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osTicket
Conheça osTicket
Um sistema de suporte ao cliente de código aberto que organiza, gerencia e arquiva solicitações de suporte recebidas.
Quem usa osTicket?
O osTicket é um sistema de tíquetes de suporte com código aberto. Ele direciona as consultas criadas por e-mail, formulários da Internet e telefonemas para uma plataforma de suporte ao cliente simples, fácil de usar, baseada na Internet e para vários usuários.
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osTicket
Avaliações do osTicket
Great Help Desk Ticket System
Vantagens:
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.
Alternativas consideradas anteriormente:
OsTicket can provide what we need
Comentários: my experience use this osticket is satisfy. this can very useful especialy if you are the first time use ITSM and ticketing management.
Vantagens:
this ticketing system can have many categorized and element. so it is more easier to you while make your own form.
Desvantagens:
i think os ticket must build some business intelegent dashboard or make a decision report for management.
Alternativas consideradas anteriormente:
Great helpdesk system | Opensource and Paid version
Comentários: I've worked with several OSTicket versions for more than five years, from 1.5 to 1.17. further, i have implemented both the self-hosted and cloud versions for a number of organizations. this can be very useful especially if you are the first time using ITSM and ticketing management.
Vantagens:
OS Ticket has been used as an IT Help Desk system and incident management systemEmail integration (O365 /Google workspace)Department-wise ticket number generation Help topic-wise SLAVery easy version upgrade for on-prem
Desvantagens:
Version 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple systems with OSticket)Email fetch time issue - it takes more time to fetch the mail than what we configured in the systemVersion 1.17 has an issue with one DB view - department-wise ticket countAuto escalation not available
Alternativas consideradas anteriormente:
If Issue tracking and Ticket management is your requirement, osTicket is your choice.
Comentários: As a free opensource tool, osTicket is great. We used it in our startup and my current company which is really good. It does ticket management really well. There are loads of customization, it's easy to use and can even work in a small hosting environment.
Vantagens:
Fast, quick and easy to setup. OpenSource so can be self-hosted.
Desvantagens:
Some file types are not supported as attachments. A bit obsolete in terms of technology but does the job.
The jumping Kangaroo I like
Comentários:
We switched some months ago from another product. After the initial settings (creation of staff, set the email subjects, the SLA, the fields to be displayed...) we start using OsTicket and it works really well. You just need to learn to manage and move among the various tabs, that may be a bit confusing sometime.
I also use OsTicket via mobile phone, the web pages are clear and easy to navigate and interact. Well Done!
Vantagens:
First of all, you can use OSticket freely, install it on a Linux machine, set your environment and you will have a fully working ticketing system. The interface may not look appealing, but it has all the information and features you need, plus of course you can customize it. Customers can open tickets via web interface or simply sending an email (you have to set this feature). You will receive an alert via email (remember to customize the alert) and on dashboard a new ticket will be displayed. Just assign it to yourself (or other collegue) and interact. Files and images can be attached. Very simple and intuitive to use. When you are on holiday you can set the holiday mode on your profile so you will not receive notifications, just remember to uncheck it when you come back.
Desvantagens:
You need a Linux machine and a bit of knowlegment to make OStocket work. Anyway you will find documentation on internet. Interface may look old. I suggest to zoom it.