Top 5 open source helpdesk ticketing systems
It can be beneficial for companies to use help desk software to resolve tech issues more quickly and to operate more efficiently in their IT departments. Open-source software can be a great replacement for paid ones due to the varied features they offer. So, we have listed some of the best helpdesk software for you in this article.
Businesses and organizations in an increasingly technological world require an effective support system to deliver services and goods. This differs from the era when you get customer support through emails or phone only. It can be useful for IT departments to work more efficiently and resolve tech issues faster using help desk software. Open-source help desk systems automate issue-resolution workflows, centralize information, and send email alerts to keep everyone informed. Help can be requested via email or a customizable web-based form instead of having to talk to someone from tech support.
The open-source community has a wealth of great solutions for helpdesk, in addition to many paid options. Not only do these tools come at no cost but they also present a remarkable range of features that offers an easy means to elevate your customer service capabilities.
These tech solutions are software applications freely available for public use, modification, and distribution under an open-source license. These solutions are designed to facilitate customer support, incident tracking, and ticket management for organizations of various sizes. Open-source helpdesk software provides flexibility allowing users to customize and adapt the system to their specific needs. They can be as useful for small enterprises as big businesses. Moreover, you can use helpdesk software to simplify customer service, solve problems efficiently, and provide the best customer experience possible. However, it is difficult to pick the best open-source helpdesk ticketing system that suits your business needs, but we have narrowed the search for you. Top 5 Open-Source Helpdesk Ticketing Systems
1. OTRS (Open-Source Ticket Request System)
OTRS is known for its robust ticketing systems process automation and communication features. It is highly customizable and widely used for managing customer support and IT service requests. Corporate security, Customer Service, and ITSM professionals use OTRS to streamline internal processes, resulting in quick responses to issues and efficient service delivery. The flexibility and customization options make OTRS a powerful tool.
A range of workflows, ticket queues, and notifications can be configured to meet the needs of users and the system can be extended through modules and plugins. Additionally, OTRS also offers a user-friendly, easy-to-use web interface for both support staff and end-users. Overall, businesses can count on OTRS for better services since it's a robust and mature open-source help desk solution being used by thousands of users. 2. osTicket
osTicket is a user-friendly open-source helpdesk system that offers ticketing, and customer communication features. It is known for its simplicity and ease of use. Helpdesk staff can manage and track support requests through its web-based ticketing system, which allows users to submit support requests via email, web form, or phone. The system allows users to tweak forms, workflows, and fields based on their organization's specific needs. osTicket also comes with an array of plugins and integrations that can extend its functionality and facilitate its integration with other tools and software.
The helpdesk has a bit of an old-fashioned interface, but it lets you process support requests as expected. The osTicket helpdesk provides a standard set of features including a custom field, autoresponders, collision avoidance, service level agreements, customer portals, and the ability to add tasks to tickets. It uses web forms and emails to collect inquiries. The mobile apps provided by the company are 3rd party only and do not come from the company. 3. Zammad
Zammad is an open-source helpdesk and customer support system. It includes features like ticket management, communication channels, and reporting. Zammad aims to provide a modern and user-friendly interface. Its features include ticket management, knowledge base creation, templates, and live chat support. Zammad is also capable of integrating with popular communication channels such as email and social media. Its frontend is built with WebApp/HTML5, WebSockets, and rest technologies while the backend is powered by Ruby on Rails.
In the existing system environments, Zammad can be easily implemented with the help of its Rest API. Overall, it's a valuable solution for organizations seeking a customizable and extensible helpdesk platform. Users can leverage Zammad to enhance customer satisfaction, streamline support processes, and gain insights into their support operations. 4. Fresh Desk
Fresh Desk is a cloud-based customer support and helpdesk software designed to streamline and optimize customer service operations. Developed by Freshworks, Freshdesk provides a range of features to assist businesses in managing customer inquiries, support tickets, and communication channels effectively. The core functionality of Fresh Desk revolves around its ticketing system. Support tickets and customer inquiries are managed and organized efficiently with the help of this software. It also allows businesses to manage customer interactions across various channels including email, chat, phone, social media, and self-service portals.
This ensures a unified approach to customer support. Moreover, Freshdesk caters to businesses of different sizes offering a user-friendly interface and scalable features. It is part of the broader Freshworks suite of software which includes solutions for customer engagement, IT service management, and marketing automation. Therefore, businesses can use Fresh Desk to enhance their customer support operations and deliver a positive experience to their customers. 5. UV Desk
UV Desk is an open-source helpdesk solution built on Symfony. It provides features such as ticketing, a knowledge base, and multichannel support. UVdesk is designed for flexibility and customization. With its SaaS-based and open-source solutions, it aims to simplify the support process and deliver the best customer service possible. It aids businesses in managing inquiries efficiently and providing customer support that is of the highest quality.
The platform provides multichannel support by integrating with multiple marketplaces, eCommerce stores, and email providers. A multilingual support feature makes this platform a great choice for businesses with global customers. Also, UVdesk is available as a WordPress plugin so that you can seamlessly integrate it with your website. However, there is something primitive about UVdesk's design, which sometimes makes it look and feel a bit out of place. It might have been helpful if some professional designers had worked on the helpdesk. Bottomline
Our list has business open-source helpdesk solutions for any business size whether you are a small business or a large company. Before choosing an open-source helpdesk solution carefully evaluate your organization's specific needs, the size of your user base, integration capabilities, and community support. Additionally, check the latest user reviews and updates from the respective open-source communities to ensure the solution aligns with your requirements. It is possible to find the best helpdesk solution for your company after a little research and testing a few options.
