osTicket ist eine Open Source Kundensupport-Ticket-Management-Software. Die Anwendung ermöglicht es, alle eingehenden Nachfragen aus E-Mail, Web-Formularen und Anrufen in einer Plattform zu sammeln. Du kannst dann Tickets filtern und sie an den richtigen Vertreter zuweisen. Verwende die automatische Zuweise- und Antwortfunktion für wiederkehrende Workflows und Aktionen für bestimmte Ticket-Typen. Die kostenlose Kunden-Support-App bietet ebenfalls ein Kunden-Self-Service-Portal und Dashboard-Berichte.
This software gives our employees a place to report problems to multiple departments and receive timely answers to their technical issues. It allows us to measure metrics for performance, and see trends in issues. Importantly it also allows us to have a historical reference of all problems, outages, etc.
osTicket is the best open source ticking system out there. Did I mention that it's free? It's fairly easy to customize and is very intuitive! It has an active support forum and community supporting it. There are third party developers that have created (free and paid) plugins and modifications to help others customize their system to their environment and companies needs.
Need paid support or hosting? Need custom installation services? Have a feature that isn't available that you need? Enhancesoft, the parent company that owns and pays developers to work on the project, offer all of that.
There are a couple of features that I think are important that this type of product has, and they [the developers] have been really slow to implement them. Responsive Themes being the biggest of these. While you can modify it to make your own themes this type of feature is needed. note: Devs have promised this with the forth coming 2.0 release.
Being free to use and easy to implement and setup, osTicket is suitable for non-profit and small business.
osTicket offers large set of features and options that enables to customize and deliver great user support experience for example you can create custom departments, customize support system pages and modify ticket fields like adding additional ticket fields.
osTicket is a very customizable support ticket system that offers many options to help customize all aspects of user support experience like the ability to customize departments, emails sent to user, pages and alerts.
osTicket offers an easy to setup knowledge base of frequently asked questions to help minimize support requests.
osTicket lacks some important options and features like the option to automatically close tickets after a certain period of time, an option to disable Overdue behavior and the lack of custom themes of both user and agent interfaces.
When my ecommerce business started to take off and we were placing 400 orders a day, we needed something better than just an email inbox to manage customer service. With osTicket, I can manage my several customer service managers and inboxes to ensure we are utilizing our time in the best way possible, and serving our customers needs effectively. osTicket was the perfect addition to our toolbelt, and after trying alternatives, this was still the front runner.
The setup is a bit involved. There are a lot of out of the box settings that need modified in various places in the interface. It does take time to get used to the interface, but once you get the hang of it, the software is set and forget style. Works well for me anyway.
Overall OSTicket lets our tech and maintenance teams address issues in a timely fashion. It is pretty simple to use and therefore easier than some systems for our less technical staff.
The software allows our staff to create trouble tickets for both tech and maintenance. The incorporation into out email system (Gmail) easily lets staff create these tickets through simple emails. More advanced users can log into the portal and track all of their open tickets.
Our previous software was harder to setup but had a few more features. It would be nice to have a heftier reporting feature or trend management built in. Inclusion of asset tracking would be a plus too.
Support ticket software, for free. But not the best feature set around.
Ticket tracking and email notification
Tasks can be added to tickets for additional steps before a ticket can be closed.
User management is fairly easy, and users can be organized by teams and departments
Files can be attached to the ticket.
A Paid Mobile app allows for simple ticket management.
Notifications and team/department access seems haphazard and a bit of an afterthought. It could be much better organized.
Mobile app is very limited and very pricey for what little it actually accomplishes.
Weiter unter folgen häufig gestellte Fragen über osTicket.
osTicket bietet folgende Kostenpläne an:
Preismodell: Kostenlos, Open Source, Abonnement
Kostenlose Testversion: Nicht verfügbar
osTicket bietet die folgenden Funktionen:
osTicket hat die folgenden typischen Kunden:
Freie Mitarbeiter, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen
osTicket unterstützt die folgenden Sprachen:
osTicket hat folgende Preismodelle:
Kostenlos, Open Source, Abonnement
Wir haben keine Informationen darüber, welche Geräte osTicket unterstützt
Wir haben keine Informationen darüber, welche Integrationen osTicket hat
osTicket bietet folgende Optionen für Kundensupport:
Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support