osTicket

Alerts (Escalation)

osTicket’s Alerts and Escalation feature enables teams to automatically notify and escalate unresolved tickets based on customizable time thresholds and priority settings. Escalations ensure that no ticket goes unattended, improving accountability and adherence to service level expectations. This helps support teams promptly address critical issues and deliver timely resolutions across all incoming requests.

Automated Routing

osTicket supports Automated Routing by using predefined rules to direct incoming tickets to the appropriate department or agent. Based on ticket criteria such as topic, email, or user group, routing reduces manual workload, shortens response time, and ensures that customer issues are handled by the most suitable personnel efficiently.

Community Forums

osTicket does not offer native Community Forums but allows integration with third-party solutions to support peer-to-peer engagement. When integrated, forums encourage customers to share knowledge, answer questions, and collaborate, which reduces support demand and fosters community-driven solutions. This feature supports scalable customer engagement beyond traditional ticketing channels.

Contract (SLA Management)

osTicket offers SLA Management features that define service contracts based on urgency, department, or help topic. SLAs help enforce response and resolution times by automatically applying schedules and triggering alerts when limits are exceeded. This ensures teams meet service obligations, manage expectations, and maintain consistent support performance across the organization.

Customizable Branding

Customizable Branding in osTicket allows organizations to personalize the customer support portal with logos, colors, and custom themes. This ensures a seamless user experience that aligns with brand identity. By customizing the interface and outgoing messages, businesses can present a professional, unified appearance that reinforces brand trust and familiarity.

Document Storage

osTicket provides basic Document Storage capabilities through ticket attachments, allowing users and agents to upload relevant files directly into tickets. This feature facilitates information sharing, enhances ticket context, and supports issue resolution with supplemental documentation such as screenshots, PDFs, or forms—all accessible within the ticket thread securely.

Incident Management

osTicket handles Incident Management by enabling support teams to categorize, prioritize, and resolve incidents through a structured ticketing process. Tickets can be assigned severity levels, escalated, and tracked to ensure timely resolution. This system helps maintain service continuity, minimizes downtime, and supports effective tracking of recurring or critical problems.

Knowledge Base

osTicket’s built-in Knowledge Base allows organizations to create and publish help articles, FAQs, and tutorials. Customers can access these resources through the support portal to find answers independently. This feature reduces ticket volume, improves issue resolution times, and promotes self-service by making essential information easily accessible 24/7.

Known Issue Management

Known Issue Management in osTicket involves tagging and linking related tickets to ongoing problems. Agents can identify recurring issues and inform affected users with updates or resolutions once available. This feature streamlines communication, prevents duplicate work, and improves transparency by keeping both staff and customers informed of known service disruptions.

Live Chat

osTicket does not offer built-in Live Chat functionality but supports integration with third-party live chat platforms. When integrated, it allows real-time communication between agents and customers, enhancing responsiveness. Live chat improves customer experience by providing instant assistance and bridging the gap between immediate interaction and ticket-based support.

Macros (Templated Responses)

Macros in osTicket, often referred to as canned responses, allow agents to insert pre-written replies into tickets. These templated responses help standardize communication, save time on repetitive queries, and improve accuracy. By reducing the need to type common answers manually, macros enhance efficiency and support consistency across support teams.

Multi-Channel Communication

osTicket supports Multi-Channel Communication by consolidating tickets from email, web forms, and APIs into a unified interface. This centralization ensures agents can manage inquiries from multiple channels efficiently. Though social integration is limited, it offers flexibility for external channel extensions while streamlining communication across traditional support platforms.

Self Service Portal

osTicket’s Self Service Portal empowers users to submit tickets, track their status, and browse the knowledge base for solutions. It is accessible 24/7, promoting customer independence and reducing agent workload. The portal enhances user experience by offering a centralized hub for managing support interactions and accessing relevant resources.

Social Media Integration

osTicket does not include native Social Media Integration but can be extended using third-party plugins or middleware. When connected, social interactions can be converted into tickets for centralized management. This enables organizations to respond to customers across platforms and ensures consistent service without missing messages from public channels.

Surveys & Feedback

osTicket supports Surveys and Feedback through external integrations or customization. Businesses can send follow-up emails requesting customer feedback after ticket closure. This helps collect insights on support quality, identify improvement areas, and enhance service delivery. Feedback loops ensure that customer voices are heard and influence future enhancements.

Ticket Management

Ticket Management is the core of osTicket’s functionality, enabling users to create, organize, assign, and track support tickets through resolution. With automation, filters, and workflows, tickets can be managed by departments or topics. This structured system ensures every inquiry is handled efficiently, improving service quality and operational visibility.