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osTicket is free, open-source help desk software that you install and run on your own web server. It brings customer requests from channels such as email, phone, and web forms into a shared ticketing interface, with tools for routing, assignment, service-level tracking, and customer self-service. The software license is free under the GNU GPL; hosting, implementation, and commercial support are optional paid services.
How osTicket handles customer requests
Customers can submit a request through the client portal by selecting a help topic, entering their contact details, and describing the issue. They can also attach photos or videos, or include hyperlinks. Help topics can direct requests into workflows suited to different kinds of support.
Agents work with those requests as tickets in a shared system. The official documentation describes osTicket as a web-based, multi-user system that brings inquiries from email, phone, and web forms into one interface. It also documents API resources and plugins.
Workflow and self-service features
osTicket’s documented tools cover several parts of a support operation:
The Tool Desk
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- Read Before You Buy — No Video Output: These adapters support charging and USB 2.0 data transfer, but cannot transmit video signals. Except for standard USB webcams (which use USB data only), they are not compatible with HDMI/DisplayPort cables, video-capable USB-C hubs, or docking stations with video output.
- Convert USB-A Ports to USB-C: Designed to connect USB-C earphones, cables, flash drives, card readers, and other USB-C accessories to standard USB-A ports. Plug-and-play with no drivers or software required.
- Aluminum Alloy Housing: Built with a sturdy aluminum alloy shell that aids in heat dissipation and protects against daily wear and scratches. Designed to maintain a stable and secure connection.
- Compact & Travel-Friendly: The ultra-compact design allows the adapter to stay plugged into your device without blocking adjacent ports or adding bulk, reducing wear and tear on your original USB ports.
- 12-Month Warranty: Backed by a 12-month manufacturer warranty for peace of mind. Designed to meet strict quality control standards for reliable everyday performance.
- Intake and organization: Custom forms and fields collect the information a team needs. Custom columns, queues, and help topics let teams organize and view tickets in ways that fit their workflows.
- Routing and ownership: Ticket filters can route requests and trigger actions. Agents can assign or transfer tickets, while collision avoidance helps coordinate work when multiple agents might handle the same ticket.
- Escalation: Service-level agreement (SLA) plans and overdue alerts help teams track response obligations and spot tickets that need attention.
- Customer self-service: The client portal provides a place for customers to submit and follow requests; the knowledge base can provide answers without an agent handling every question.
- Agent work: Advanced search and export support ticket review, and internal tasks help teams track related work.
A custom queue is a saved view based on criteria a team specifies. Its usefulness depends on choosing criteria that help agents find and prioritize the tickets they need to act on.
What to assess before choosing osTicket
osTicket is a plausible fit when a team wants control over ticket intake, routing, queues, escalation rules, and customer self-service, and is prepared to administer a self-hosted application. Compare it with other help desks on the parts of the job that matter to your team rather than on feature counts alone.
Rank #2
- 5-in-1 USB-C Hub: Experience comprehensive connectivity featuring a Power Delivery input, two USB-A 2.0 ports, a USB-A 3.0 port, and an HDMI port. (Note: The USB-C power delivery input port is only for connecting an external wall charger to power your laptop and cannot power peripheral devices.)
- 90W Pass-Through Charging: Achieve optimal charging with 90W pass-through power to your laptop, supported by a total input of 100W, with the hub reserving 10W for operational efficiency. (Note: Wall charger not included.)
- Quick Data Transfers: Accelerate your productivity with rapid data transfers using a high-speed 5Gbps USB 3.0 port and two 480Mbps USB 2.0 ports.
- 4K HDMI Display: Enhance your visual experience with a hub capable of delivering 4K resolution at 30Hz in both mirror and extend modes. Please note that this hub is compatible with MacBook (macOS 12 and newer), Windows 10 and 11, ChromeOS, and laptops equipped with DP Alt Mode and Power Delivery. Note: This device is not compatible with Linux.
- What You Get: Anker USB-C Hub (5-in-1, 4K HDMI), welcome guide, 18-month warranty, and our friendly customer service.
- Workflow fit: Map your request types, required form fields, routing rules, queues, and escalation steps. Confirm that the documented customization covers the views and actions your agents need.
- Customer experience: Decide whether the portal and knowledge base meet your expectations for request submission and self-service.
- Operational responsibility: Self-hosting means your organization must arrange the web server, database, installation, configuration, and ongoing administration. The installation guide describes basic setup, not a fully configured support operation.
- Support expectations: Separate community use of the software from vendor-provided hosting or professional help. If guaranteed support response times or implementation assistance matter, review the paid service terms.
These are evaluation criteria drawn from osTicket’s documented features and service descriptions, not the results of an independent product comparison.
Server requirements and release-specific compatibility
Installing osTicket requires a web server, PHP, and MySQL. The official download page and installation material do not present a consistent PHP range: the download page lists PHP 8.2–8.4 alongside its release entries, but its separate “What’s Next?” summary gives PHP 8.0–8.2 for the 1.17 line and PHP 8.1–8.2 for 1.18. The installation guide labeled 1.17.7 says PHP 8.2–8.4 and MySQL 5.5 or better.
