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What is osTicket?
What is osTicket?
osTicket is a widely used and trusted open source support ticketing system. It scales and streamlines customer service to improve customer experience.
What are the Features of osTicket?
What are the Features of osTicket?
Custom Fields
It customizes the data collected from users when submitting a ticket to help get straight to the issue.
Custom Columns and Queues
It has a custom queue that allows you to create your own personal views of tickets and specify what information you would like to see.
Ticket Filters
osTicket can also automate the creation and routing of tickets. Set actions such as ticket rejection, department/agent assignment, or even send an automated canned response.
Help Topics
It has configurable help topics for web tickets that allow you to route inquiries to exactly the right department for a swift resolution.
Agent Collision Avoidance
It has a ticket locking mechanism to allow staff to lock tickets during a response to avoid conflicting or dual responses. When a ticket is locked, other staff can not respond to the ticket until the lock expires.
Assign, Transfer, & Referral
It can transfer tickets between departments to make sure it’s being handled by the correct agents, or assign tickets to a particular agent or team of agents.
Auto-Responder
Configurable automatic reply sent out when a new ticket is opened or a message is received.
Thread Action
Agents now have the ability to create a Ticket or Task from a Ticket’s thread entry or from a Task’s thread entry. Agents can simply create a new ticket or task with the message and keep it in the original ticket thread. Thread actions are noted in the original ticket thread with reference to both the new item as well as the thread item it was pulled from.
Service Level Agreements
It has SLA Plans that allow you to track tickets and due dates without the hassle. Get overdue alerts and notices on missed due dates, and priority escalation.
Customer Portal
Users can log in using their email address and a ticket number or they can register a profile for full access to all tickets they are associated with.
Advanced Search
It saves your selected criteria for ease of future searches. It includes custom fields in your search criteria. Search results are populated into their own queues and can be exported into a csv file. Agents can even select the exported fields to reduce clutter in the export.
Tasks
You can create an internal to-do list.
Accessing the osTicket
Accessing the osTicket
Can use desktop, Laptop, Cell Phone, or Tablet
Internet Connection with a minimum speed of 3MBPS (doesn’t consume data when on prepaid)
osTicket is optimized to run using any browser
Log in using the access provided to you. If access hasn't been provided yet, please contact your immediate supervisor.
Logging In
Logging In
Access the URL: https://imms-osticket.azurewebsites.net/scp/login.php
2. Login using your username and password
a. The initial password is created by the Admin of osTicket
b. If you forgot your password, you can ask the admin for a reset; or
c. You can click the "Forgot My Password" link and follow the instructions given.
Dashboard
Dashboard
Dashboard
This is where you can view the summary of tickets and performance.
a. Ticket Activity
You can view and check the status of the tickets (assigned, closed, created, edited, released, reopened, resent, etc.) in a graph.
b. Statistics
This is where the summary of tickets per Department, Topics, and Agent is shown.
Agent Directory
This is where the users of osTicket is being stored.
My Profile
You can edit your personal profile and update your password here. You can also personalize your signature on the signature tab.
Tickets
Tickets
Open Tab
In this tab, you will see the Pool of Ticket that has already been answered or if the “Assigned to” is still blank, you can claim that ticket and answer the seller’s concern.
New - new incoming tickets and not yet assigned to agents.
L1 Open - these are tickets already assigned to L1 Agents but are still open and/or for resolution.
Escalated - these are tickets escalated to Level 2 support for the resolution.
Overdue - these are tickets that need attention and need immediate action due to the long duration of no reply.
My Tickets
Assigned to Me - This shows all tickets assigned to you.
Assigned to Teams - These are L2 tickets assigned to L2 support for the resolution.
Resolved
This is a summary of resolved tickets. You can check or backtrack all resolved tickets up to 1 year.
Search
You can use it to search a specific ticket by keyword or help topic via advance search. You also have the option to save a specific search for fuuture use.
New Ticket
This is where new tickets are being created for all contacts received via phone and/or chat.
Knowledgebase
Knowledgebase
This is where FAQs, Updates, Playbook, Response Templates, etc. are being saved for Support use.
Creating a New Ticket
Creating a New Ticket
You can create a new ticket if the seller’s mode of communication is through Phone or Chat.
For first-time contact, fill out the seller’s information then click Add User to proceed in creating a ticket.
For existing contact, you can use the Lookup feature. Their information will be auto-populated then click continue.
Some information is in the drop-down so you can choose which details you need to categorize the concerns. Make sure to fill out the Ticket Information part before creating a new ticket.
On the Response part, don't forget to create a message. The seller will receive it as an email notification once a new ticket is created.
After filling up the form, click OPEN to proceed with the ticket creation and a Ticket Number will be generated and should be given to the seller after.
Creating a Ticket for New Contact
Creating a Ticket for New Contact
Creating a Ticket for Existing Contact
Creating a Ticket for Existing Contact
Important Field to Fillout Before Creating a Ticket
Important Field to Fillout Before Creating a Ticket
Replying to a Ticket
Replying to a Ticket
You can reply to a ticket at the bottom part of the ticket thread.
Post Reply Tab - used to respond to the thread. The message will be sent to the member. This is both visible on the member and support side of the thread.
Make sure that the RESPONSE field is changed to "Sample (with Variables)".
Personalise the template based on the answer needed for the concern. Don't forget to add your Signature as well. Click Post Note to send the message.
Post Internal Note Tab - is used to post internal notes. This will not be sent to the member and cannot be viewed by them. This is only visible across L1 and L2 support.
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