osTicket Open Ticket
A sample of an open ticket in the system is pictured. In the lower section of this page (not shown) you can assign and close tickets, post replies, add internal notes, and more.
You can add as many departments as you need. The default departments support and billing, will suit most smaller companies. As your company grows, you can help it grow by adding more departments.
Not only can clients submit tickets via email, they can also submit from a user-friendly Web-based submission form.
You will want to spend a good amount of time setting up osTicket. Of primary importance will be the email settings, as this is where you enable your system to create tickets from submitted emails.
One very handy feature is the templates. Here you can craft canned replies that can include various embedded fields (such as ticket number and addresses).
Here you can see what the ticket listings look like. What you don't see is a feature many help desks do not have. From osTicket a client can log in and see all of their submitted tickets. This allows your users to track the status of their requests.
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Jack Wallen is an award-winning writer for TechRepublic and Linux.com. He’s an avid promoter of open source and the voice of The Android Expert. For more news about Jack Wallen, visit his website getjackd.net.