--- title: "osTicket Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about osTicket Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/125118/osTicket/" page_type: "product" language: "en" publication_date: "2026-10-21" --- # osTicket Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 21, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) osTicket ## What is osTicket? osTicket is a help desk solution designed to help businesses of all sizes manage incoming support requests to streamline customer service operations. Key features of the platform include custom ticket queues, ticket filters, configurable help topics, ticket locking mechanism, ticket transfer, thread action, service level agreement plans, customer portal, search functionality, task management, and more among others. It also lets administrators send personalized automated responses to clients. ## What is osTicket used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Issue Tracking](https://www.capterra.com/issue-tracking-software/)[ITSM](https://www.capterra.com/itsm-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 75 user reviews Reviews sentiment Positive 87% Neutral 13% Negative 0% Starting price $12 Per User, Per Month Free trial not available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... - Issue Tracking / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for osTicket?[Manage this product listing](https://www.g2.com/products/osticket/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### osTicket 4.3 (76) VS. [4.4 (4,116)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $12 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (75) Ease Of Use 4.3 (3,636) Value For Money 4.7 (61) Value For Money 4.2 (2,688) Customer Service 4.1 (49) Customer Service 4.3 (2,796) ## osTicket alternatives [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (3,494)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (2,216)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/125118/osTicket/alternatives/) ## FAQs about osTicket Overview ### What problems does osTicket solve? osTicket solves disorganized support requests, unclear ticket ownership, and slow follow-up by collecting email and portal submissions in one queue. Teams can categorize, prioritize, route, reassign, and track work with notifications and ticket histories. IT help desks, maintenance teams, customer service departments, and small businesses benefit from customizable self-hosted workflows. Answer based on 58 reviews Overview ### Which roles and teams benefit most from osTicket? osTicket is most used by IT administrators, system and network engineers, and IT managers who handle internal support requests, incident tracking, and infrastructure issues. IT technicians and support leads use it to assign tickets, document resolutions, and manage service queues, while owners and operations managers monitor request volume and team accountability. Answer based on 72 reviews Overview ### What company size and industries is osTicket built for? osTicket is an open-source support ticket system built primarily for small businesses, which represent 67% of reviewers, and Information Technology and Services organizations at 21%. It also serves midsize businesses (23%) and enterprises (11%), including Computer Software (9%) and Computer Networking (7%) teams, chiefly for help desk use. Answer based on 76 reviews Features and Usability ### What are the key features of osTicket? osTicket includes ticket management for tracking open, closed, and pending requests, with assignment, transfers, updates, filters, and workload views. Its self-service portal lets users find answers and submit tickets outside hotline hours. Macros and templated responses provide consistent replies for recurring support issues. Answer based on 12 reviews Overview ### Is osTicket a good open-source help desk system? osTicket provides a free, self-hosted help desk system with substantial control over customization and data. Small businesses, startups, freelancers, and internal development teams value its flexible codebase, community resources, and ability to add fields or integrations. Teams without technical staff may need developer help for deeper changes and maintenance. Answer based on 25 reviews Pricing ### How much does it cost and what fees or limitations are included? osTicket offers a free version, while cloud-hosted service starts at $12 per user per month. The hosted plan includes daily backups, training, email integration, uptime coverage, phone support, and upgrade management. Reviewers value the free, open-source option, though some find its interface and reporting basic; paid plugins, hosting, and custom installation services are available. Answer based on 11 reviews Getting Started and Support ### How easy is osTicket to set up? osTicket installs and runs reliably after configuration, but first-time administrators may face a steep learning curve. Linux-savvy small business teams often find deployment straightforward, especially with packaged hosting options, while beginners can spend considerable time configuring services, settings, users, and organization-specific workflows. Answer based on 26 reviews Getting Started and Support ### What customer support options does osTicket offer, and how do users rate the experience? osTicket offers email/help desk, FAQ/forum, knowledge base, and phone support. Users