source support ticketing system that consolidates customer inquiries from various channels—such as email, web forms, and phone calls—into a unified platform. It offers a range of features to streamline customer support operations.

Features

• Ticket Management: Create, manage, and track support tickets efficiently.
• Email Integration: Automatically convert incoming emails into support tickets.
• Custom Fields and Filters: Gather specific information and automate ticket routing.
• Knowledge Base: Build a repository of how-to guides and articles for customer self-service.
• Agent Collision Avoidance: Prevent multiple agents from responding to the same ticket simultaneously.
• Service Level Agreements (SLAs): Set and monitor response and resolution times.
• Multilingual Support: Cater to a diverse customer base with multiple language options.
• Task Management: Create and assign tasks related to tickets for better collaboration.
• Reporting and Analytics: Generate reports to monitor performance metrics and identify trends.

Pros

• Cost-Effective: osTicket is free and open-source, making it accessible for small to medium-sized businesses.
• Customizable: Being open-source, it can be tailored to meet specific business needs.
• User-Friendly: Offers an intuitive interface for both agents and customers.
• Active Community Support: A robust community provides assistance and shares plugins and add-ons.

Cons

• Limited Advanced Features: Some advanced functionalities may require additional plugins or custom development.
• Technical Setup: Installation and configuration may require technical expertise.
• Mobile App Limitations: The mobile application has limited capabilities and may not meet all user needs.
• Outdated Technology: Some users have noted that osTicket uses somewhat outdated technology, which may not be as efficient or effective as newer systems.

Free Plan Details

osTicket is available as a free, open-source software under the GNU General Public License. This version includes essential features like ticket management, email integration, and a knowledge base. However, it lacks official support and may require manual installation and maintenance.