Mar 25, 2014

osTicket Core Review

I have written about osTicket in the past. It is a very simple, and easy to use help desk ticketing system that runs on a LAMP server. The first time I wrote about it was because I developed a way to integrate it with Active Directory and the second time I wrote about it, was because I found an easier way to integrate it with Active Directory. Both of those were hacks.

In this latest version, the developers of osTicket have given the system the ability to add plugins! Guess which plugin is available right out of the gates? That's right, an Active Directory authentication plugin! No more hacking PHP!

The next feature that I thought was awesome is the built in stats! They never had stats before which was a problem for management at my last two companies. They had no way of checking how well help desk and customer support personnel were performing. Well, now they can. Here is a screen shot from a server I recently setup:


Here is a list of features in the latest version:
  • Custom Fields
  • Rich Text HTML
  • Ticket Filters
  • Help Topics
  • Agent Collision Avoidance
  • Assign and Transfer
  • Auto-Responder
  • Internal Notes
  • Service Level Agreements
  • Customer Portal
  • Dashboard Reports
If you are familiar with osTicket, you will find the latest version just as easy and intuitive to use, but the built in stats and the Active Directory plugin really make this the best version yet!

Do you use osTicket? Are you thinking about upgrading? Do you use some other open source ticketing system? If so, which one? Let us know in the comments!

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