osTicket

osTicket is an open source support ticket system for managing customer and internal help desk requests. It consolidates inquiries from email, web forms, phone, and API into a single multi-user web interface so teams can track, respond, and archive support conversations.

Key Features

• Centralized ticket intake from email, web portal forms, phone/manual entry, and API
• Agent-facing web interface for assigning, replying, and tracking ticket status
• Ticket filters and routing to help triage requests to the right department or queue
• Customer support portal for creating and viewing tickets
• Configurable help topics and categories to standardize request intake
• SLA and business-hours handling for response and resolution tracking
• Basic reporting and dashboard views for help desk metrics
• Ticket archiving to keep historical conversations organized

Use Cases

• Customer support help desk for small to mid-sized organizations
• Internal IT/service desk for employee requests and incident tracking
• Shared support inbox replacement with assignment and auditability

Limitations and Considerations

• Requires a PHP web stack and a MySQL/MariaDB-compatible database
• Advanced enterprise features may require additional customization or plugins

osTicket is a lightweight, widely used ticketing platform designed to be straightforward to deploy and operate. It provides the core workflows needed to manage support requests end-to-end while keeping processes organized for both agents and requesters.