Open-source ticketing systems explained

An open-source ticketing system may seem like just the ticket at first, but you may end up with more than you bargained for.

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What is an open-source ticketing system?

An open-source ticketing system is a software platform designed to manage customer support requests or internal inquiries by organizing them into ‘tickets.’ The key characteristic of an open-source solution is that its source code is freely available for modification, distribution, and customization. This allows companies to tailor the platform according to their specific needs, adding or removing features as necessary. These systems are often used in customer service, IT support, and helpdesk operations to ensure efficient tracking, resolution, and reporting of issues.

Studies show that approximately 90% of today’s businesses are using open-source software in some form, making it a feasible option to help serve your ticketing needs.

Advantages of helpdesk software

As organizations continue to prioritize efficient and effective customer support, the choice of ticketing systems becomes crucial. Open-source software stands out due to its flexibility, cost-effectiveness, and community-driven innovation. These solutions not only provide powerful tools for managing customer interactions, but also offer the freedom to customize functionalities without the constraints of proprietary licenses.

Some unique benefits offered by open-source platforms include:

1. Easy to use

Open-source ticketing systems are built with user-friendliness in mind, offering intuitive interfaces that make it easy for both agents and end-users to navigate. They often feature simple dashboards, automated workflows, and easy ticket submission forms, which help streamline the process of handling user requests. Support reps can quickly assign, prioritize, and respond to tickets, reducing the learning curve and enabling efficient support operations. 

The extensive customization options available in these solutions further contribute to their ease of use. Organizations can configure their platform to align with specific workflows and terminology, making it more intuitive for employees who are already familiar with the company's processes. 

2. Simple to set up

Most open-source software is simple to set up, as it typically comes with pre-built installation packages, user-friendly setup wizards, and detailed documentation. These solutions are designed to work on common server environments like Linux, which is widely supported in IT infrastructure. With step-by-step instructions and predefined configurations, companies can easily get their system running without the need for complex coding or development expertise.

Another factor that simplifies the implementation process is the modular design of open-source platforms. Users can start with a basic version and gradually add features as needed, rather than dealing with a bloated system full of unnecessary functionalities. This allows for a more streamlined, manageable installation process.

3. No hidden costs

Unlike proprietary ticketing solutions that often come with recurring licensing fees, open-source platforms enable businesses to access the full software without any upfront or ongoing charges. This transparency means that organizations can budget more effectively, knowing they won’t encounter unexpected fees for additional users, modules, or upgrades.

Although companies may incur costs for optional services like hosting, technical support, or custom development, these expenses are usually predictable and can be managed in-house or outsourced to third-party providers. With an open-source model, businesses can also choose their preferred infrastructure, such as cloud or on-premises, allowing them to avoid expensive vendor-hosted services. 

4. Advanced features

Open-source ticketing systems often come equipped with advanced features that rival, and sometimes surpass, those of pay-to-use systems. One key feature is automation, which allows companies to streamline workflows by setting rules for ticket assignment, escalation, and resolution. Reporting and analytics tools are also a standard feature, offering detailed insights into performance metrics such as response times, ticket volume, and customer satisfaction.

Even more, multi-channel support enables businesses to manage customer inquiries from multiple sources—such as email, phone, social media, and live chat—within a unified platform. This ensures that no matter how a user contacts the company, their issue is handled efficiently and tracked in a single system.

5. Business-class security

With access to the source code, a large community of developers and security experts actively reviews and tests open-source software, quickly identifying any vulnerabilities. This continuous scrutiny helps ensure that security patches and updates are released regularly, keeping the system up to date with the latest defenses against threats. In fact, over 90% of cybersecurity professionals believe that open-source systems are as secure or more secure than proprietary software.

Moreover, many open-source ticketing systems come with built-in security features like data encryption and role-based access controls (RBAC). Data encryption verifies that sensitive information, such as customer details or internal communications, is protected both in transit and at rest. Meanwhile, RBAC allows businesses to limit access to sensitive information based on user roles, ensuring that only authorized personnel can view or modify certain data.

