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.