osTicket is a robust ticketing management software designed to streamline support ticket handling for businesses of all sizes. Ideal for customer service teams, it offers a customizable workflow, automated ticket routing, and detailed reporting capabilities, making it a standout solution in the helpdesk software market.

What are the main features of osTicket?

Efficient Ticket Management

osTicket enhances your customer service efficiency by centralizing all support requests in one accessible location. Seamless ticket management ensures that no query goes unanswered.

• Centralized Inbox: All incoming requests funnel into a single accessible inbox for streamlined management.
• Automatic Ticket Numbering: Each inquiry receives a unique identifier for easy tracking and reference.
• Status Monitoring: Stay updated on each ticket's lifecycle with clear status indicators.

Customizable Automation

Take your support services to the next level with osTicket’s customizable automation capabilities, designed to optimize workload distribution and ticket resolution.

• Automatic Ticket Routing: Direct tickets to the appropriate department or staff based on predefined criteria.
• Autoresponses: Trigger automatic replies to acknowledge customer inquiries, reducing response time.
• Escalation Rules: Automatically escalate unresolved tickets to ensure timely handling.

In-Depth Reporting

osTicket provides comprehensive reporting tools that transform your support data into actionable insights, helping you improve service delivery and identify improvement areas.

• Custom Reports: Create tailored reports to gain insights into ticket handling and team performance.
• Real-Time Analytics: Access up-to-date information for informed decision-making.
• Team Performance Metrics: Evaluate staff efficiency and identify training opportunities.