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To control employee access rights, OSTicket allows level-based access across groups and departments. To get any specific information from the customers while creating Ticket from the web, the businesses can add custom fields, forms and lists as per the requirements. And to make sure the incoming ticket go to the right department or agents, the Ticket filtering system is there that automate the creation and routing of tickets.

To avoid Agent Collision, it offers ticket locking mechanism that lets employes to lock any ticket on which they are working so that other team member couldn’t start responding the same, thus this avoids conflicting or dual responses.

It also allows creating of various help topics that indirectly reduce the burden of employees.

OsTicket Features:

✓ PHP-based ticket management system with large community support
✓ Service Level Agreements support
✓ Auto-Responder
✓ Assign, Transfer, & Referral of Tickets
✓ Agent Collision Avoidance
✓ Level-based access
✓ Customization of fields, columns, forms to collect Ticket data
✓ Ticket Filters
✓ All support requests and responses are archived online for end-users.
✓ It also using PHP language and MySQL database.
✓ Based on LAMP and easy to scale.

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