6. Robust support

While you won’t have access to a dedicated support team when using an open-source solution, they do typically provide extensive documentation and tutorials, which are developed by both the software’s core developers and its user community. This material can cover everything from installation and configuration to advanced features and customization. In a recent survey, 50% of developers said they’ve participated in open source in the past year, giving companies an extensive, knowledgeable community from which they can receive assistance.

Tutorials, often available in video, written, and interactive formats, complement this documentation and are designed to provide hands-on learning. These resources help users quickly get up to speed on essential tasks like ticket creation, automation, and reporting. Community forums frequently contribute additional tutorials, troubleshooting tips, and code examples as well.

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Challenges of open source ticketing systems

While open-source ticketing systems offer flexibility, cost savings, and robust features, they’re not without their challenges. Businesses that opt for these solutions may encounter obstacles such as technical complexity, integration issues, and the absence of official support services. Fortunately, most of these issues can be minimized with a proactive approach and a bit of creative problem-solving.

Let’s dive into some common difficulties that companies may face when leveraging open-source software.

Lack of support

Since open-source platforms typically don’t offer formal customer service or support contracts, users often have to rely on community forums, online documentation, and peer troubleshooting to resolve issues. This can be challenging for businesses that require immediate or personalized assistance, especially when dealing with technical problems, system bugs, or integration issues.

However, businesses can overcome this challenge by utilizing the wealth of free educational resources available within the open-source community. Most open-source ticketing systems come with comprehensive documentation, including step-by-step guides, FAQs, and best practices for setup, configuration, and troubleshooting.

No SLA guarantees

Service level agreements (SLAs) typically stipulate response times, issue resolution times, and system availability, providing businesses with accountability from the software provider. Without an SLA, there are no guarantees regarding system performance or how quickly an issue will be resolved. This can be particularly problematic for organizations that need fast, predictable support or for those with strict regulatory requirements that demand guaranteed uptime.

To alleviate these concerns, companies can take a proactive approach by implementing their own internal SLAs for managing problems within their support teams. Additionally, they might consider working with third-party vendors who specialize in the open-source system, effectively creating a support contract for critical needs.

Security concerns

While the transparency of open-source platforms allows for community-driven improvements, it also means that potential attackers have access to the same code. If security vulnerabilities exist in the software, they could be exploited by malicious actors before patches are released. Additionally, since businesses are responsible for manually implementing updates, any delays in maintaining the system could leave it exposed to known security risks. 

In order to combat this challenge, organizations should prioritize regular security audits, updates, and best practices for managing open-source systems. This includes ensuring that the software is always running the latest versions with all patches applied promptly. Many open-source communities also actively track vulnerabilities and release security fixes, helping businesses remain informed about potential risks. 

Integrations with other tools

In contrast to proprietary systems that often come with pre-built integrations, open-source ticketing platforms may require businesses to develop custom connections, which often demand specialized technical knowledge. The process of setting up these integrations may also involve writing code, modifying APIs, or working with plugins that are often not as polished or fully supported as commercial solutions.

Companies can take several approaches to help mitigate these concerns. First, they can leverage the open-source community, where users often share custom-built integrations or offer advice on connecting systems. They might also explore using middleware platforms like Zapier or Integromat, which can help connect open-source ticketing systems with other applications through pre-built connectors. Finally, businesses often work with external consultants to streamline the integration process, ensuring that tools work together efficiently while minimizing disruption to daily operations.

Optimize your ticketing system with cloud based solutions by Freshdesk!

Freshdesk serves as the market’s premier cloud-based ticketing software, offering supreme scalability and a plethora of powerful features at a more-than-manageable price point.

Freddy AI serves as the engine that powers Freshdesk, capable of guiding self-service experiences, acting as an intelligent assistant for human agents, and constantly gathering valuable insights. These advanced capabilities ensure that the entire support experience is streamlined for end-users, while freeing up live representatives to focus on more value-added activities.

