Information Technology Service Management, abbreviated as ITSM, is defined in Wikipedia as “the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services“.
Providing great IT support is a balancing act between time and skill management, that can be made easier with the right ticketing tool. There are lots of paid, closed source code and third party hosted solutions, and some which are available for free but with paid freemium features.
osTicket is free, open source and fully customizable for those with basic knowledge of Linux self hosted websites, HTML, CSS, PHP and MySQL.
Some of the main features of osTicket are: reports, custom services level agreements, LDAP integration, public knowledge database topics, ticket filtering, custom teams and departments, user and agent dashboards, customizable ticket forms, automatic emails, opening a ticket from email, multiple languages and agent collision avoidance.
If you would like to download osTicket, please do it here.
