SupportSystem
Cloud-hosted osTicket for effortless help desk ticketing and customer support, without the maintenance overhead.
Executive Summary
SupportSystem is the cloud-hosted version of osTicket, providing a fully managed help desk infrastructure. It eliminates the need for businesses to manage ongoing maintenance, allowing them to focus entirely on delivering excellent customer service. The platform is designed to centralize customer service interactions, moving them out of shared mailboxes into a dedicated, feature-rich ticketing system. SupportSystem has evolved with technology, offering enhanced features such as a robust helpdesk ticketing system, an available knowledge base for self-service and agent efficiency, and multi-factor authentication for enhanced security. It also includes a built-in API, enabling custom integrations and data submission from external forms. As a SaaS offering, SupportSystem provides a turnkey solution, making installation and setup immediate. It's billed per agent, targeting small to mid-market businesses looking for a reliable, scalable, and easy-to-manage customer support solution.
Use Cases
- Managing and tracking customer support tickets efficiently
- Providing a self-service knowledge base for customers to find answers independently
- Centralizing customer communication from various channels (email, web forms)
- Streamlining internal IT support requests and incident management
Features
Visibility
- Agent Panel: A dedicated interface for agents to view, manage, and respond to tickets, access knowledge base articles, and monitor their workload.
- Help Topics: Organize and categorize support requests to streamline routing and resolution within the help desk.
Support
- Knowledge Base: An available knowledge base allows agents to quickly find answers and customers to self-serve, reducing ticket volume.
- Helpdesk Ticketing: Core functionality for managing customer support requests efficiently, centralizing communication from various channels.
- Multifactor Authentication: Enhances security for agent logins and access to the help desk system.
Technical Specifications
- Architecture
- Cloud-hosted help desk platform
- Deployment
- SaaS
- Authentication
- OAuth/OIDC, MFA
- API Available
- Yes
Security & Compliance
Encryption: SSL Encryption
Pricing
- Model
- Per-agent subscription
- Starting Price
- Contact sales
- Target Customer
- SMB,Mid-Market
- Contract Type
- Monthly or Annual
- Free Trial
- Yes, 30 days
Ratings & Reviews
G2: 4.4/5/5
About osTicket
osTicket is a widely-used open-source support ticket system that efficiently manages, organizes, and archives customer support requests from various channels into a central, easy-to-use web interface. It helps organizations streamline customer service and IT helpdesk workflows with features like custom fields, automated responses, and ticket filters. osTicket offers both a free open-source platform and a paid cloud-hosted solution called SupportSystem.
Alternatives to SupportSystem
- Ticketing System by LiveAgent — Centralize and streamline customer inquiries into trackable tickets.
- Triage by Forethought — AI agent for smarter ticket classification, prioritization, and routing to the right support agent.
- U-Assist by Uniphore — Empowering customer service agents with real-time AI guidance and automation.
- Unified Support Platform for B2B SaaS by TeamSupport — Unified B2B SaaS customer support for stronger customer relationships.
- UseResponse by UseResponse — Unify customer support, feedback, and knowledge management for exceptional service.
- Verint Agent Copilot by Verint — AI assistance to dramatically boost agent capacity and productivity.
- Vision Helpdesk by Vision Helpdesk — Streamline customer service and IT support with multi-channel help desk solutions.
- Zammad by Zammad — Your powerful open-source helpdesk for great customer service and efficient team collaboration.