Meet osTicket.
osTicket has been with me for around 7 years or so. It was an absolute game changer when it was deployed. A shared mailbox for customer support can quickly become a jumbled mixture of support requests and business emails. Think of osTicket as an effective drop-in replacement for all this! Support requests are automatically routed to the correct team and agent, and team leads have complete visibility to the support load, making sure that everything runs smoothly.
From large organisations with international service teams to solo entrepreneurs, osTicket scales beautifully. I’ve set it up for a 100-person company with regional teams and also for a single-user business to manage both their customer service requests.
osTicket is openSource so you can easily download and run it in-house for only the cost of the electricity to run the server (for me, it’s 100% renewable 😉). Plus, since it is open source, it can be easily customised to fit your brand.
The support system allows you to have an account directly with the system, or sign with your Google or Microsoft account.
To get osTicket up and running on your own server can be done by the afternoon. In the example above, this included spinning up a new virtual machine on Proxmox and installing the web server and osTicket software. The configuration is quite straightforward to set it up to start collecting email from a dedicated email account. After time is spent to set up the agent accounts, and tweak the branding, we are good to go.
When hosted via Nörtti Paikalle, your osTicket instance can be set up and integrated with your current domain in a much shorter time frame.
If you are ready to radically simplify your customer service experience, you know where I am!