osTicket is an open-source helpdesk and support ticketing system designed to streamline customer support. It converts customer inquiries from various channels — including email, phone, and web forms — into organized support tickets within a centralized dashboard. With features like customizable ticket forms, SLA policies, auto-responses, agent assignment, and threaded ticket histories, osTicket improves response times and support efficiency. It supports multi-department management, role-based access, and robust reporting tools to track performance. Ideal for small to medium-sized organizations, osTicket is available as a self-hosted (free) solution or as a paid, cloud-hosted service. Key Features 🎫 Ticket Management – Automatically convert emails into tickets and assign to agents. 🧩 Custom Fields & Forms – Tailor data collection to your support process. 🛠️ Help Topics & SLA Policies – Route tickets and enforce response deadlines. 🧵 Threaded Conversations – Maintain full ticket history with internal notes and responses. 📂 Departments & Teams – Separate workflows and staff roles. 🔍 Search & Filters – Quickly locate, filter, and organize tickets. 📊 Reports – Built-in reporting dashboard with ticket metrics.