Rank #3
- Sleek 7-in-1 USB-C Hub: Features an HDMI port, two USB-A 3.0 ports, and a USB-C data port, each providing 5Gbps transfer speeds. It also includes a USB-C PD input port for charging up to 100W and dual SD and TF card slots, all in a compact design.
- Flawless 4K@60Hz Video with HDMI: Delivers exceptional clarity and smoothness with its 4K@60Hz HDMI port, making it ideal for high-definition presentations and entertainment. (Note: Only the HDMI port supports video projection; the USB-C port is for data transfer only.)
- Double Up on Efficiency: The two USB-A 3.0 ports and a USB-C port support a fast 5Gbps data rate, significantly boosting your transfer speeds and improving productivity.
- Fast and Reliable 85W Charging: Offers high-capacity, speedy charging for laptops up to 85W, so you spend less time tethered to an outlet and more time being productive.
- What You Get: Anker USB-C Hub (7-in-1), welcome guide, 18-month warranty, and our friendly customer service.
Because those published statements conflict, do not treat any one range as a universal requirement. Check the documentation for the exact release you plan to install and confirm your host’s PHP and database configuration before proceeding.
The download page lists osTicket Core 1.17.8 and 1.18.4, each shown there as released June 17, 2026. It lists Apache or IIS and MySQL 5.5 alongside those entries. Release information and requirements can change, so verify the current release details on osTicket’s download page before deployment.
Rank #4
- Dual Converters, Infinite Potential：Includes 2× USB C male to USB A female adapters and 2× USB A male to USB C female adapters. Perfect for a wide range of uses—tablets with Bluetooth keyboards, expand USB ports on macbook, and more. Two different converters for all your daily needs
- Next-Level 10Gbps & 3A Charging: No more slow 480Mbps, this usb to usb c adapter has a transfer speed of up to 10Gbps, allowing you to do more transferring in less time. This usb adapter fits both USB A and USB C charger, supporting up to 3A fast charging
- Upgraded Exquisite Craftsmanship: With an aluminum alloy housing and metal connector, the usbc to usb adapter is extremely durable and sturdy. Rigorously tested to withstand more than 10,000 times of plugging and unplugging, ensuring long-lasting performance
- Broad Compatible: The usb c to usb adapter widely supports all USB C/ USB A devices like laptops, tablets, cellphones, car chargers, and phone chargers. Such as compatible with MacBook Pro/Air 2023/2022, Thunderbolt 4/3 Devices,Apple MagSafe Watch 9/8/7/SE/Ultra, iPad Pro 2022/2021, Samsung Galaxy S23/S20/S10, and iPhone 17/16/15 Pro. Plug and play
- Please Note: To reach 10Gbps speed, keep the cable under 3.3 ft. For USB A Male to USB C adapters, try flipping the USB C connector. USB C Male to USB A adapters support bidirectional 10Gbps transfer within 3.3 ft
Installation includes security and configuration steps
The documented web installer checks configuration, creates and populates the database, and writes the configuration file. Completing that installer is not the end of setup: the guide says it performs only basic installation, so administrators must configure the system further.
- Prepare a compatible web server, PHP environment, and MySQL database for the specific osTicket release you selected.
- Run the web installer and follow its checks and prompts to create and populate the database and write the configuration file.
- Complete the remaining configuration for your support operation, including the workflows and settings your team requires.
- Before enabling the system, remove write access from
include/ost-config.phpand delete the setup directory, as the installation guide instructs.
Is osTicket free?
The osTicket FAQ describes the software as free and open source under the GNU GPL. That refers to the software license, not the cost of operating a self-hosted installation or obtaining help.
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Best Value
- 5-in-1 Connectivity: Equipped with a 4K HDMI port, a 5 Gbps USB-C data port, two 5 Gbps USB-A ports, and a USB C 100W PD-IN port. Note: The USB C 100W PD-IN port supports only charging and does not support data transfer devices such as headphones or speakers.
- Powerful Pass-Through Charging: Supports up to 85W pass-through charging so you can power up your laptop while you use the hub. Note: Pass-through charging requires a charger (not included). Note: To achieve full power for iPad, we recommend using a 45W wall charger.
- Transfer Files in Seconds: Move files to and from your laptop at speeds of up to 5 Gbps via the USB-C and USB-A data ports. Note: The USB C 5Gbps Data port does not support video output.
- HD Display: Connect to the HDMI port to stream or mirror content to an external monitor in resolutions of up to 4K@30Hz. Note: The USB-C ports do not support video output.
- What You Get: Anker 332 USB-C Hub (5-in-1), welcome guide, our worry-free 18-month warranty, and friendly customer service.
osTicket separately offers hosting and professional services. Its service descriptions include implementation, migration, integration, training, onboarding, and professional installation. Teams can use the software without buying those services, but they may choose them for managed help.
Optional commercial support
osTicket’s commercial support page lists the following annual packages. These are vendor-published prices and terms and may change; check the page directly before making a purchasing decision.
Quick Recap
| Package | Listed price | Described support |
|---|---|---|
| Premium Business Support | $12,500 per year | Phone and email support, release and security bulletin notices, and guaranteed response windows. |
| Enterprise On-Call Support | $25,000 per year | Phone and email support, release and security bulletin notices, guaranteed response windows, plus 24/7 developer on-call and hosting infrastructure support. |
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
