Deskpro
Deskpro is an all-in-one help desk software that centralizes your customer communications across email, chat, voice, and social media into a single, organized interface.
osTicket
osTicket is an open-source support ticket system that routes inquiries created via email, web-forms, and phone calls into a simple, easy-to-use, multi-user web interface for your team.
Quick Comparison
| Feature | Deskpro | osTicket |
|---|---|---|
| Website | deskpro.com | osticket.com |
| Pricing Model | Subscription | Freemium |
| Starting Price | $29/month | Free |
| FREE Trial | ✓ 14 days free trial | ✓ 30 days free trial |
| Free Plan | ✘ No free plan | ✓ Has free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2001 | 2003 |
| Headquarters | London, UK | Alexandria, USA |
Overview
Deskpro
Deskpro is a flexible help desk solution that lets you manage all your customer support channels from one place. Instead of jumping between tabs, you can handle emails, live chats, phone calls, and social media messages within a unified desktop or web interface. You can automate your repetitive workflows using powerful triggers and escalations, ensuring no customer inquiry falls through the cracks.
The platform is designed to grow with you, offering both cloud-hosted and on-premise deployment options to meet your specific security needs. Whether you are a small team or a large enterprise, you can customize every part of the interface and data structure to match your unique support processes and branding requirements.
osTicket
osTicket is a flexible help desk solution designed to streamline your customer support without the high costs of proprietary software. You can manage, organize, and archive all your support requests in one place, ensuring no customer inquiry falls through the cracks. The platform automatically converts requests from emails, web forms, and phone calls into easy-to-track tickets that your team can collaborate on instantly.
You can customize the software to fit your specific workflow using custom fields, help topics, and automated routing rules. Whether you choose the self-hosted open-source version for total control or the managed cloud-hosted version for convenience, it provides the essential tools to scale your customer service. It is particularly effective for small to mid-sized businesses and IT departments that need a reliable, no-frills system to handle high volumes of incoming support traffic.
Overview
Deskpro Features
- Omnichannel Inbox Manage email, chat, voice, and social media messages in one unified view so you never miss a customer request.
- Live Chat Engage with your website visitors in real-time and convert chats into help desk tickets instantly for seamless follow-up.
- Knowledge Base Create a self-service portal where your customers can find answers quickly, reducing the volume of repetitive support tickets.
- Help Desk Automation Set up custom triggers and actions to automate ticket routing, status updates, and time-based escalations automatically.
- Built-in Voice Make and receive calls directly through your help desk with full call recording and automatic ticket creation.
- Custom Fields Tailor your data collection by adding unlimited custom fields to tickets, users, and organizations to track what matters.
- Community Forums Build a space where your users can share ideas, provide feedback, and help each other solve common problems.
- Robust Reporting Monitor team performance and customer satisfaction with built-in dashboards and custom reports that track your key metrics.
osTicket Features
- Ticket Filtering. Define rules to automatically route incoming tickets to the right department or agent based on your specific criteria.
- Custom Fields. Create custom data fields for your web forms to collect the exact information you need from users upfront.
- Service Level Agreements. Set up SLA plans to track ticket deadlines and receive alerts when tickets are overdue to maintain high standards.
- Customer Portal. Provide your users with a dedicated web portal where they can view ticket status and history without contacting you.
- Canned Responses. Save time by creating pre-defined responses for frequently asked questions to ensure consistent and fast communication.
- Internal Notes. Collaborate with your team by adding private notes to tickets that remain hidden from the end user.
- Thread Action. Manage ticket conversations effectively by redirecting or transferring individual entries to different departments as needed.
- Task Management. Create internal to-do lists within tickets to break down complex support issues into manageable steps for your team.
Pricing Comparison
Deskpro Pricing
- All features included
- Email and Help Center channels
- Basic automation tools
- Standard reporting
- Mobile app access
- Everything in Team, plus:
- Omnichannel support (Chat, Voice)
- Advanced automation and triggers
- Full API access
- Custom CSS and branding
- Priority support
osTicket Pricing
- Completely free forever
- Community-based support
- Full source code access
- Unlimited agents
- Unlimited tickets
- Requires your own server
- Everything in Self-Hosted, plus:
- Managed hosting and backups
- Daily software updates
- Email technical support
- Free migration assistance
- 99.9% uptime guarantee
Pros & Cons
Deskpro
Pros
- Highly customizable interface fits unique business workflows
- Consolidates multiple communication channels into one view
- On-premise deployment option provides total data control
- Feature-rich platform includes tools others charge extra for
Cons
- Initial setup requires time due to deep customization
- Interface can feel dense for brand new users
- Mobile app functionality is more limited than desktop
osTicket
Pros
- Completely free self-hosted version with no hidden fees
- Highly customizable fields and forms for specific workflows
- Lightweight software that runs efficiently on basic servers
- Simple interface that is easy for agents to learn
- Reliable email-to-ticket conversion for automated request handling
Cons
- User interface feels dated compared to modern SaaS
- Self-hosted version requires technical knowledge to install
- Limited native integrations with third-party business apps
- Reporting tools are basic and lack advanced visualization