CXO

Spotlight: osTicket help ticket system

By // April 21, 2010, 6:11 AM PST // jlwallen

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  • 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.

    For a full review of osTicket, check out the TechRepublic Product Spotlight Blog.

    Image created by Jack Wallen for TechRepublic.

  • 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.

    For a full review of osTicket, check out the TechRepublic Product Spotlight Blog.

    Image created by Jack Wallen for TechRepublic.

  • New tickets

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

    For a full review of osTicket, check out the TechRepublic Product Spotlight Blog.

    Image created by Jack Wallen for TechRepublic.

  • 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.

    For a full review of osTicket, check out the TechRepublic Product Spotlight Blog.

    Image created by Jack Wallen for TechRepublic.

  • 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).

    For a full review of osTicket, check out the TechRepublic Product Spotlight Blog.

    Image created by Jack Wallen for TechRepublic.

  • 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

    For a full review of osTicket, check out the TechRepublic Product Spotlight Blog.

    Image created by Jack Wallen for TechRepublic.status of their requests.

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.

For a full review of osTicket, check out the TechRepublic Product Spotlight Blog.

Image created by Jack Wallen for TechRepublic.

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By Jack Wallen

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 jackwallen.com.