osTicket

osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, organize and archive all your support requests and responses in one place while providing your customers with accountability and responsiveness they deserve.

How osTicket works for you

1. Users create tickets via your website, email, or phone
2. Incoming tickets are saved and assigned to agents
3. Agents help your users resolve their issues

osTicket is an attractive alternative to higher-cost and complex customer support systems; simple, lightweight, reliable, open source, web-based and easy to setup and use. The best part is, it's completely free.

Requirements

• HTTP server running Microsoft® IIS or Apache
• PHP version 5.4 or greater, 5.6 is recommended
• mysqli extension for PHP
• MySQL database version 5.0 or greater

Recommendations

• gd, gettext, imap, json, mbstring, and xml extensions for PHP
• APC module enabled and configured for PHP

Deployment

osTicket now supports bleeding-edge installations. The easiest way to install the software and track updates is to clone the public repository. Create a folder on you web server (using whatever method makes sense for you) and cd into it. Then clone the repository (the folder must be empty!):

git clone https://github.com/osTicket/osTicket

And deploy the code into somewhere in your server's www root folder, for instance

cd osTicket
php manage.php deploy --setup /var/www/htdocs/osticket/

Then you can configure your server if necessary to serve that folder, and visit the page and install osTicket as usual. Go ahead and even delete setup/ folder out of the deployment location when you’re finished. Then, later, you can fetch updates and deploy them (from the folder where you cloned the git repo into)

git pull
php manage.php deploy -v /var/www/htdocs/osticket/

Upgrading

osTicket supports upgrading from 1.6-rc1 and later versions. As with any upgrade, strongly consider a backup of your attachment files, database, and osTicket codebase before embarking on an upgrade.

To trigger the update process, fetch the osTicket tarball from either the osTicket github page or from the osTicket website. Extract the tarball into the folder of your osTicket codebase. This can also be accomplished with the zip file, and a FTP client can of course be used to upload the new source code to your server.

Any way you choose your adventure, when you have your codebase upgraded to osTicket-1.7, visit the /scp page of you ticketing system. The upgrader will be presented and will walk you through the rest of the process. (The couple clicks needed to go through the process are pretty boring to describe).

Upgrading from v1.6

WARNING: If you are upgrading from osTicket 1.6, please ensure that all your files in your upload folder are both readable and writable to your http server software. Unreadable files will not be migrated to the database during the upgrade and will be effectively lost.

After upgrading, we recommend migrating your attachments to the database or to the new filesystem plugin. Use the file command-line applet to perform the migration.

php manage.php file migrate --backend=6 --to=D

View the UPGRADING.txt file for other todo items to complete your upgrade.

Help

Visit the wiki or the forum. And if you'd like professional help managing your osTicket installation, commercial support is available.

Contributing

Create your own fork of the project and use git-flow to create a new feature. Once the feature is published in your fork, send a pull request to begin the conversation of integrating your new feature into osTicket.

Localization

The interface for osTicket is now completely translatable. Language packs are available on the download page. If you do not see your language there, join the Crowdin project and request to have your language added. Languages which reach 100% translated are are significantly reviewed will be made available on the osTicket download page.

The software can also be translated in place in our [JIPT site] (http://jipt.i18n.osticket.com). Once you have a Crowdin account, login and translate the software in your browser!

Localizing strings in new code requires usage of a few rules.

License

osTicket is released under the GPL2 license. See the included LICENSE.txt file for the gory details of the General Public License.

osTicket is supported by several magical open source projects including:

• Font-Awesome
• HTMLawed
• jQuery dropdown
• jsTimezoneDetect
• mPDF
• PasswordHash
• PEAR
• PEAR/Auth_SASL
• PEAR/Mail
• PEAR/Net_SMTP
• PEAR/Net_Socket
• PEAR/Serivces_JSON
• php-gettext
• phpseclib
• Spyc