osTicket Hosting

Web-based Platform : osTicket is a web-based multi-user customer support platform. No local installation required. Access it anytime - from anywhere.


Customer Portal : All support requests and responses are archived online. User can login using email and ticket ID. No user account or registration required to submit a ticket.


Autoresponder : Configurable automatic reply sent out when a new ticket is opened or a message is received.


Email Integration : Tickets can be created via email, online forms or phone (created by staff). Flexible configuration and mapping.


Role-based Access : Control staff's access level based on assigned groups, departments and teams.


Collision Avoidance : Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting responses.


Ticket Assignment : Assign tickets to a staff or a teams. Assignment notes are logged as internal notes.


Ticket Transfer : Transfer tickets between departments to make sure it's being handled by the correct staff.


Due Dates : Set due dates on individual tickets and overwrite default grace period. Get overdue alerts and notices on missed due dates.


Alerts & Notices : Staff and clients are kept up to date with email alerts. Configurable and flexible settings.


Dashboard & Reports : Get system overview and basic historical statistics on tickets count and status per department, staff and help topics.


Canned Responses : Predefined responses for frequently asked questions. Ticket variables supported for personalized responses.


Internal Notes : Add internal notes to tickets for staff. Activity logs let you see events or what actions have been taken, when, and by whom.


Attachment Support : Allow web or emailed attachments. Configurable file type whitelisting to enhance security.


Email Templates : Manage and configure email templates used for auto-reply, alerts, notices and responses. Ticket variables supported for personalized messages.


Ticket Filters : Apply conditional rules to route incoming tickets to the right departments or staff members, and action triggers.


Service Level Agreements : SLA support allow you to track tickets and due dates without the hassle. Get overdue alerts and notices on missed due dates, and priority escalation.