Home > Help Desk Software > osTicket > osTicket vs Incident IQ

osTicket vs Incident IQ

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Our analysts compared osTicket vs Incident IQ 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 User Ratings Analyst Summary Screenshots
osTicket Software Tool
Incident IQ Software Tool
SelectHub Award Winner
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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.

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Incident IQ is a help desk software that centralizes and automates support processes for businesses. It's ideal for organizations looking to streamline their IT support, customer service, and employee self-service. The software offers a range of features including ticketing, knowledge base management, automation, reporting, and analytics. Incident IQ is known for its intuitive interface, customization options, and ability to integrate with other business systems.

Benefits of Incident IQ include improved efficiency through automation, enhanced collaboration, increased customer satisfaction, and actionable insights from analytics. Its pricing is based on the number of agents and starts at $49 per agent per month, billed annually.

Compared to similar products, Incident IQ is praised for its user-friendliness, flexibility, and robust feature set. Users appreciate its ability to adapt to their specific needs and workflows. Incident IQ's customer support is also highly rated for its responsiveness and helpfulness.

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$10/User, Monthly
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$49/Agent, Monthly
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Tailored to your specific needs
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Windows
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Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
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.
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  • Streamlined Communication: Centralize all incident and request data into a single, easy-to-access platform, ensuring seamless communication between teams and efficient issue resolution.
  • Enhanced Collaboration: Foster teamwork by enabling real-time collaboration, knowledge sharing, and assignment of tasks, empowering teams to resolve issues swiftly and effectively.
  • Improved Productivity: Automate routine tasks, such as ticket routing and escalation, freeing up valuable time for technicians to focus on complex problem-solving and proactive service delivery.
  • Increased Customer Satisfaction: Provide personalized support experiences by tracking customer interactions, prioritizing high-impact issues, and offering self-service options, leading to increased customer loyalty and reduced churn.
  • Optimized Resource Allocation: Gain visibility into team workload and resource utilization, allowing managers to allocate resources strategically, prevent bottlenecks, and ensure efficient operations.
  • Data-Driven Insights: Generate comprehensive reports and analytics that provide actionable insights into incident trends, performance metrics, and customer feedback, empowering informed decision-making.
  • Improved Incident Response Time: Leverage automated alerts, customizable escalation rules, and knowledge base integration to reduce response times, minimize downtime, and restore services promptly.
  • Reduced IT Costs: Streamline IT operations, reduce the need for manual processes, and optimize resource allocation, resulting in significant cost savings for the organization.
  • Enhanced Security: Protect sensitive data with robust security measures, including role-based access controls, encryption, and compliance with industry standards, ensuring data integrity and regulatory adherence.
  • Continuous Improvement: Access ongoing support, product updates, and access to a community of experts, enabling organizations to continuously enhance their service delivery and stay ahead of the curve.
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  • 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.
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  • Intuitive User Interface: An easy-to-navigate interface simplifies ticket management and reduces training time.
  • Centralized Ticketing System: Streamlines incident tracking by consolidating tickets from multiple channels into a single, organized view.
  • Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, improving efficiency.
  • SLA Management: Ensures compliance with service level agreements by monitoring response and resolution times.
  • Knowledge Base: Provides a centralized repository for troubleshooting resources, reducing resolution times and improving self-service capabilities.
  • Reporting and Analytics: Offers customizable reports and dashboards for data-driven insights into incident trends and performance metrics.
  • Mobile App: Enables remote access to incident management, allowing technicians to resolve issues on the go.
  • Integrations: Seamlessly integrates with popular CRM, ITSM, and productivity tools, enhancing collaboration and data sharing.
  • SLA Tracking: Proactively monitors service level agreements and provides alerts to prevent breaches.
  • Customizable Dashboards: Allows users to tailor their dashboards with relevant metrics and widgets for personalized insights.
  • AI-Powered Insights: Utilizes artificial intelligence to analyze incident data, identify patterns, and provide proactive recommendations.
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Product Ranking

#42

among all
Help Desk Software

#54

among all
Help Desk Software

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User Sentiment Summary

Great User Sentiment 92 reviews
Excellent User Sentiment 33 reviews
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.

93%
of users recommend this product

Incident IQ has a 'excellent' User Satisfaction Rating of 93% when considering 33 user reviews from 1 recognized software review sites.

4.32 (45)
4.67 (33)
4.3 (47)
n/a

Awards

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Incident IQ stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

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.
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Extensive Integrations: Incident IQ seamlessly integrates with a wide range of ITSM and productivity tools, allowing for streamlined workflows and efficient collaboration.
Intuitive User Interface: Its user-friendly design and customizable dashboards make it easy for teams to navigate, access information, and resolve incidents quickly.
Automated Incident Management: Incident IQ automates repetitive tasks, such as ticket routing and escalation, freeing up IT teams to focus on more complex issues.
Advanced Analytics and Reporting: Provides comprehensive insights into incident trends, root causes, and team performance, enabling data-driven decision-making.
Excellent Customer Support: Incident IQ's dedicated support team is highly responsive and provides valuable assistance in resolving issues and maximizing the platform's capabilities.
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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.
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Inconsistent Interface: Users report that the interface can be confusing and inconsistent, making it difficult to navigate and find the information they need.
Limited Reporting Capabilities: Users complain that the reporting capabilities are limited, making it difficult to get the insights they need to improve their operations.
Lack of Customization: Users express frustration that the software lacks customization options, making it difficult to tailor it to their specific needs.
Slow Performance: Users report that the software can be slow and unresponsive, especially during peak times.
Poor Customer Support: Users complain that the customer support is unresponsive and unhelpful, making it difficult to resolve issues.
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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.

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Incident IQ, the Help Desk Software, has received positive reviews in the last year, with users highlighting its strengths in usability, customization, and reporting capabilities. It's praised for its intuitive interface and simple setup process, making it easy for teams to adopt and use. The software's customization options allow users to tailor it to their specific workflows and needs, enhancing efficiency and productivity. Additionally, Incident IQ's robust reporting features provide valuable insights into team performance and areas for improvement, helping organizations optimize their support operations. In comparison to similar products, Incident IQ stands out due to its focus on automation and collaboration. It automates repetitive tasks, such as ticket routing and escalation, freeing up agents to focus on more complex issues. The software also fosters collaboration through features like team messaging and knowledge sharing, improving communication and reducing resolution times. Incident IQ is best suited for organizations looking for a user-friendly, customizable, and feature-rich help desk solution. Its automation capabilities and collaborative features make it an ideal choice for teams that prioritize efficiency and teamwork. By leveraging Incident IQ's strengths, organizations can enhance their support operations, improve customer satisfaction, and drive business success.

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Screenshots

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