osTicket
Enhancesoft
"Make. Happy. Customers."
osTicket is an open-source web-based help desk ticketing system that automatically routes customer inquiries from email, web forms, and API into a unified platform for efficient support management. Designed for cost-conscious and technically-minded teams, osTicket eliminates per-agent licensing fees while offering unlimited customization of ticket workflows, automation rules, and support processes. The platform scales from small businesses to enterprises managing thousands of monthly tickets.
Overview
Pricing Plans
Pricing Model: Per-agent (cloud only); Unlimited agents for self-hosted (free); hybrid enterprise custom
Free Plan: Available
What's Included
- Unlimited tickets & agents
- Unlimited custom fields & forms
- Email integration (piping & polling)
- Ticket routing & automation
- SLA management
- Knowledge base
- Dashboard reports
- Team collaboration
- API access
- Plugin ecosystem
- Full source code access
What's Included
- All open-source features included
- Managed infrastructure & backups
- SSL/HTTPS included
- Automatic updates & patches
- Email support
- Free data migration from existing osTicket
- No setup fee
What's Included
- All osTicket features
- Deep customization available
- Managed cloud or on-premise deployment
- Enterprise SLA support
- Priority professional services
- Contact sales for pricing
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Key Features
Convert all customer inquiries (email, web forms, API) into unified tickets with full conversation history, threading, and metadata. Search and filter across years of ticket data instantly.
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Define unlimited rules to auto-assign tickets to departments/agents, set priority, trigger canned responses, and escalate critical issues—reducing manual work and ensuring fast resolution.
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Capture tickets from email via fast piping (direct delivery) or polling (POP3/IMAP). Two-way threaded email conversations keep all communication in one ticket thread.
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Create unlimited SLAs with response/resolution deadlines, business-hour rules, and priority escalation. Automatic alerts notify agents of overdue tickets and track SLA compliance.
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Build a searchable FAQ knowledge base visible to customers on the client portal. Public and private articles reduce support volume by enabling customers to self-resolve common issues.
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Create unlimited custom ticket fields and department-specific forms. Route inquiries via configurable help topics to ensure they reach the right team with pre-populated relevant information.
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Post private internal notes visible only to agents; ticket locking prevents dual responses. Transparent audit trails document all agent actions and ticket modifications for compliance.
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Monitor help desk health with built-in dashboards showing ticket volume, agent performance, resolution times, and SLA compliance. Export custom reports to CSV for deeper analysis.
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What Makes It Stand Out
- 1
100% free open-source with unlimited agents for self-hosted deployment—no per-agent licensing fees unlike cloud competitors costing $19–$115/agent/month
- 2
Complete customization freedom: unlimited custom fields, forms, workflow rules, and help topics designed precisely for your business without vendor constraints
- 3
Data sovereignty: host on your own servers, eliminating vendor lock-in, data hostage risk, and compliance friction for regulated industries
- 4
Best-in-class email integration: dual piping/polling modes for fastest ticket creation, with full two-way threaded conversation support
- 5
Proven at scale: 5+ million users and 15,000+ businesses trust osTicket for mission-critical support operations spanning 20 years of continuous development
API Access Available
- Listed on G2 Grid as open-source leader
- Capterra Niche Category Leader
- GetApp 'Popular' ranking