CXO

Review: osTicket help ticket system

osTicket is a help system for anyone from small companies to enterprises that need a means for help ticket submission and tracking.

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.

Departments

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.

New ticket

Not only can clients submit tickets via email, they can also submit from a user-friendly Web-based submission form.

Settings

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.

Templates

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).

Tickets

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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About

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.

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