The World’s Most Popular Customer Support Software

OsTicket! is a widely-used and trusted open source support ticket system. Easily scale and streamline your customer service.

 

osTicket!

Overview

GitHub
 

osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, organize and archive all your support requests and responses in one place while providing your customers with accountability and responsiveness they deserve.

osTicket’s core features not only rival, but also exceed most high-priced help desk solutions – you get access to all the features — for free.

System Requirements

In order to install osTicket, you must have the following softwares

  • PHP 5.6+ (7.3 recommended)
  • MySQL 5.0+ (5.5 recommended) +
  • Apache 2.4 + / Nginx 1.8 + / Microsoft IIS 7

Features

Following are the key features of osTicket

  • Dashboard Reports
  • Configurable Help Topics
  • Custom Fields
  • Custom Columns and Queues
  • Ticket Filters
  • Help Topics
  • Agent Collision Avoidance
  • Assign, Transfer, & Referral
  • Auto-Responder
  • Thread Action
  • Service Level Agreements
  • Customer Portal
  • Advanced Search
  • Tasks

Installation Instructions

Install osTicket on Ubuntu 18.04 LTS with Apache

Start by updating packages on your system to the latest release.

sudo apt-get update
sudo apt-get upgrade

On Ubuntu, you can install Apache Web server from the official apt repository:

sudo apt install apache2

To start the service manually, run:

 sudo systemctl start apache2

Though the service is enabled to start on boot by default, manually allowing it you have to run:

 sudo systemctl enable apache2

Next, need to install database Server, use the following command to install MySql server

 sudo apt-get update;  sudo apt-get install mysql-server; mysql_secure_installation

Once, the database server is installed, use the following command to restart MySql server

 sudo service mysql restart

The next step is the to install PHP on Ubuntu:

 sudo apt update
sudo apt-get install php php-{fpm,pear,imap,apcu,intl,cgi,common,mbstring,net-socket,gd,xml-util,mysql,bcmath}

Now, you have installed all the required software and the next step is to login to mysql server and create osTicket database. Use following command to create database. Change with your database name.

 CREATE DATABASE

Create a database user called "" with new password. and granted user full access to the database by running the following commands. Change with your desired database user and with your desired password.

 CREATE USER ''@'localhost' IDENTIFIED BY ''; 
 GRANT ALL ON .* TO ''@'localhost' IDENTIFIED BY '' WITH GRANT OPTION;
 FLUSH PRIVILEGES; EXIT;

Next, run the commands below to download and extract the downloaded file and move it into a new osTicket root directory.

 sudo apt-get install curl wget unzip
curl -s https://api.github.com/repos/osTicket/osTicket/releases/latest \
  | grep browser_download_url \
  | grep "browser_download_url" \
  | cut -d '"' -f 4 \
  | wget -i -
ls osTicket
scripts  upload
sudo mv osTicket /var/www/
cd /var/www/osTicket/upload/include
sudo cp ost-sampleconfig.php ost-config.php
sudo chown -R www-data:www-data /var/www/

Create a database user called "" with new password. and granted user full access to the database by running the following commands. Change with your desired database user and with your desired password.

 CREATE USER ''@'localhost' IDENTIFIED BY ''; 
 GRANT ALL ON .* TO ''@'localhost' IDENTIFIED BY '' WITH GRANT OPTION;
 FLUSH PRIVILEGES; EXIT;

Create VirtualHost configuration file for osTicket on Apache configurations directory:

 sudo vim /etc/apache2/sites-enabled/osticket.conf

Add content:

ServerAdmin This email address is being protected from spambots. You need JavaScript enabled to view it.
DocumentRoot /var/www/osTicket/upload
ServerName osticket.example.com
ServerAlias www.osticket.example.com
Options FollowSymlinks
AllowOverride All
Require all granted
ErrorLog ${APACHE_LOG_DIR}/osticket_error.log
CustomLog ${APACHE_LOG_DIR}/osticket_access.log combined

Restart apache2:

sudo systemctl restart apache2

Congrats! You have successfully installed osTicket on Apache.