osTicket Features

osTicket is designed to help you streamline customer service and improve customer support efficiency by providing staff with the tools they need to deliver fast, effective and measurable support.

Web-based Platform

osTicket is a web-based multi-user customer support platform. No local installation required. Access it anytime - from anywhere.		  

Customer Portal

All support requests and responses are archived online. User can login using email and ticket ID. No user account or registration required to submit a ticket.

Autoresponder

Configurable automatic reply sent out when a new ticket is opened or a message is received.		  

Email Integration

Tickets can be created via email, online forms or phone (created by staff). Flexible configuration and mapping.

Role-based Access

Control staff's access level based on assigned groups, departments and teams.		  

Collision Avoidance

Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting responses.

Ticket Assignment

Assign tickets to a staff or a teams. Assignment notes are logged as internal notes.		  

Ticket Transfer

Transfer tickets between departments to make sure it's being handled by the correct staff.

Due Dates

Set due dates on individual tickets and overwrite default grace period. Get overdue alerts and notices on missed due dates.		  

Alerts & Notices

Staff and clients are kept up to date with email alerts. Configurable and flexible settings.

Dashboard & Reports

Get system overview and basic historical statistics on tickets count and status per department, staff and help topics.		  

Canned Responses

Predefined responses for frequently asked questions. Ticket variables supported for personalized responses.

Internal Notes

Add internal notes to tickets for staff. Activity logs let you see events or what actions have been taken, when, and by whom.		  

Attachment Support

Allow web or emailed attachments. Configurable file type whitelisting to enhance security.

Email Templates

Manage and configure email templates used for auto-reply, alerts, notices and responses. Ticket variables supported for personalized messages.		  

Ticket Filters

Apply conditional rules to route incoming tickets to the right departments or staff members, and action triggers.

Service Level Agreements

SLA support allow you to track tickets and due dates without the hassle. Get overdue alerts and notices on missed due dates, and priority escalation.		  

Help Topics

Configurable help topics for web tickets. Route inquiries without exposing internal departments or priorities.

Knowledge Base

Searchable FAQs and help documents portal for users and staff.		  

API

Interface with osTicket via HTTP requests. Create tickets using XML/JSON or EMAIL formats.


Take a Tour Download Now