osTicket

osTicket is a widely-used open-source customer support ticketing system that helps organizations manage, organize, and archive customer service requests and inquiries. The platform converts support requests from email, web forms, phone calls, and API submissions into tickets that are assigned to agents or departments based on configurable routing rules. osTicket provides a web-based agent interface for managing tickets with features like internal notes, knowledge base integration, canned responses, and collaboration tools. It includes customizable ticket forms, fields, and workflows to capture specific information needed for different types of support requests. The system supports email piping and POP3/IMAP polling to automatically create tickets from incoming emails and send responses back to customers. osTicket offers SLA management, escalation rules, and automated notifications to ensure timely responses and resolution of customer issues. It includes reporting and analytics to track ticket volume, response times, agent performance, and customer satisfaction metrics. The platform can be self-hosted on Linux/Apache/MySQL environments, giving organizations full control over their data and customization. osTicket is popular among educational institutions, non-profits, government agencies, and businesses seeking a cost-effective, customizable help desk solution.