Información general sobre osTicket
¿Qué es 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.
Información general sobre osTicket
Precio
Opciones de precios
Funciones de osTicket
Medios
Opiniones de osTicket
Opiniones de osTicket
Great Help Desk Ticket System
Rock solid, no problems or outages related to the software for over 9 years!
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 Importantly it also allows us to have a historical reference of all problems, outages, etc.
Probably Best Free Customer Support Platform ever.
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.
Free and easy to setup support ticket system to deliver a great user support experience.
Perfect software for my ecommerce website support portal
Compara con las alternativas según la valoración global
Compara las alternativas
Great Help Desk Ticket System
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.
Rock solid, no problems or outages related to the software for over 9 years!
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.
Probably Best Free Customer Support Platform ever.
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.
Free and easy to setup support ticket system to deliver a great user support experience.
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.
Perfect software for my ecommerce website support portal
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.
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas
Precios de osTicket
Precios de osTicket
Compara las alternativas según la relación calidad-precio
Compara las alternativas
Funciones de osTicket
Funciones de osTicket
Compara con las alternativas según la valoración de características
Compara las alternativas
Categorías
Categorías
Preguntas frecuentes sobre osTicket
Preguntas frecuentes sobre osTicket
He aquí algunas preguntas frecuentes sobre osTicket.
P. ¿Qué tipo de planes de precios ofrece osTicket?
osTicket ofrece los siguientes planes de precios:
Modelo de precios: Gratis, Suscripción, Código abierto
Prueba gratis: No disponible
P. ¿Cuáles son las características principales de osTicket?
No tenemos información sobre las características de osTicket
P. ¿Quiénes son los usuarios habituales de osTicket?
Los clientes habituales de osTicket son:
Empresas pequeñas, Administraciones públicas, Sin ánimo de lucro, Trabajadores autónomos, Empresas medianas
P. ¿Qué idiomas admite osTicket?
osTicket admite los siguientes idiomas:
Inglés
P. ¿Qué tipo de planes de precios ofrece osTicket?
osTicket cuenta con los siguientes planes de precios:
Gratis, Suscripción, Código abierto
P. ¿osTicket es compatible con dispositivos móviles?
No tenemos información sobre los dispositivos compatibles con osTicket
P. ¿Con qué otras aplicaciones se integra osTicket?
No tenemos información sobre los tipos de integración de osTicket
P. ¿Qué tipo de asistencia ofrece osTicket?
osTicket ofrece las siguientes opciones de asistencia:
Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica
