osTicket

PROS & CONS

What are the best aspects of this product?

I can completely change the hosted version the way I want. Also, thanks to this platform we save $600-1200 a year, because you don’t have to pay for e.g. $50-100 per user, my team is of 10 members and according to this we are saving thousands of dollars. The software provides you with many features and updates continuously.

What aspects are problematic or could work better?

Yes, the platform has plenty of features, but sometimes they are complicated, especially when you need to do the implementation.

What specific problems in your company were solved by this product?

This software saves you money, and we are allowed to brand it without paying a premium version.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

I love the fact that it's a self-hosted version. What's more, the ball is in your court when it comes to its look and feel. I love how it functions. We no longer have to resort to paying for having 50 to 100 users monthly.

What aspects are problematic or could work better?

I don't like the fact that it's not as polished compared to other companies in the market. It comes with a lot of features though. Sometimes, such functionality can be a bit cloudy and complex. There will be instances where it can be frustrating especially in the implementation process.

What specific problems in your company were solved by this product?

We're able to save thousands of dollars yearly thanks to this service. We noticed a cost in efficiency ever since we migrated from Zendesk to this platform. We can also brand this out without worrying about premium payment. As a result, this became a trusted platform with a buttery-smooth experience for today's clients.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

OS Ticket has a developer community and user base that are both experienced and established. We were able to have the OS Ticket implemtations setup from within for clients to utilize. It functions impressively well with the Helpdesk system. It has all the basic functionality we need.

What aspects are problematic or could work better?

Its older versions suffered badly as a result of its poor version techniques and certain spaghetti code. Thing is, great strides were made in getting the code in meeting today's standards. But then again, this only becomes relevant if you're making comprehensive system modifications. With the latest hosted systems offerings and a wide range of functionality, this isn't usually a huge problem for a majority of end-users.

What specific problems in your company were solved by this product?

OS Tickets became the platform and functioning as a Helpdesk. It works either internally or as a client-facing software. It minimizes the burden of dealing with support cases. We're making use of it in keeping track of software development issues constantly being reported by end-users.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

It has everything we want in giving a hand to our customers. It's a thing of beauty. We're using it as our basic ticket system along with its classifications. It also has a functioning knowledge base.

What aspects are problematic or could work better?

As of this writing, we have yet to spot anything negative. It basically covers all bases.

What specific problems in your company were solved by this product?

Now we have a way in tracking client requests and problems. This includes the time spent by the developer on a certain problem. It also covers specifically on what the resolution was. It helps us assist clients in a proactive manner.

Are you a current user of this product?

Yes

What do you like best?

What do you dislike?