For any organization its customers are God. Whether it be a small firm or a multinational Company customer relationship always matters the most. If you want to develop your business you need to develop your customers and the best way to maintain camaraderie with the customers is providing them full support and help to any of their problem. In this internet world, where your customers belong to different corners of the world relying on phone help may not be feasible so now most companies rely on the Help Desk softwares which is an information and assistance resource that troubleshoots problems with computers or similar products.
osTicket is such help desk software or rather support ticket system which manages and maintains lists of issues, as needed by an organization. osTicket is a widely-used open source support ticket system which finely integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface.
It also manages, organizes and archives all your support requests and responses in one place while providing your customers with accountability and quick responsiveness they deserve.
Who Needs It?
From small companies to big enterprises anyone can opt for the osTicket system, to improve their help desk. It is a fully featured, highly flexible and responsive ticketing system. It properly assigns tickets to staff, and alert staff and clients.
How It Works?
User creates the ticket regarding his problem via your website, emails or Phones and receives a token number for his complain.
osTicket saves the incoming tickets and assigns to agents as per classification
The specified agent, responsible for particular type of query handling looks the problem and helps the users to solve their problems.
Thus osTicket allows easy and cost efficient handling of customer’s issues. Moreover it is light weighted, FREE, web based and easy to install.
Features of osTicket:
- Ticket submission via emails and web
- Auto response to the new ticket with customizable mail templates
- Auto generated replies for frequently asked questions
- Internal notes and help topics for web tickets
- Staff and clients are kept up to date with email alerts
- Provides access rights to control staff’s access level
- Assignment and transfer of tickets to staff and department
- No sign up required for user for creating tickets
- Support for archiving the requests and responses
Overall, osTicket system is a great script for ticketing system. It works for small firms to large enterprises seamlessly thus providing a complete solution to help the customers.