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osTicket

Name: osTicket
Rating: 4.5 (2 reviews)

By Enhancesoft

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Highlights : About osTicket

Agent collision avoidance

Assign and transfer tickets

Configurable help topic

Configurable automatic reply

Custom help topic forms

Custom fields

About osTicket

osTicket is an open source help desk management solution that offers ticket management and IT asset management within a suite. The system can only be deployed in the cloud and is suited for small and midsize enterprise customers. The software features a built-in customer portal that allows users to submit tickets and track the status of their requests. With the help of “auto assign,” incoming tickets are then automatically routed to the most suitable departments and staff members based on the requests. Once a ticket is sent, the software also sends an automated email response to the users to keep them updated on the status of their requests.

Specifications

Business Size

Small, Mid-Market

Deployments

Premise, Cloud

Language Support

English

Platforms

Product Details

Features

Custom fields

Ticket filters

Rules to route incoming tickets

Internal notes to tickets

Service Level Agreements

Rich text or HTML email

Dashboard reports

Custom help topic forms

Configurable help topic

Customer support portal

Assign and transfer tickets

Agent collision avoidance

Configurable automatic reply

Benefits

Robust customization

In order to immediately head straight to the issue, you can customize forms, fields and lists of data during ticket submission for customers to choose from. Meanwhile, you can also specify the criteria for the ticket queuing to give you control over the information you want to see.

Define ticket filters

Routing tickets to the right agent or department is streamlined. You can also set triggered actions like sending automated canned response and ticket rejection, among others. Help topics are also configurable to accelerate response time.

Automated help desk

As soons as a message is opened or received, auto responses with personalization are sent to immediately engage your client. They can be customized and modified for each department and configured to address the recipient personally.

Reliable customer portal

Users register for a profile and log in to access their tickets and archived responses. They can also look for answers independently through self-service help desk. Building your own knowledgebase is streamlined.

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