OSTicket

Customize the data collected from users when submitting a ticket to help get straight to the issue. You can create custom lists of data to add to each ticket or specific help topics for clients to choose from when creating a ticket. Custom Fields, Forms and Lists can be added to each web ticket created or only show up when a specific help topic is chosen. They can be configured as best suits your business needs.

A custom queue is a view of tickets based on a custom criteria that you specify. It allows you to create your own personal views of tickets and specify what information you would like to see. A custom column is an additional field that is not displayed initially when viewing the ticket tab. Using custom columns allows you to include these fields in the ticket list.

Define rules to route incoming tickets to the right department, agents, as well as trigger actions. By using the filter system, osTicket empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, department/agent assignment or even send an automated canned response. Rule criteria of filter can include any custom field added to the forms as well as user data.

Ticket locking mechanism to allow staff to lock tickets during response to avoid conflicting or dual responses. Avoid multiple agents responding to the same ticket at the same time! You set the amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond to the ticket until the lock expires.