Even more, standout tools like Freshdesk’s shared inbox verify that conversations across all channels are consolidated in a single, unified location, while the platform’s multilingual capacity empowers teams to interact with users in 33+ unique dialects. 

How to choose the right ticketing solution for your business

When seriously considering which ticketing solution is best for your business, you might be ready to go beyond such preliminary questions as, “What ticketing systems do most companies use?” You might want to evaluate your options based on more granular criteria at this stage. 

For starters, you may want to ask yourself, “What are my unique business needs?” Do you have specific business requirements that help desk software must support? Do you plan on growing quickly in the near future? In that case, you will want to make sure that the ticketing system you pick will scale for growth.

Also, consider the size of your company. Are you an enterprise, an SMB, or a startup? Then, you may want to consider your choices using that lens, as well. An enterprise will probably require 24x7 technical support, for example. At the same time, a tech startup with a bootstrap budget might be more open to the idea of troubleshooting problems with an open-source helpdesk ticket system on its own.

Then, look at the industry you’re in. Are you in a regulated sector like healthcare that has to take special precautions concerning the handling of patient data? In that case, security issues will probably be top of mind—and an open-source software ticketing system may not be the way to go. 

What about your team collaboration? Do your support agents need to be able to easily get input from other internal teams as they’re resolving issues? Will they need to be able to see the progress made by the other team so they don’t waste time with back-and-forth communications? That’s also something to keep in mind when assessing your options.

Top 5 open-source ticketing systems

When it comes to choosing an effective ticketing system for your company, open-source software acts as a flexible and cost-effective solution. We’ve done the grunt work for you by gathering five such platforms that offer robust features, scalability, and customization without the hefty price tag of proprietary systems.

osTicket

osTicket is a popular ticketing system known for its ease of integration and customization capabilities. Its robust set of features, including SLA management and customer support portals, makes it an excellent option for businesses of all sizes seeking a straightforward helpdesk solution.

Key features

  • Ticket filtering system

  • SLA management

  • Auto responders for tickets

  • Customer support portal

  • Help desk dashboards and reports

Pricing

  • Available for free download

Pros

  • Ease of integration

  • Ticket tracking is simple

Cons

  • Customers consider the UI to be outdated

  • Can be difficult to set up

Zammad

Zammad offers a real-time ticketing experience with a focus on user-friendly dashboards and multilingual support. Its flexibility to integrate with multiple messaging channels like GitHub, Twitter, and Facebook makes it an ideal choice for businesses with diverse communication needs.

Key features

  • Real-time ticketing dashboard

  • Ticket history

  • Multilingual support

  • Out-of-office schedulers

Pricing

  • Free (not available for Windows OS)

  • Hosted starter pack is priced at $5.25 per agent per month for up to 5 agents

  • 30-day free trial available

Pros

  • Can be easily integrated with Github or Gitlab, as well as with messaging channels like Twitter, Facebook, Telegram, etc.

  • Dashboard views

Cons

  • Lacks a polished UI and can feel clunky

  • Requires internet connection to use

FreeScout

FreeScout is an open-source help desk that focuses on email-based ticketing with strong integration capabilities. Although its deployment can be challenging, its active community support and simple interface make it appealing for businesses looking to centralize their email communication.

Key features

  • Custom fields

  • Real-time reports

  • Facebook, JIRA, Slack integrations

  • SMS notifications

Pricing

  • Free, no cloud-hosted services provided

Pros

  • All email communication run in single platform

  • Active Community available for added support

Cons

  • Difficult to deploy and no paid support

  • Lacks embedded features offered by many competitors

Faveo Help Desk

Faveo Help Desk provides extensive customization options, allowing businesses to adapt workflows to their specific needs. With a responsive support team and mobile app availability, it’s an attractive choice for companies looking to manage their help desk operations on the go.

