Sobre osTicket

osTicket ofrece una solución gratuita de gestión de tickets de código abierto y asistencia al cliente para empresas de todos los tamaños, especialmente pequeñas y medianas empresas. El software se puede utilizar para recopilar tickets y asignar campos personalizados a cada uno, creando una lista de datos asociados con cada ticket que se puede compartir en la base de conocimientos para los clientes. Puedes crear plantillas de respuesta automática para tickets de correo electrónico entrantes y el HTML enriquecido de texto permite agregar tu logotipo, imágenes y videos a los tickets.

La herramienta de filtro de tickets proporcionada por osTicket permite definir las reglas de enrutamiento de estos para que los casos de atención al cliente se envíen a la persona o departamento correctos. Los tickets también pueden ser reasignados si la persona correcta no los recibió y las notas de todas las acciones se registran en las cadenas del mismo. También puedes definir acciones automáticas para cada ticket, como una respuesta enlatada. El software de tickets ayuda a optimizar aún más las operaciones al evitar la colisión del agente mediante la herramienta de bloqueo de tickets. Otras características incluyen una respuesta automática, el portal del cliente y los informes del panel de control.

Precios desde:

USD 9.00/mes

  • Prueba gratis
  • Versión gratuita
  • Suscripción
  • Código abierto

Dispositivos

Tamaño de la empresa

P M G

Disponible en los países siguientes

Canadá, Estados Unidos

Idiomas admitidos

inglés

Precios desde:

USD 9.00/mes

  • Prueba gratis
  • Versión gratuita
  • Suscripción
  • Código abierto

Imágenes

Ticket detail view in osTicket
Managing open tickets in osTicket
Creating custom forms in osTicket
osTicket managing overdue tickets
Monitoring ticket activity in osTicket
Managing help topics in osTicket
Ver 7 más
Captura de pantalla de osTicket: Ticket detail view in osTicket Captura de pantalla de osTicket: Managing open tickets in osTicket Captura de pantalla de osTicket: Creating custom forms in osTicket Captura de pantalla de osTicket: osTicket managing overdue tickets Captura de pantalla de osTicket: Monitoring ticket activity in osTicket Captura de pantalla de osTicket: Managing help topics in osTicket

Funciones

Funcionalidades totales de osTicket: 10

  • Autorrespondedores
  • Campos personalizables
  • Configuración de flujos de trabajo
  • Enrutamiento automatizado
  • Formularios personalizables
  • Formularios web
  • Gestión de SLA (Service Level Agreement)
  • Gestión de tickets
  • Macros y modelos de respuestas
  • Portal de autoservicio

Alternativas

Zendesk

4.3
#1 alternativa a osTicket
Zendesk es una solución de software de atención al cliente basada en la nube y en la que confían más de 40 000...

Zoho Desk

4.5
#2 alternativa a osTicket
Zoho Desk es una plataforma de help desk basada en la nube y diseñada para ayudar a empresas de todos los tamaños a...

LiveAgent

4.7
#3 alternativa a osTicket
LiveAgent es una solución de mesa de ayuda basada en la web que permite la gestión de tickets de asistencia desde...

Agile CRM

4.2
#4 alternativa a osTicket
Agile CRM combina potentes funcionalidades de automatización, telefonía, web, dispositivos móviles, correo electrónico,...

Opiniones

Calificación general

4.3 /5
(41)
Relación calidad-precio
4.8/5
Funciones
4.2/5
Facilidad de uso
4.2/5
Asistencia al cliente
4/5

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Mostrando 5 opiniones de 41
Kyle M.
Calificación general
  • Sector: Construcción
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Probabilidad de recomendación 10.0 /10

Great Help Desk Ticket System

Revisado el 8/6/2017

Puntos a favor

oS Ticket has been a great IT Help Desk system for our company. Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk. The system allows for tickets to be assigned to different technicians, change hands, and keeps a detailed note/tracking of everything associated with the ticket. There are a lot of great reports as well, including # of tickets closed, average response time, etc.

Usuario verificado
Calificación general
  • Sector: Servicios individuales y familiares
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Rock solid, no problems or outages related to the software for over 9 years!

Revisado el 5/6/2018

This software gives our employees a place to report problems to multiple departments and receive...

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.

Puntos a favor

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.

Puntos en contra

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.

Giorgi G.
Calificación general
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente

Probably Best Free Customer Support Platform ever.

Revisado el 8/11/2016

OSTicket is so far my beloved customer support system when it comes to free platforms and easy of...

OSTicket is so far my beloved customer support system when it comes to free platforms and easy of use functionality. I have spent over 1 year of managing and using OsTicket with 18 different agents and 4 separate departments. Thus, I will share my review of the system below in few words.
(Please note this is about the self-hosted package of OsTicket, not Cloud-based.)

The main advantage of the system is its nature of being equipped with all the necessary functions to maintain the medium sized companies support platform. It is a convenient system to carry out daily support-related tasks, answer tickets, have an unlimited number of cases/departments/agents, etc. In terms of simplicity, OSTicket is really user-friendly and easy to use platform that perfectly realises its own purposes of being reliable ticketing system. It is easy to install and maintain, the internal admin and agent user face are user-friendly as well.

The main disadvantage of the system might be its lack of statistical measurements. It was the main aspect I was lacking while using the OsTicket. It is really hard to get the valuable statistical data from OSTicket regarding the agents, their working levels, times, etc. Basically, there is just one simple page of "Statistics" that shows the quantity of the tickets and some basic stuff and that's all. Nothing else about the statistics. Furthermore, another disadvantage is its lack of social integration. The reason I decided to move my company to another platform was that I couldn't integrate the OsTicket with Facebook & Twitter platforms. There are other little disadvantages, however, not worth mentioning as they don't make a big different.

All in all, if not the aforementioned disadvantages of the system, OSTicket would be one of the best solutions for the small and medium-sized companies' support system needs. However, as it's completely free I'm nothing but grateful to the developers who developed this wonderful system and share it for free.

Usuario verificado
Calificación general
  • Sector: Software informático
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Free and easy to setup support ticket system to deliver a great user support experience.

Revisado el 14/1/2018

Puntos a favor

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.

Puntos en contra

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.

Usuario verificado
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 1,001-5,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente

Perfect software for my ecommerce website support portal

Revisado el 16/7/2018

Puntos a favor

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.

Puntos en contra

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.

Mostrando 5 opiniones de 41 Todas las opiniones

Preguntas frecuentes sobre osTicket

He aquí algunas preguntas frecuentes sobre osTicket.

osTicket ofrece los siguientes planes de precios:

  • A partir de: USD 9.00/mes
  • Modelo de precios: Gratis, Suscripción, Código abierto
  • Prueba gratis: No disponible

No tenemos información sobre las características de osTicket

Los clientes habituales de osTicket son:

Trabajador autónomo, 2-10, 11-50, 51-200, 201-500

osTicket admite los siguientes idiomas:

inglés

osTicket admite los siguientes dispositivos:

No tenemos información sobre los tipos de integración de osTicket

osTicket ofrece las siguientes opciones de asistencia:

E-mail/Help Desk, Preguntas frecuentes/foro, Base de conocimientos, Asistencia telefónica

Categorías relacionadas

Ver todas las categorías de software encontradas para osTicket.