often find the interface intuitive and community resources helpful, while some describe responsive support staff. However, reviewers note that assistance for free or self-hosted users can be harder to obtain, and larger issues may take longer to resolve. Answer based on 24 reviews Features and Usability ### Is osTicket easy to use? osTicket gives agents and customers a clear way to create, organize, assign, and track support tickets. Many small business teams find the interface easy to navigate after initial training, including on mobile browsers. However, the visual design feels dated to some users, and crowded dashboards or menus can confuse new administrators. Answer based on 21 reviews ## Features AI summary Based on 5,135 Help Desk reviews Capterra reviewers highlight these as the features buyers care about most when choosing Help Desk software: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) osTicket includes **Ticket Management** and **Support Ticket Management**, giving support teams a clear way to organize requests, track issue status, and manage customer conversations in one place. However, it does not offer **Real-Time Notifications**. Instead, it provides **Service Level Agreement (SLA) Management** (**40%**), which helps teams set response and resolution targets and stay on top of service commitments, helping businesses maintain support quality and handle workloads more efficiently. Ticket Management 4.7 (32) 96.88% of 32 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Service Level Agreement (SLA) Management 4.6 (16) 106.25% of 16 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Self Service Portal 4.6 (21) 90.48% of 21 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information Macros/Templated Responses 4.3 (20) 80.00% of 20 reviewers that rated this feature as important or highly important Templated responses for responding quickly to recurring support requests Automated Routing 4.3 (15) 80.00% of 15 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules Customizable Fields 4.5 (15) 100.00% of 15 reviewers that rated this feature as important or highly important Customize data fields to support various needs and use cases osTicket 15 features ### All Features - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Support Ticket Management: Allow customers/users to submit support queries and service requests - Task Management: Create, manage and track all task activities and progression - Templates: Sample files or documents that could be customized as needed or used as is - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues --- Get Advice We can help you find the software with the features you need. Features 4.3 (75) 4.3 Based on 75 reviews ## Pricing Value for money 4.7 (61) Free Version [View pricing plan details](https://www.capterra.com/p/125118/osTicket/pricing/) Cloud-hosted $12.00 Per User,Per Month It includes: - Guranteed Uptime - Phone Ongoing Support - Upgrade Management - Daily Backups - Dedicated Training - Email Integration Virtual Appliance Custom Quote Available It includes: - Customized Solutions - Daily Backups - Dedicated Training - Email Integration - Guranteed Uptime - Phone Ongoing Support - Upgrade Management Value for money 4.7 (61) 4.7 Based on 61 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.1 (49) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.1 (49) 4.1 Based on 49 reviews ## User reviews Overall rating 4.3 Based on 75 reviews Filter by rating Counts reflect reviews available in this feed. 5(34) 4(31) 3(10) 2(0) 1(0) Mentioned topic Recent reviews first, then most helpful IA IT Assistant Manager IT Assistant Manager Used the software for: 3-5 years ### "Reliable and Cost-Effective Help Desk Solution for IT Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 May 21, 2026 Overall, my experience with osTicket has been very positive. It provides a reliable and cost-effective ticketing solution that helps keep support requests organized and manageable. Pros One thing I liked most about osTicket was how easy it was to set up and manage support requests in one centralized platform. The interface is straightforward, ticket organization is efficient, and the customization options made it simple to adapt the system to our workflow. It also provides solid automation and email integration features that helped improve response times and overall support efficiency. Cons One downside of osTicket is that the user interface can feel somewhat outdated compared to newer help desk platforms. Daniel C. Telecommunications Technician Used the software for: Less than 1 year ### "Simple Organization and Execution Tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 February 25, 2025 The OsTicket tool did not help much with the organization of tasks and requirements in the company where I work, because the area where I am is IT and this tool is essential to have a better management of the requirements that come out daily, that is why I recommend its use. Pros I really like this ticket tool because it helped me keep the requirements in our company in order. Before I discovered this tool, everything was in disarray and it was very difficult to work, but thanks to OsTicket everything was much better. Cons What I didn't like very much is that it is a complete tool and has many functions that at first it is difficult to understand what each function is for, but by watching tutorials and manuals I was able to understand the use of the tool much better. CT CTO CTO Used the software for: 1-3 years ### "Pretty Decent, but..." 