Key features

  • Email integration

  • API support

  • Knowledge base

  • Mobile app

Pricing

  • Free community version

  • Self-hosted free version with limited features is available for 2 agents

Pros

  • Workflows are customizable and enable different matrices

  • Responsive support team

Cons

  • Need a third party to integrate WhatsApp

  • New feature launches can be buggy

UVdesk

UVdesk features a clean and intuitive interface, making it easy for agents to manage tickets across multiple communication channels. While its initial configuration can be complex, its strong workflow automation and knowledge base features help streamline the support process efficiently.

Key features

  • Mailbox integration

  • Ticket management

  • Workflow automation

  • Knowledge base

Pricing

  • Free open-source version available

  • Paid versions begin at $22/month for a minimum of 2 agents

Pros

  • Clean UI

  • Easy-to-use dashboard

Cons

  • Initial configuration can be complex

  • Managing consistent deployment time of canned responses

Why should you choose cloud-based ticketing software?

If you’re looking for a cost-effective ticketing software that is intuitive, secure, and easy to customize, then take a look at what the Freshdesk free plan offers.

Effortless support across channels

Your team can offer faster responses and accurate resolutions when they can view and manage customer interactions across email, website, or Facebook from a single interface without losing context. Freshdesk’s ticket management system helps agents get an overview of the support request, including source channel, priority, and SLA escalations, at a glance.

Intelligent automation and productivity features

Create simple workflows to automate the creation, prioritization, and routing of support tickets. You can also auto-trigger personalized email notifications to agents and customers whenever there’s an update on a ticket.

Advanced self-service capabilities

Allow your customers to find quick help on their own by building a comprehensive knowledge base with FAQs, in-depth guides, and tutorials. With Freshdesk, you can also directly convert agent responses into solution articles and embed help docs within your website chat or contact form.

Robust help desk analytics

The Freshdesk free plan also comes with a basic ticketing dashboard and help desk reports that allow you to monitor help desk activities. Knowing the number of tickets created and resolved, along with the ticket backlog at your help desk, enables you to reallocate support agents as needed.

Frequently asked questions

What are the key differences between open source and cloud-based ticketing systems?

Open-source systems provide full access to the source code, allowing businesses to customize the platform extensively, but they require in-house expertise to handle hosting and security. Cloud-based systems, on the other hand, are managed by a third-party provider, offering ease of use, quick deployment, and scalability with minimal technical effort. 

Can I customize an open source ticketing system to fit all my business needs?

Certainly!

Open-source software allows businesses to modify features, workflows, user interfaces (UIs), and integrations according to their specific requirements. With the right technical expertise, companies can also tailor the system to support industry-specific processes, enhance functionality, and integrate with other platforms.

Is technical expertise required to implement an open source ticketing system?

Yes.

Since open-source solutions provide access to their code and are self-hosted, organizations often require skilled IT professionals to handle the installation, configuration, and customization to fit their specific needs. Technical knowledge is typically essential for managing security, regular updates, and system maintenance as well.

What support options are available for open source ticketing systems?

While businesses won’t have access to a dedicated support team when using an open-source solution, they do typically provide extensive documentation and tutorials, which are developed by both the software’s core developers and its user community. These guides often include detailed explanations of how the system functions, making it easier for companies to understand the inner workings and adapt the software to their needs.

Can open source ticketing systems integrate with other software tools?

Absolutely.

Because the source code is openly accessible, organizations can customize and build integrations with a wide range of third-party tools such as CRM, ERP, or communication platforms. Many open-source ticketing systems also come with pre-built APIs or plugins that facilitate these connections, enabling seamless workflows across different software.

Why might cloud based ticketing be a better solution for my business?

For businesses that aren’t constrained by a tight budget and don’t have significant in-house technical resources, a cloud-based ticketing system is often a great fit. These companies can scale easily as they grow and rely on the provider for updates and customer support, allowing them to focus on core operations rather than IT management.

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