this post was submitted on 09 Nov 2023
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Ticketing system alternative to osTicket (alien.top)
submitted 1 year ago by Individual-Judge-243@alien.top to c/main@selfhosted.forum
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I am looking for an alternative to osTicket, which I currently use, and am hoping to call on the community's wisdom to steer me in the right direction. Please do share your recommendations and experiences. I was looking at Zammad quite seriously, but they do not have a system for collaborators that would work for me, and are resistant to the idea (rep kept refering to it as 'the collaborator mess', and ballpark pricing for developing an add-in seemed to be intended to make me go away).

A couple of requirements:

  • Some of my clients rely heavily on the 'collaborators' functionality on osTicket. I would require the ability to have multiple users on a ticket.
  • Some of my clients have office managers or IT departments/staff that would need 'manager level' access to see and respond to all of the tickets for thier company only.
  • I would like a polished, client facing portal for user ticket submission and for users/managers to track tocket progress.
  • Most of our tickets are currently submitted via email, so the ability to do so is a requirement, though I would prefer to move to a portal-type submission system, so tha ability to do that is required as well.
  • I am hoping to find a white label solution.
  • I am hoping to find an open source solution.
  • I am hoping to find a solution that has a process for feature requests, and if possible, some system for funding particular feature development for things that I might need later.
  • I am hoping to find something that is pretty to look at, since that seems to impress clients at least as much as function.
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[–] unofficialtech@alien.top 1 points 1 year ago (4 children)

Zammad may tick most of the boxes, though I'm not intimiately familiar with osTickets collaborator fuction. Zammad if others are on To/CC lines then when you "reply all" they stick with the ticket. THough in my install I see that it's not easy to see who's on a ticket. I'd be happy to let you be-bop around my home install sometime as a demo.

It has organizations and they can be selectively shared. Though, I think it's "all users can see all tickets within organization" or "all users can only see their tickets". Not a "users can see theirs, managers only can see organization".

It's a very polished interface, includes SSO integrations, and can be white labeled.

Has email scraping, form submission, and API/webhooks, and some workflow automation funciton.

​

It also has good agent-side support to have standardized signatures, response templates, and visibility on activity and some OK reporting.

[–] maevian@alien.top 1 points 1 year ago (2 children)

Yeah zammad is way better as it should be for it’s price

[–] unofficialtech@alien.top 1 points 1 year ago (1 children)

For its price?

[–] maevian@alien.top 1 points 1 year ago

The price of zero

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