Home > Help Desk Software > osTicket > osTicket vs Front

osTicket vs Front

Last Updated: November 18th, 2024

Our analysts compared osTicket vs Front based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

osTicket is help desk software that streamlines support processes and enhances communication between agents and customers. It's designed for businesses of all sizes seeking an efficient way to manage support requests. Key benefits include centralized ticket management, automated workflows, and customizable reporting. Popular features encompass ticket assignment, knowledge base integration, and customer self-service options. Compared to other Help Desk Software, osTicket is generally praised for its user-friendliness, open-source nature, and cost-effectiveness.

Pricing is flexible, with a free version available for basic needs. Paid plans start at a modest monthly fee and offer additional features such as multi-channel support, SLA management, and enhanced reporting capabilities.

Front is a customer communication platform offering tailor-made services at scale. With the simplicity of the email inbox combined with the insights and automation of CRM, it helps agents work to provide world-class support and send professional replies faster. It allows users to keep conversations organized across channels while maintaining a personal touch, efficiency and quality.

$10/User, Monthly

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Tailored to your specific needs

$19/User, Monthly

Free Trial is available →

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Tailored to your specific needs

Small

Medium

Large

Small

Medium

Large

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Linux

Android

Chromebook

Windows

Mac

Linux

Android

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Cloud

On-Premise

Mobile

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Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

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Documentation

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Live Online

Videos

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Phone

Chat

FAQ

Forum

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24/7 Live Support

Phone

Chat

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24/7 Live Support

Product Insights

Seamless Ticket Management: osTicket streamlines ticket creation, tracking, and resolution, providing a centralized platform for efficient support.
Enhanced Collaboration: Facilitate teamwork with shared notes, file attachments, and internal ticket comments, fostering collaboration between support agents.
Automated Workflows: Automate repetitive tasks such as ticket assignment, escalation, and notifications, freeing up agents' time for more complex issues.
Improved Customer Satisfaction: Provide prompt and personalized support through customizable ticket forms, reducing resolution times and enhancing customer experiences.
Powerful Reporting and Analytics: Track key performance indicators, identify trends, and generate reports to optimize support processes and improve efficiency.
Increased Agent Productivity: Empower agents with tools like canned responses, knowledge base access, and customizable dashboards, maximizing their productivity.
Scalability and Flexibility: Easily adapt osTicket to growing support needs by adding agents, departments, and custom fields, ensuring a scalable solution.
Open Source and Community-Supported: Benefit from a vibrant community of developers and users who contribute to osTicket's continuous improvement and support.

Clean Interface: Get everyone on board with a clean and intuitive functionality.
Improve Team Efficiency: Create automatic workflows that work for the team, from assigned tasks to message escalation.
Actionable Data: Get insights to improve performance, customer satisfaction and communication.
Smarter Collaboration: Draft responses together with peers without losing time, duplicating tasks and missing context.
Unmatched Service: Work together on messages, see which agent owns what and share context with real-time collaboration. Create custom workflows that automatically triage, route and escalate messages to please customers.
Full Administration Control: Serve customers best by controlling permissions, access rights, provisioning and more.
Improved Security: Take advantage of a platform built using industry-standard encryption. Ensure performance never slips and deliver unique enterprise identifiers with backups.
Compliance: Protect data with SOC 2 and GDPR. Serve customers best by controlling permissions, access rights, provisioning and more.

Centralized Help Desk: Manage all support requests from a single, organized platform, improving efficiency and reducing response times.
Multi-Channel Support: Seamlessly handle support requests via email, web forms, live chat, and phone, providing a convenient and comprehensive support experience.
Ticket Automation: Automate routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on more complex issues.
Knowledge Base: Empower users to find self-help resources through a comprehensive knowledge base, reducing the number of support requests and improving customer satisfaction.
Reporting and Analytics: Gain valuable insights into support performance through detailed reports and analytics, enabling data-driven decision-making and continuous improvement.
SLA Management: Set and track service level agreements (SLAs) to ensure timely and consistent support, enhancing customer trust and loyalty.
Agent Collaboration: Facilitate seamless collaboration among support agents through internal notes, private messaging, and ticket sharing, improving issue resolution efficiency.
Customization: Tailor osTicket to specific business needs by customizing workflows, fields, and branding, ensuring a tailored support experience.
Integrations: Integrate osTicket with other business tools, such as CRM, billing systems, and project management software, streamlining operations and improving data flow.
Open Source: Access the full source code of osTicket, allowing for complete control and customization, and fostering a collaborative community of developers.

Integration: Connect with over 100 different apps to manage projects and view all communication modules right in the inbox.
Team Collaboration: Give team confidence and accountability without dropping the ball or missing messages. Keep everyone on the same page by giving agents a shared perspective on email for visibility. Route messages automatically to teammates, based on sender, keywords and time of day or month.
Analytics: Get detailed insights into email activity, understand where workflows must improve and fuel positive changes.
Customer Experience: Automate all the busy work to deliver quick and seamless customer responses. Route messages by creating if-then workflows to focus. Get insights into communication through email analytics, spot scope of improvements and share key results with clients.
Universal Inbox: Keep messages in email, live chat and SMS text actionable and organized in one platform. Deliver messages correctly with assignments and workflow rules based on sender, keywords, time of day and more.
Workflow Management: Track the volume for agents and customers, balance workload and understand performance to grow your business intelligently. Measure and achieve response time goals with automation, timing and other triggers.
Remote Team Collaboration: Stay aligned, motivated and connected with built-in team accountability and collaboration features. Empower teams to work from anywhere and anytime and deliver consistent results.
Multi-Channel Communication: Reduce browser tabs and manage multiple customer communication channels in a single platform. Connect SMS, email, live chat and Facebook to one collaborative hub.
Email Management: Organize the inbox and make it actionable to avoid important messages slipping through the cracks. Know who’s working on what to cut down on the back and forth.
Shared Inbox: Manage support, contact and info and collaborate on all customer communication channels to respond faster. Plug in group email accounts such as team into a shared inbox and offer a shared view of every email to the team. Allow agents to collaborate on email to move through the queue faster.
Email Delegation: Choose a delegate from teammates and collaborate in real time. Comment internally on an email. Work together on email drafts before hitting send to get the right response every time.
Help Desk: Assign a number to every customer message and manage support without the ticket numbers to offer a personal reply to every customer.
CRM: Reference a shared view of client information easily from the inbox by bringing CRM into the help desk system. Set up automation that escalates, routes, and assigns work depending on customer data to help teams align and serve critical customers effectively.

