osTicket Features
What are the features of osTicket?
Platform
- Mobile User Support
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
Top Rated osTicket Alternatives
osTicket Categories on G2
Filter for Features
Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. 16 reviewers of osTicket have provided feedback on this feature. | 54% (Based on 16 reviews) | |
Customization | Based on 23 osTicket reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 71% (Based on 23 reviews) | |
User, Role, and Access Management | Based on 25 osTicket reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 88% (Based on 25 reviews) | |
Integration | Based on 13 osTicket reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 68% (Based on 13 reviews) | |
Reporting | Based on 26 osTicket reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 72% (Based on 26 reviews) | |
Dashboards | Based on 27 osTicket reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 78% (Based on 27 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 32 osTicket reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 86% (Based on 32 reviews) | |
Ticket Response User Experience | Based on 32 osTicket reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 87% (Based on 32 reviews) | |
Workflow | Based on 31 osTicket reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 80% (Based on 31 reviews) | |
Automated Response | Based on 29 osTicket reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 84% (Based on 29 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 24 osTicket reviews. | 80% (Based on 24 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions 30 reviewers of osTicket have provided feedback on this feature. | 77% (Based on 30 reviews) | |
Ticket Collaboration | Based on 31 osTicket reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 83% (Based on 31 reviews) | |
Customer/Contact Database | Based on 17 osTicket reviews. Central repository for account and contact information | 73% (Based on 17 reviews) |
Communication Channels
Customer Portal | Based on 24 osTicket reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 81% (Based on 24 reviews) | |
Email to Case | As reported in 27 osTicket reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 90% (Based on 27 reviews) | |
Live Chat Support | Based on 10 osTicket reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 53% (Based on 10 reviews) | |
Social Media Integration | Based on 10 osTicket reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 53% (Based on 10 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
