osTicket

The product is an open source support ticketing system that routes, organizes, and tracks customer inquiries created via email, web forms, and API to streamline customer service operations. It is for support and IT teams in businesses of all sizes across industries including education, healthcare, government, and technology. It is positioned as a free alternative that rivals and exceeds expensive and complex help desk systems by providing all features without feature matrices, available as self-hosted software or cloud-hosted service.

Key features

• Dashboard reports for help desk statistics
• Ticket filtering and routing rules
• Configurable help topics
• Customer support portal
• Service level agreements with business hours
• Custom fields, forms and lists
• Custom columns and queues
• Ticket creation via email, web-forms and API