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How to Use osTicket: An Open Source Helpdesk Solution for Your Business

osTicket is one of the most popular open-source support ticket systems available today. Designed for businesses, nonprofits, and IT departments, it provides a user-friendly way to manage incoming support requests and streamline customer service.

What is osTicket?

osTicket is a web-based support ticket system that allows users to submit support requests via email, web forms, or phone. The support staff can manage, assign, and resolve these tickets through a centralized interface.

Key Features:

• Email-to-ticket conversion
• Auto-responses and email alerts
• Custom forms and ticket filters
• SLA (Service Level Agreement) support
• Role-based access control

License Information

osTicket is released under the GNU General Public License v2.0 (GPL-2.0). This means:

• It’s free to use, modify, and distribute
• You can tailor the source code to fit your needs
• You must also release your code under the same license if redistributed

You can review the full license here.

Screenshots & Screencast

Here’s a visual overview of osTicket in action:

Screenshots

Screencast: How osTicket Works

How to Install osTicket (Self-Hosted)

You can host osTicket on your own server for maximum control and customization. Here’s a quick guide to get you started:

System Requirements:

• Web server: Apache/Nginx
• PHP: 8.0–8.2
• MySQL: 5.5+ or MariaDB

Installation Steps:

1. Download osTicket
   Get the latest version from the official site
2. Upload to Your Server
   Extract the ZIP file and upload contents to your web root (e.g., /var/www/osticket/)
3. Create a Database
   Use phpMyAdmin or the command line:

         CREATE DATABASE osticket;
         CREATE USER 'ostuser'@'localhost' IDENTIFIED BY 'securepassword';
         GRANT ALL PRIVILEGES ON osticket.* TO 'ostuser'@'localhost';
         FLUSH PRIVILEGES;
         

4. Run the Installer
   Navigate to http://yourdomain.com/osticket/setup and follow the on-screen instructions
5. Secure and Clean Up
   Remove the /setup directory and change permissions on /include/ost-config.php to read-only

Need Help Installing?

If you’d prefer to skip the technical setup, I can help you get osTicket installed and customized for your business needs.

Contact me here: Ojambo Services or use my contact form.

Final Thoughts

osTicket is a powerful and flexible ticketing system backed by a strong open-source community. Whether you’re managing IT support or customer service, it’s a tool worth exploring.

Have you tried osTicket? Share your experience in the comments below!