Home > Help Desk Software > Track-It > Track-It vs osTicket

Track-It vs osTicket

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Our analysts compared Track-It vs osTicket 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
Track-It Software Tool
osTicket Software Tool
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Product Basics

Track-It is a help desk software that assists organizations in managing and resolving IT issues. It provides a centralized platform for logging, tracking, and resolving incidents and service requests. The software is suitable for businesses of all sizes, particularly those with complex IT environments and a need for efficient issue management.

Key benefits of Track-It include improved issue resolution time, enhanced communication between IT support and users, and increased visibility into IT operations. Popular features include automated ticket routing, knowledge base management, and reporting and analytics. Compared to similar products, Track-It is known for its user-friendly interface, customization options, and scalability.

Pricing for Track-It varies depending on the number of users and support requirements. It is typically offered on a per-user, per-month basis.

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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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$50 Monthly
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$10/User, Monthly
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Android
Chromebook
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Android
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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

  • Enhanced Efficiency: Streamline your support processes with automated ticketing, ticket routing, and customizable workflows.
  • Improved Customer Satisfaction: Provide prompt and effective support through multiple channels, ensuring customer satisfaction and loyalty.
  • Increased Productivity: Empower agents with a user-friendly interface, knowledge base access, and collaboration tools to resolve issues swiftly.
  • Cost Reduction: Optimize resource allocation and reduce operating expenses by automating routine tasks and improving first-call resolution rates.
  • Data-Driven Insights: Gain valuable insights into support trends, performance metrics, and customer feedback to make informed decisions and improve service delivery.
  • Scalability and Flexibility: Adapt to growing support demands and integrate seamlessly with your existing systems to ensure scalability and flexibility.
  • Improved Collaboration: Facilitate seamless collaboration between support teams, technicians, and customers, ensuring timely issue resolution.
  • Enhanced Security: Protect sensitive data with robust security measures, ensuring compliance and safeguarding customer information.
  • Mobile Accessibility: Empower agents with mobile access to the help desk, enabling remote support and efficient issue management.
  • Reduced Downtime: Minimize system downtime and ensure business continuity with proactive monitoring and automated alerts.
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  • 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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  • Help Desk and Ticketing: Boost customer satisfaction and resolution rates, keep workflows from falling through the cracks and reduce costs. Check and analyze the amount of IT work, time spent on workflows, priorities of open tickets and top issues impacting business. 
  • HR and Facilities Management: Get access to tools such as Active Directory integration, a ticket timer, ticket templates, Service Level Agreements (SLAs), scheduled tickets, parent/child tickets, scheduled reports, automatic email to ticket conversion, escalations and notifications, skill routing and automatic prioritization. 
  • Change Management: Eliminate financial loss and downtime from unapproved and unplanned changes. Use a system that efficiently tracks, requests, reviews and approves network changes through effective enforcement, review and approval automation. 
  • Knowledge Management: Save money, efforts and time by building a database of answers and solutions with the help of lessons from previous help desk tickets. 
  • Mobile App: Save time and improve team efficiency by adding and updating tickets while on the go. 
  • Purchasing: Keep track of all IT-related purchases, including details such as items ordered, vendor-used equipment, part numbers, quantities, serial numbers, tax information and prices. 
  • Self-Service: Allow customers to access the Self-Service Web Portal to submit new requests, check the status of previously submitted tickets, look for solutions to repeated problems, access asset information and reset passwords. 
  • REST Web Service APIs: Integrate custom applications, intranet pages and other software systems with the product’s Web APIs. 
  • Compliance Management: Import a SCAP template to the endpoint, create compliance rules and automate remediation. Manage power usage and devices, normalize software catalog, secure inventory and prepare for audits. 
  • IT Asset Management Software: Discover endpoints with all IP addresses, manage assets and financial values, keep a check on detailed software and hardware inventory, connect and manage devices remotely, put software and patches immediately and automate critical tasks along with operational guidelines. 
  • Patch Management: Ensure that endpoints are protected from threats and distribute patches to help enforce security policies through a centralized patch deployment tool for operating applications and systems. 
  • Remote Management: Boost customer satisfaction by providing agents access to help desk software from anywhere with a single click so that they can offer world-class customer support regardless of their location and device availability. 
  • Software Deployment: Deploy operating systems and software to new or existing platforms within the network. Release technicians for other tasks and help them perform efficiently and effectively. 
  • Software License Management: Customize the software titles for tracking along with files or applications that make up software license titles. Specify the number of licenses the organization owns for each application and check how many systems on the network have each software title installed. 
  • Dashboards and Analytics: Make report automation easy with robust dashboard reporting software and get an instant view of essential performance indicators. 
  • Scheduled Email Reports: Optimize asset management and help desk operations by monitoring key metrics and scheduling email reports through an automated reporting process. 
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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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Product Ranking

#31

among all
Help Desk Software

#42

among all
Help Desk Software

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User Sentiment Summary

Good User Sentiment 304 reviews
Great User Sentiment 92 reviews
78%
of users recommend this product

Track-It has a 'good' User Satisfaction Rating of 78% when considering 304 user reviews from 5 recognized software review sites.

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.

4.0 (60)
n/a
3.6 (85)
n/a
4.07 (71)
4.32 (45)
4.1 (70)
4.3 (47)
3.2 (18)
n/a

Synopsis of User Ratings and Reviews

Intuitive Interface: User-friendly dashboard and customizable workflows streamline ticket management, making it easy to track and resolve issues.
Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on complex issues.
Robust Reporting: Provides comprehensive reports and analytics that help IT teams identify trends, measure performance, and make data-driven decisions.
Extensive Integrations: Integrates with various business systems, including CRM, ERP, and monitoring tools, for seamless information exchange.
Knowledge Base Management: Allows users to create and share a centralized knowledge base, reducing ticket volume and improving self-service capabilities.
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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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Complex Interface: Track-It's interface is often criticized for being cluttered and difficult to navigate, leading to a steep learning curve and reduced productivity.
Limited Customization: While Track-It offers some customization options, users often find them insufficient for tailoring the software to their specific needs.
Lack of Automation: Track-It's automation capabilities are limited, requiring manual intervention for many tasks, which can increase workload and reduce efficiency.
Insufficient Reporting: Track-It's reporting features are often considered basic and lack the depth and flexibility needed for comprehensive data analysis.
Integration Challenges: Integrating Track-It with other systems can be complex and time-consuming, hindering collaboration and data sharing.
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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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Track-It is a user-friendly and customizable help desk software that simplifies ticket management and streamlines IT processes. Its strengths lie in its intuitive interface, robust automation capabilities, and comprehensive reporting suite. These features enable users to quickly resolve incidents, track progress, and identify areas for improvement. Compared to similar products, Track-It stands out with its customizable workflows that adapt to specific business needs, reducing manual tasks and improving efficiency. However, some users have reported occasional performance issues, particularly in large-scale environments. Additionally, the reporting functionality, while comprehensive, may require additional customization to meet specific requirements. Despite these drawbacks, Track-It remains a highly recommended solution for businesses seeking a feature-rich and scalable help desk software. Its strengths in incident management, automation, and reporting make it an ideal choice for organizations looking to streamline their IT operations and improve customer satisfaction.

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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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