osTicket’s core features not only rival,
but also exceed most high-priced help desk solutions – you get access to all the features — at a very afforable price.
Customize the data collected from users when submitting a ticket to help get straight to the issue.
You can create custom lists of data to add to each ticket or specific help topics for clients to choose from when creating a ticket. Custom Fields/Forms/Lists can be added to each web ticket created or only show up when a specific help topic is chosen. They can be configured as best suits your business needs.
Rich Text HTML
Rich text or HTML email, is supported and allows for rich text markup in staff replies and internal notes posted to the ticket thread.
Auto-Response templates also contain the rich text which allows you to further brand your help desk to your customers by adding your logo. Pictures as well as video can be added to a ticket when responding. (Can you say, SCREEN SHOTS!)
Define rules to route incoming tickets to the right departments or staff members, and action triggers.
By using the filter system, osTicket empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, automatic department assignment or even send a canned response!
Configurable help topics for web tickets. Route inquiries without exposing internal departments or priorities.
Tickets can be streamlined for faster response times by being routed to pre-determined departments. Combined with custom forms, you can design a form for a specific help topics to gather additional information for specific requests.