Customer service issues are starting to become more of an issue for me, so I began searching for an online ticket solution. I reviewed a number of software systems and online solutions, and finally decided that a free, open source software solution was my best option.
I heard great things about OS Ticket. As open source software, it is completely free to download and use. I didn’t want to learn how to install the software, so I purchased domain to use where I could install the software, created a hosting account, and found a freelancer who installed it for a very low cost. Your hosting account server needs to have PHP and MySQL installed and ready to use. And, to provide a custom look, you should provide your installer with a header to use on your support site.
The feature that attracted me was that it supports both web-based and email based ticket systems. Your customers can either log on to your web site to submit a support ticket or they can simply send an email to support. osTicket integrates both channels into a simple web-interface which lets your customer service staff access the tickets and provide support to your customers.
Normally, I’m not a big fan of open-source software because I don’t want to have to research through hundreds of forum posts to find the solution to my problem. However, thus far I’ve found the system to be relatively trouble-free. Once it is installed, you do have to log in as the administrator and tweak the settings and set up your emails, FAQs, etc.
Here are the features the software offers:
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