Issuetrak and osTicket, An In-Depth Comparison 2024

Comparison Summary

Issuetrak: Issuetrak provides an easy and affordable ticketing system for help desks and workflow management. It supports customer service, complaint resolution, and more.

osTicket: osTicket is a trusted open source support ticket system that streamlines customer service. It helps improve efficiency and scalability for handling customer inquiries.

Issuetrak and osTicket: Customer Satisfaction Data

Most deployed common Use Cases for Issuetrak and osTicket

Why is Issuetrak and osTicket the best choice for Helpdesk Management?

Issuetrak and Osticket are both help desk management systems. Issuetrak is a commercial software, while Osticket is open-source. Issuetrak offers a wider range of features, including asset management, knowledge management, and field service tools. Osticket focuses on ticket management and customer support.

"...We are now using it for IT/HelpDesk issues, Customer Service, and our VendorHelp platform...." Peer review by Caitlin Higgins, Wilkinson Asset Management, Wilkinson Asset Management

"...Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk...." Peer review by Kyle M., Executive Management Team, Construction

Why is Issuetrak and osTicket the best choice for Knowledge Management?

Both Issuetrak and Osticket provide knowledge management features. Issuetrak offers a more comprehensive knowledge base with features like recurring requests and asset management, while Osticket provides a simpler, easy-to-setup knowledge base focused on FAQs. Issuetrak allows users to search for relevant knowledge base articles within incident tickets, a feature Osticket lacks. Osticket's knowledge base functionality is limited compared to Issuetrak.

"...Customise able AD connect Multi Organisation capable Asset Management Module Knowledge Base Module..." Peer review by Salman K., Systems Administrator, Non-Profit Organization Management

"...It also allows us to proactively assist clients who have similar issues through the knowledge base/FAQ section!..." Peer review by Autumn C S., Internet

How does Issuetrak and osTicket address your Communication Management Challenges?

Issuetrak and Osticket both use email to communicate with users. Issuetrak allows for mass emails to all users, while Osticket focuses on tracking and responding to individual emails. Issuetrak offers a knowledge base for information sharing, while Osticket mainly facilitates ticket creation and tracking. Issuetrak provides automated email notifications for issue updates, while Osticket sends automated responses when a ticket is submitted.

"...SLA's are defined and monitored with email alerts for approaching deadlines...." Peer review

"...It works perfectly and we can even manage support tickets and answers by sending emails to our support email account...." Peer review by Raúl Muñoz