This is a new support ticket system marked by a great versatility. To me, its main asset is that it can handle inquiries that are generated by channels other than email – both inquiries that have been received via the phone and through web-based forms can be managed using osTicket.
Knowing the ways in which requests can be placed, I think you can guess how the rest of the system works by yourself – a ticket is created for each inquiry that is put your way, and each ticket is assigned to an individual agent. Once that has happened, it will be the agent’s task to solve the problem to the best of his capacity.
Some of the best features of osTicket include the automatic delivery of reply message to customers once a ticket has been created, and (from an internal point of view) inquiries can be routed without exposing the hierarchical structure of the company.
The latest version of osTicket can be downloaded and used at no cost. PHP 4.3+ and MySQL 4.4+ are the only two requirements that have to be met.
osTicket.com In Their Own Words
“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.”
Why osTicket.com It Might Be A Killer
It is a free solution that can give any company some much needed flexibility when it comes to dealing with the requests of its consumers.
Some Questions About osTicket.com
Which languages are primarily supported? 
