osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
A few additions to make osTicket an awsome opensource support system
I wanted to introduce osTicket into a company i'm working for.
I really like osTicket as far as i have seen it.
In the following weeks we are going to test it.
When i look at osTicket i also see a few chances to really improve it.
As far as i have seen i am definitely not the only one who's running into these problems.
This are the things im running into:
1. The form customisation is great, but it would be so nice to remove
the standard Ticket Details form. (example: i want to create a special
form for the creation of a new Active Directory user, then i can make my
own form and users don't have to fill in other things. The name of the
form is the name of my ticket and the details are given in my custom
2. Support agents can set a default view. (eg when im from
the department system support i get to see the tickets assigned to this
department, my colleague who is a programmer does only want to see the
requests of application management and functional application
management). This can be done by the person itself.
3. SLA's are based on 24x7. Thats easy for the programming, but there are almost no companies using 24x7 support. Definitely not the ones that use a free ticketing system like osTicket.
4. SLA's change automaticly when the Priority is being changed. A high
priority call needs to be solved way more early then a low prio call.
(eg. an emergency call needs to be solve within 3 hours, a low prio call
needs to be solved within a week)
I would like to hear from the developers.