Audyense
osTicket
Customer Support · osticket.com
Overview
osTicket is a widely-used open-source support ticketing system that consolidates email, web-form, and API-submitted inquiries into a single multi-user help desk with SLAs, ticket filters, and a knowledge base. It is free to download and self-host under a GPL license, with a paid hosted edition (osTicket Cloud, powered by SupportSystem) for teams that do not want to manage their own server.
The problem osTicket solves
IT and support teams that want a capable ticketing system often end up choosing between expensive enterprise help desks or an unstructured shared email inbox. osTicket solves this by offering a free, self-hosted, open-source ticketing system with SLA plans, ticket automation, and a knowledge base, plus a paid osTicket Cloud edition for teams that would rather not manage their own server.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: Free. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud, on_premise. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Slack, Microsoft Teams, Mattermost, Trello, Jira, Magento. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/30/2026; pricing and features can change.
How to evaluate osTicket
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for Cost-conscious IT and support teams wanting a full-featured, self-hosted ticketing system with no license fee, Small-to-midsize organizations comfortable maintaining their own hosting/server, Teams that want deep customization and full control over their support data. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can osTicket complete the critical workflow without manual work outside the product?
- Do the recorded connections (Slack, Microsoft Teams, Mattermost, Trello) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/30/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- Cost-conscious IT and support teams wanting a full-featured, self-hosted ticketing system with no license fee
- Small-to-midsize organizations comfortable maintaining their own hosting/server
- Teams that want deep customization and full control over their support data
Not a fit if
- Teams wanting a modern, polished UI or an official native mobile app out of the box
- Organizations wanting a fully managed system with zero admin overhead who are not willing to pay for the Cloud edition
Why it’s listed
- Free, open-source ticketing system with a large, longstanding install base since the early 2000s
- Commonly recommended in IT/support communities as a go-to free, self-hosted help desk
Pricing
Open Source (Self-Hosted)
FreeThe free, GPL-licensed version of osTicket that organizations download and host themselves.
- Email, web-form, and API ticket intake
- Ticket filters, SLA plans, and department-based routing
- Built-in knowledge base and customer support portal
- Full source code access and unlimited agents
- Community forum support only (no phone/email support)
- No managed upgrades, guaranteed uptime, or backups
osTicket Cloud (SupportSystem)
$12 per agent/month, starting priceEnhancesoft's fully managed, cloud-hosted edition of osTicket with no server setup required.
- Starting at $12/agent/month, 30-day free trial
- Email and phone support included
- Managed upgrades and maintenance handled by Enhancesoft
- Guaranteed-uptime infrastructure with daily redundant backups
- No installation required
- Free onboarding walkthrough session
Virtual Appliance
Custom pricingA pre-configured deployment option combining cloud-edition features with added customization control.
- Custom/contact-us pricing
- Same feature set as the Cloud edition
- Additional customization capability
- Managed by Enhancesoft support team
Features
Integrations
Pros & cons
Pros
- Completely free and open-source for the self-hosted edition, with no per-agent licensing cost
- Straightforward, customizable interface that teams say is easy to adapt to their workflow
- Full control via self-hosting, appealing to IT teams that want to avoid vendor lock-in
- Solid core ticketing features (SLA plans, ticket filters/automation, knowledge base) comparable to pricier commercial tools
Cons
- User interface feels outdated compared to newer help desk platforms
- Initial installation and server setup can be difficult for less experienced admins
- Native reporting/dashboards and mobile experience are more limited than commercial competitors
- Official support is limited on the free edition unless upgrading to the paid Cloud plan
What we found
Reviewers on G2, Capterra, and TrustRadius consistently praise osTicket's price (free, open-source), ease of configuration, and reliability, while flagging its dated interface, harder initial setup, and limited native reporting/mobile experience.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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