osTicket

Transfer tickets between departments, assign tickets to particular agents or teams, and refer tickets to maintain view-only access. Auto-assign tickets by help topics or departments. All actions are logged in ticket thread

Configurable automatic reply sent out when a new ticket is opened or a message is received. Supports placeholder variables and can be customized per department or associated with Help Topics

Powerful ticket filtering system that routes the right tickets to the right department, creating a clutter-free environment

Ticket locking mechanism to allow staff to lock tickets during response to avoid conflicting or dual responses from multiple agents. Configurable lock duration

Agents can create a new Ticket or Task from a Ticket's thread entry or from a Task's thread entry. Create separate tickets or tasks from user messages while keeping references in the original thread

Robust customer support portal system where users can login using their email and ticket number or register a profile for full access to all associated tickets. Archive all support requests and responses online

Add, edit, and delete help desk topics that suit your preference. Route inquiries to exactly the right department for swift resolution with predetermined new ticket options

Create custom queues and views of tickets based on custom criteria you specify. Custom columns allow you to include additional fields in the ticket list view

Customize the data collected from users when submitting a ticket. Create custom lists of data to add to each ticket or specific help topics for clients to choose from when creating a ticket

Create tickets programmatically via API integration

Rich and simple dashboard that keeps you up-to-date on help desk statistics

Generate reports on help desk statistics and performance metrics

Set your business hours and let the system handle the rest. Track tickets and due dates, get overdue alerts and notices on missed due dates, and priority escalation. Create unlimited SLA Plans and assign them to help topics, departments or ticket filters

Narrow down search criteria with advanced filtering options. Save selected criteria for future searches. Include custom fields in search. Export results to CSV with selectable fields

Create an internal to-do list for agents. Tasks can be associated with tickets or stand alone. Ticket-related tasks prevent tickets from being closed until all tasks are complete. Add collaborators to include external users

Seamlessly route inquiries created via email into the ticketing system

Accept ticket submissions via web forms integrated into your website