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OSTicket

osticket-supsys-sm

Overview
osTicket is a widely-used and trusted open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. osTicket comes packed with more features and tools than most of the expensive (and complex) support ticket systems on the market. The best part is, it's completely free.

Features
Custom Fields
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 and 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.

Custom Columns and Queues
A custom queue is a view of tickets based on a custom criteria that you specify. It allows you to create your own personal views of tickets and specify what information you would like to see. A custom column is an additional field that is not displayed initially when viewing the ticket tab. Using custom columns allows you to include these fields in the ticket list.


Ticket Filters
Define rules to route incoming tickets to the right department, agents, as well as trigger actions.

By using the filter system, osTicket empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, department/agent assignment or even send an automated canned response. Rule criteria of filter can include any custom field added to the forms as well as user data.


Agent Collision Avoidance
Ticket locking mechanism to allow staff to lock tickets during response to avoid conflicting or dual responses.

Avoid multiple agents responding to the same ticket at the same time! You set the amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond to the ticket until the lock expires.

Districts
This list is compiled annually through our web surveys, internet research, and phone interviews with California school districts.

School Districts in California that use osticket*

Berryessa Union Elementary

Photos

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Videos

OsTicket - Pretty much cover everything!
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