OsTicket

osTicket is an open-source help desk software and ticket management system designed to centralize customer support inquiries from emails, web forms, and API requests. It functions as a multi-channel support tool that converts incoming communications into a structured queue for agent resolution and IT help desk management.

The platform features a dedicated customer support portal where users can submit requests, track ticket status, and access a self-service knowledgebase of help articles and FAQs. It integrates secure OAuth2 email authentication to retrieve and send messages without storing local passwords.

The system includes comprehensive workflow automation for routing tickets to specific departments, managing service level agreements, and tracking agent activity through audit logs. Administrators can customize the environment via a plugin-based extension model, tailored data collection forms, and a multilingual translation layer for global accessibility.

Deployment is supported by a web-based upgrade wizard for application updates and database schema migrations.

Features

Support Ticketing - Centralizes customer inquiries from email and web forms into a single system to track and resolve issues.
Self-Hosted Help Desks - Provides a complete, self-hosted platform for managing IT help desk requests and support infrastructure.
Departmental Categorization - Groups tickets into functional areas to organize workloads and restrict staff access by category.
Availability Schedulers - Defines operational hours and holiday calendars to calculate ticket deadlines and agent availability.
Customer Support Portals - Offers a dedicated external interface for users to submit tickets, track status, and access documentation.
Email Pipe Ingestion - Converts incoming emails into tickets in real time via server aliases for centralized management.
Role-Based Access Controls - Assigns functional roles to agents through departments and teams to dictate operational capabilities.
Self-Service Knowledgebases - Includes a self-service knowledgebase where customers can search for help articles and FAQs.
Service Level Agreement Management - Defines and monitors expected response and resolution times to maintain support quality standards.
Support Workflow Automation - Automates the routing and assignment of support tickets to specific departments based on predefined business rules.
Resource Visibility Restrictions - Limits agent visibility of tickets and resources based on their assigned department membership.
Ticket Routing Rules - osTicket assigns web form submissions to departments and priority levels based on the selected topic.
Ticketing Systems - Provides a comprehensive system for centralizing and tracking customer support inquiries as structured tickets.
Web-Based Ticket Submission - Provides a public web form for customers to submit support requests with contact details and descriptions.
Self-Service Knowledgebases - Provides a self-service repository of information that customers can search to resolve issues independently.
Email Routing - Provides automated routing of incoming emails into the system as structured support tickets.
Multi-Channel Support Inboxes - Unifies incoming communications from email, web forms, and APIs into a single interface for support agents.
Email Dispatchers - Dispatches ticket responses and notifications using native mail or SMTP servers.
Email Integration Services - Provides tools for configuring mail servers and managing email communications within the support workflow.
Email Message Retrieval - Implements systems for fetching emails from external accounts to convert them into support tickets.
Scheduled Polling - Uses scheduled cron jobs to periodically poll external mail servers for new messages.
Inquiry Centralization - Aggregates support requests from emails, phone, and web forms into a single unified interface.
Support Ticket Notifications - Sends automated alerts to staff members when new tickets are created or messages are added.
Access Control Lists - Defines granular permissions via access control lists to restrict modification of system resources.
Role-Based Access Control - Manages permissions through a hierarchy of roles, departments, and groups to restrict resource access.
Security and Access Control - Implements multi-factor authentication and visibility permissions to secure data access.
User Access Management - Provides centralized tools for managing staff accounts, security policies, and resource permissions.
Automated Response Alerts - Provides automated autoresponders to keep customers informed about ticket updates.
Automated Ticket Assignments - Automatically distributes and assigns tickets to agents based on predefined filtering rules.
Customer Lifecycle Notifications - Triggers messages to users during critical ticket lifecycle events such as creation or updates.
Ticket Search & Filtering - Locates support requests using granular search criteria and quick filters.
Queue Organization - Organizes ticket queues using custom columns to prioritize and manage agent workloads.
Help Desk Ticketing Integrations - Provides an API for external systems to automatically create support tickets via JSON or XML.
Knowledgebase Hierarchies - Structures help articles into nested categories to improve discoverability for users.
Custom Data Collection Forms - Enables the creation of tailored data collection forms to capture specific information during ticket submission.
Content Management Search - Implements search functionality optimized for retrieving articles within the self-service knowledgebase.
Article Publishing Workflows - Enables the creation and publishing of a public library of help topics and FAQs.
Interface Localizations - Includes a multilingual translation layer to map interface text and forms for global accessibility.
Transactional Email Templates - Provides frameworks for designing and managing automated, event-driven email layouts for tickets.
Email Template Customizations - Allows modification of automated email notification content and structure to meet organizational needs.
OAuth2 Email Authentications - Uses OAuth2 tokens for secure authentication when connecting to modern email providers.
Multi-Factor Authentication - Implements multi-factor authentication to protect user and agent accounts from unauthorized access.
User Management - Manages registered user accounts, including bulk imports and password reset workflows.
Multi-Factor Authentication - osTicket requires a secondary verification token after the password to prevent unauthorized helpdesk access.
Single Sign-On Integrations - Integrates with external identity providers to enable centralized single sign-on for users.
Two-Factor Authentication - Supports two-factor authentication using time-based six-digit codes from mobile authenticator apps.
Third-Party Plugins - Supports external modules and add-ons to integrate third-party storage or auditing tools.
Plugin-Based Architectures - Employs a plugin-based architecture that allows third-party add-ons to extend core system capabilities.
Staff Activity Monitoring - Records a comprehensive history of actions performed by users and agents to monitor behavior.
Ticket History Auditing - Logs every modification to a ticket to provide a detailed audit trail and version history.
Interface Text Localization - Translates system interface labels and site pages into multiple languages using localization packs.
API Interfaces - Exposes a programmatic HTTP API for external systems to submit ticket data using API keys.
Email Templates - Utilizes markup-based templates with dynamic placeholders to generate automated email notifications.
User Interface Localization - Adapts the user interface for different languages through a multilingual translation layer.
Content Translation - Provides language-specific versions of help articles and email templates to support global users.

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osTicketosTicket

Features