osTicket

osTicket is an open-source support ticketing system that provides a comprehensive solution for managing customer inquiries and enhancing service delivery. Its user-friendly interface allows businesses to streamline ticketing processes, ensuring efficient communication between support agents and customers.

Key Features:

• Ticket Management: osTicket simplifies ticket management with features such as custom queues, ticket filters, and agent collision avoidance, ensuring that requests are handled efficiently.
• Customizable Experience: The platform allows users to create custom fields and auto-responders, tailoring the support experience according to specific business needs.
• Customer Portal: Users can maintain a customer portal where customers can track their support requests and access a knowledge base, fostering self-service capabilities.
• Automation and SLAs: The system supports service level agreements (SLAs) to help manage response times and ensure timely support responses.
• Advanced Search: osTicket includes advanced search capabilities, making it easier for agents to locate tickets and information quickly.

Editions:

osTicket offers various editions, including a free self-hosted version and a cloud-hosted option starting at $12 per agent per month. Users can sign up for a 30-day free trial of the cloud-hosted platform, which does not require a credit card.

Support and Documentation:

osTicket provides comprehensive documentation, detailed support options, and encourages users to subscribe to mailing lists for updates and security patches. The service emphasizes ongoing management and a customizable platform tailored to business needs.