osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, organize and archive all your support requests and responses in one place while providing your customers with accountability and responsiveness they deserve.
osTicket is an attractive alternative to higher-cost and complex customer support systems; simple, lightweight, reliable, open source, web-based and easy to setup and use.
The best part is, it’s completely free.
Customize the data collected from users when submitting a ticket to help get straight to the issue. You can create custom lists of data to add to each ticket or specific help topics for clients to choose from when creating a ticket. Custom Fields/Forms/Lists can be added to each web ticket created or only show up when a specific help topic is chosen. They can be configured as best suits your business needs.
Rich Text HTML
Rich text or HTML email is supported and allows for rich text markup in staff replies and internal notes posted to the ticket thread. Auto-Response templates also contain the rich text which allows you to further brand your help desk to your customers by adding your logo. Pictures, as well as video, can be added to a ticket when responding. (Can you say, SCREENSHOTS!)
Define rules to route incoming tickets to the right departments or staff members, and action triggers. By using the filter system, osTicket empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, automatic department assignment or even send a canned response!