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 1.0 1.0 Likelihood to Recommend 3/10 June 10, 2025 The experience I had with osTicket as a company was extremely poor, they are arrogant, condescending and want to send invoices without doing a needs analysis. Their prices are way out of market (wanting more then Freshdesk which is a far more established ticket system). When you reach out for assistance on their Github, you are met with ridicule. Overall, if you self host it and have time to figure out nitty gritty issues, this is a good system. Had I been forced to engage with the people of osTicket, I would rather use alternate software. Pros The ease of customization for creating various help topics, the ability to auto assign certain tickets to certain people, the ability to create customer organizations on the account. Cons The experience of optimizing it is extremely painful. After about a month of trying to figure it out, I found that the wrong version of PHP was installed. This is not mentioned anywhere in the install docs. The UI is pretty old school and not visually appealing. Misty V. It System Admin Used the software for: Less than 1 year ### "Reliable, Flexible, and Great Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 April 10, 2025 Overall, my experience with osTicket has been really positive. I liked that it started as an open-source solution, which gave us a chance to test and customize before committing to the supported package—plus, the upgrade was affordable. The support team has been great, very responsive and willing to go the extra mile. It's easy for both users and techs to navigate, and the customization options are solid. Pros What I really like about osTicket is that it starts out as a solid open-source option, and upgrading to the supported package was very reasonably priced. Their team went above and beyond when we needed help. The platform is super customizable and easy to use—both for the front-end users and on the technical side. It just works well. Cons My only personal gripe is the graphical display—I’m just not a fan of how it looks. It’s nothing major, just a preference thing. SR Samuel R. Intensive Housing Based Case Manager Used the software for: 3-5 years ### "OsTicket Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 16, 2025 A great addition to provide support to users whatever the project or task is. This software is a powerhouse delivering precise and autonomous support to clients and customers. Pros The software is easy to configure and customize completely. It allows for complete customization making it a perfect support option. Cons OsTicket had some minor learning curves but overall having fully understood the software from the comprehensive instructions issues were easily resolved. NA Network Admin Network Admin Used the software for: 3-5 years ### "osTicket works but an updated interface needed!" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 June 16, 2025 Pros The initial setup and hosting appeared to be easy to install and configure on Linux system. User enrolment was an easy process as well. Cons I simply don't like it. OS Ticket proved to have poor and outdated interface and functionality that we simply embarrassed to show to our clients. Isaac A. CEO Used the software for: Less than 1 year ### "osTicket is the best!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 26, 2025 I would give my overall experience with osTicket a 10/10! It is user friendly for my entire office, and nobody has ever complained about the use of the platform! Pros osTicket has made it a seamless experience in connecting with our clientele! My office enjoys the use of osTicket! Cons I have no complaints about osTicket. It has been user friendly, and a big help in helping our company not only expand, but learn the importance of taking care of our customers. OP Operations Operations Used the software for: Less than 1 year ### "good by quizzyhub.com" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 May 20, 2025 good, but needs improvement \[sensitive content hidden\] Pros good for startups, midsize companies easy to use Cons no code Ronald H. owner Used the software for: Less than 1 year ### "Great Application" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 June 13, 2025 i really enjoy using it and will continue to use it, I just can't commit to it exclusively until I see more results. Pros its very user friendly, pretty effective as long as you have a strong customer base or an effective marketing team. Cons unfortunately, smaller companies like this can't compete with eventbrite - its just too powerful with its built in marketing. LD Lead Design and Support Lead Design and Support Used the software for: 3-5 years ### "osTicket - Maybe next time!" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 2.0 2.0 Likelihood to Recommend 2/10 March 24, 2025 I would use another ticket system if given the chance. Pros It let users submit and use a functioning ticket system. Cons It was very heavy ended and confusing for both the admin side and the user side. [View all Reviews](https://www.capterra.com/p/125118/osTicket/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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