Product Ranking

#42

among all
Help Desk Software

#44

among all
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Analyst Rating Summary

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User Sentiment Summary

86%

of users recommend this product

osTicket has a 'great' User Satisfaction Rating of 86% when considering 92 user reviews from 2 recognized software review sites.

92%

of users recommend this product

Front has a 'excellent' User Satisfaction Rating of 92% when considering 1252 user reviews from 4 recognized software review sites.

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4.9 (11)

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4.6 (968)

4.32 (45)

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4.3 (47)

4.5 (211)

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4.5 (62)

Awards

Synopsis of User Ratings and Reviews

Customization Options: osTicket's open-source nature allows for extensive customization to meet specific business needs, such as custom fields, automated workflows, and tailored reporting.

User-Friendly Interface: Its intuitive interface and easy-to-use dashboard simplify ticket management, reducing training time for help desk staff.

Integration Capabilities: osTicket seamlessly integrates with popular CRM, email, and knowledge base systems, enhancing productivity and streamlining workflows.

Automated Ticket Routing: Automated ticket routing based on predefined rules ensures tickets are assigned to the right team or individual, reducing response times.

Robust Reporting and Analytics: Comprehensive reporting and analytics provide valuable insights into ticket trends, agent performance, and customer satisfaction, enabling data-driven decision-making.

Intuitive Interface: Front's user-friendly interface makes it easy for teams to quickly get up to speed and collaborate effectively.

Shared Inbox: The shared inbox allows multiple team members to work together on customer emails, ensuring faster response times and better collaboration.

Automation: Front's automation features, such as auto-replies and canned responses, help streamline workflows and save time.

Integrations: Front integrates seamlessly with popular CRM and productivity tools, providing a centralized platform for customer communication.

Mobile Accessibility: The mobile app allows teams to stay connected and respond to customer inquiries from anywhere, at any time.

Difficult Customization: Modifying osTicket's appearance and functionality requires extensive coding knowledge, limiting customization options for non-technical users.

Limited Reporting: osTicket's reporting capabilities are basic, lacking advanced filtering, sorting, and data visualization options for in-depth analysis.

Frequent Updates: osTicket releases frequent updates, which can be disruptive for businesses that rely on stability and continuity.

Lack of Native Integration: osTicket's native integrations with other business applications are limited, requiring additional plugins or manual workarounds.

Limited Mobile Support: osTicket's mobile app is limited in functionality, making it challenging for technicians to manage tickets while on the go.

Clunky Interface: Front's user interface can be cumbersome to navigate, with users reporting difficulties finding specific features and settings.

Limited Customization: Front offers limited customization options, making it challenging for users to tailor the software to their specific needs.

Poor Ticket Management: Front's ticket management system lacks advanced features such as automated ticket routing and escalation, which can lead to inefficiencies in ticket handling.

Integration Issues: Front's integration with other business tools can be unreliable, resulting in data inconsistencies and workflow disruptions.

High Cost: Front's pricing structure is perceived as expensive compared to competing help desk software, especially for small businesses with limited budgets.

Users appreciate osTicket's user-friendly interface and customizable features, allowing them to tailor the software to their specific needs. Its open-source nature enables easy integration with other applications and provides access to a vast community for support and development. Compared to proprietary solutions, osTicket offers cost-effectiveness and flexibility, making it a compelling choice for organizations seeking a budget-friendly and adaptable help desk solution. However, some users have reported occasional performance issues, particularly when handling a high volume of tickets. Additionally, its reporting capabilities may be limited compared to more advanced solutions. Nonetheless, osTicket remains a strong option for small to mid-sized businesses and organizations with limited resources due to its ease of use, customization options, and open-source nature.

Front has received a multitude of positive reviews in the last year. Users commend its intuitive interface, robust feature set, and seamless integration with other applications. They also appreciate its ability to automate tasks, track customer interactions, and provide comprehensive reporting. In comparison to other help desk software, Front stands out for its collaborative capabilities, which allow multiple team members to work on the same ticket simultaneously. Additionally, Front's focus on customer experience is evident in its customizable workflows and personalized communication options. These strengths are important because they enhance productivity, improve customer satisfaction, and provide valuable insights for businesses. Front is most suited for businesses that prioritize customer service and seek a comprehensive help desk solution. Its collaborative features, robust functionality, and focus on customer experience make it an ideal choice for teams that need to manage a high volume of support requests efficiently and effectively. Whether you're a small business just starting out or a large enterprise with complex support needs, Front offers a scalable and customizable solution that can grow with your business.

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FAQ

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