osTicket

Sistema de tickets de asistencia al cliente

4.3 /5 (39 opiniones) ¡Escribe una reseña!

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

A partir de
N/A

Opciones de precios

Prueba gratis
Gratis
Suscripción
Código abierto
Relación calidad-precio

Funciones de osTicket

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá
Idiomas admitidos
Inglés

Medios

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
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

Opiniones de osTicket

Opiniones de osTicket

Calificación general
4.3
/
5
Excelente
17

Muy bien
18

Normal
4

Pobre
0

Malo
0

Relación calidad-precio
4.8
Funciones
4.3
Facilidad de uso
4.2
Asistencia al cliente
4
90% Un ha recomendado esta aplicación
Kyle M.

Great Help Desk Ticket System


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Usuario verificado

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.


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Giorgi G.

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.


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Usuario verificado

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


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Perfect software for my ecommerce website support portal


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Kyle M.
Sector: Construcción
Tamaño de la empresa: 501-1000 empleados
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Great Help Desk Ticket System

Software usado A diario durante Más de dos años
Revisado el 8/6/2017
Fuente de la reseña: GetApp

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso

Probabilidad de recomendación: 10.0/10

Usuario verificado
Sector: Servicios individuales y familiares
Tamaño de la empresa: 201-500 empleados
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Rock solid, no problems or outages related to the software for over 9 years!

Software usado A diario durante Más de dos años
Revisado el 5/6/2018
Fuente de la reseña: Capterra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Giorgi G.
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Probably Best Free Customer Support Platform ever.

Revisado el 8/11/2016
Fuente de la reseña: Capterra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Usuario verificado
Sector: Software informático
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Free and easy to setup support ticket system to deliver a great user support experience.

Software usado A diario durante Más de un año
Revisado el 14/1/2018
Fuente de la reseña: Capterra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 8.0/10

Usuario verificado
Sector: Software informático
Tamaño de la empresa: 1001-5000 empleados
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Perfect software for my ecommerce website support portal

Software usado A diario durante Más de dos años
Revisado el 16/7/2018
Fuente de la reseña: Capterra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Recomendación de usuario
8.6/10
Basado en 39 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de osTicket

Precios de osTicket

A partir de
N/A
Prueba gratis
Gratis
Suscripción
Código abierto
Relación calidad-precio
Relación calidad-precio
4.8/5
Basado en 39 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de osTicket

Funciones de osTicket

API
Alertas y alzada
Auditoría
Autorizaciones basadas en roles
Control de acceso
Creación de informes y estadísticas
Datos en tiempo real
Funcionalidad de búsqueda
Gestión de flujos de trabajo
Gestión de la conformidad
Herramientas de colaboración
Importación y exportación de datos
Integración de terceros
Interfaz para arrastrar y soltar
Notificaciones automáticas
Panel de actividades
Seguimiento de actividades
Supervisión
Supervisión en tiempo real
Visualización de datos
Funciones
4.3/5
Basado en 39 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

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