I’ve been looking for a low cost or even open source helpdesk software.
My all time winner till today been LiveZilla, their licensing fees are attractive, so is the software (Beta 8 is looking neat), BUT they are not keen on feature suggestions, they won’t even discuss it, even after I accept paying for the development.
So that got me traveling thru the bits of internet… and I found a few neat alternatives but I’m not yet sold on any of them.
So here they are, maybe some of you will like to hear about these, and maybe other have experience with them. If the later, please share.
LET’s new ticket portal is osTicket, so I’ve had some experience with that. Was very straightforward to use and easy to get new accounts set up with the right permissions and such. Never ran into any issues and it was free
https://otrs.com/ is nice but unfortunately the company behind the project grew so much that they changed their mission.
Major change being that they are now focused on their commercial offer so not only the commercial offer haves a lot more funcionalities, they also decided to have the community version always 3 years behind the commercial offer.
To add to that, their community version is constantly inviting you to upgrade to the commercial version, via cta’s and option that are blocked with a warning that you need th commercial version of to access it.
The only pricing information I was able to find is that for 10 users the license is 5k recurring + a one time 3k. So yeah… Fun.
osTicket promotes a customization service on their website, so I contacted them about a customization, and sat tight waiting for a quote.
…Their reply was that they won’t be taking new customization projects in the next 18 months…
It’s good but a little bit more expensive than I was willing to pay at the time. Definitely would be worth the money if you could afford it, and I think they have integration modules with different hosting software (WHMCS, etc.)
osTicket is a great system if the current stable version fits your needs. I don’t think it fits your file scenario, then again I’m not sure there’s one that does.
I went for Zammad.
Both have an open source version, so you can customize it. osTicket is really easy on resources, you can pretty much run in even on a low end shared hosting while Zammad is resource hungry (bare minimum 4GB ram, 8GB advised as minimum.)
Neither are prime on community support.
Edit: btw osTicket is still stucl on PHP5, as per a conversation with their sales team, that will change in about an year (when they are due to launch the new version)