osTicket is an open-source support ticket system that seamlessly integrates inquiries created via email, phone, and web-based forms into a simple, easy-to-use multi-user web interface. It is designed to help streamline customer support operations and improve customer satisfaction.
- Ticket Management: Centralized management of customer inquiries.
- Custom Fields: Collect additional information from users.
- Auto-Responder: Automatic reply to new tickets.
- Ticket Filters: Route and sort tickets based on criteria.
- Service Level Agreements (SLAs): Define response and resolution times.
- Help Topics: Categorize tickets for better organization.
- Agent Collision Avoidance: Prevent multiple agents from working on the same ticket.
- Dashboard Reports: Visualize performance metrics and analytics.
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System Requirements:
- Web Server: Apache or Nginx
- PHP: Version 7.2 or higher
- Database: MySQL 5.5 or higher
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Download osTicket:
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Extract and Upload:
- Extract the downloaded file and upload the contents to your web server.
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Configure Database:
- Create a MySQL database and user for osTicket.
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Run Installer:
- Navigate to the osTicket URL in your web browser and follow the on-screen instructions to complete the installation.
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Admin Panel:
- Access the admin panel to configure settings, manage users, and customize the system.
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Email Settings:
- Configure email settings to enable email piping and fetching.
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Help Topics:
- Define help topics to categorize incoming tickets.
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SLAs:
- Set up Service Level Agreements to ensure timely responses.
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Custom Fields:
- Add custom fields to collect additional information from users.
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