10+ Best Open Source Help desk Ticketing Systems

Last updated - September 18, 2024

An open source help desk ticketing system lets you take care of your customers by promptly answering their queries and solving their problems. Most of the modern help desk systems even function like CRMs (customer relationship management systems) by letting you store customer information as well.

Generally, you will find two types of software systems – proprietary software as well open source. In this article, we will discuss some of the best open source help desk and support ticketing systems for your business.

What are Open Source Help Desk Ticketing Systems Software?

Failing a customer should be the least of your concerns if you have an open source helpdesk ticketing system. An open source help desk ticketing system helps online stores manage and organize their customer queries effectively. The categorizations by the ticketing systems will involve the priority status, timestamp, the kind of query, etc.

An open source ticketing system will have its source code publicly available making it easier to customize or modify as needed.

What are the benefits of integrating Open Source Help Desk Ticketing Systems?

Help the customer support team

By integrating an open source helpdesk ticketing system into your business, you will be able to give more leeway time your customer support executives. They are to deal with tasks based on their priority status or other categorizations which will help them understand what to give more importance. Some of the ticketing system software comes with its own knowledge base of basic queries which helps in handling customer queries in the best way.

Better Customer Satisfaction

When customer queries are promptly responded there is an effective increase in how customers respond. If you are intending loyalty from your customer base, then you are going to make a good direction towards having a helpdesk ticketing system in your online store.

Efficient Management of Tickets

Help desk software has many features that help in segregating tickets in better categories and assigning them to the right customer support executive. When things are going systematically, the chances of errors become less thus ensuring that every possible query is dealt with efficiently.

10+ Best Open Source Help Desk Ticketing Systems

WSDesk – ELEX WordPress Help Desk & Customer Support Ticketing Plugin

This WordPress Help Desk plugin is an answer to your customer support needs. You get all your tickets, complaints, and queries sorted all on one platform. The right integration with ChatGPT is yet another plus point if you are integrating this support ticketing plugin into your WordPress website.

The plugin has an integrated knowledge base with built-in information that will cater to common search queries and help reduce the number of queries one has to manage.

Features

Flexible, open source help desk system with tailor-made solutions for your business.
No restrictions to the number of agent profiles and tickets
Complete control and ownership of your data with no access outside your organization.
AJAX-based simple interface
Easy integration with OpenAI ChatGPT
Triggers in setting up automated actions
Canned responses for common queries.
Detailed reporting and agent satisfaction analysis.
Expert assistance with integrations or technical issues.

You can download the basic version of WSDesk for free. But the pro version of the plugin starts at $99.

UVdesk

UVdesk is another preferred open source option to set up a help desk solution for your business. You can integrate it into several eCommerce platforms and content management systems without additional costs. In addition, you can automate the workflow by creating different rules for tickets based on the channels they are coming in from. Some of the other important features that will help your support ticketing system be more efficient include knowledge base integration, file viewer app, task management, etc. Furthermore, you can easily connect your order details from your eCommerce store.

Features

Helps you generate tickets from customer queries.
Easily categorize tickets for better responses.
Supports multiple channels including social media.
Easy knowledge base integration.
Customize the appearance of the help desk system.

The open source comes at free of cost with unlimited agent integration. The pro version comes with additional features at a price $22/month.

Support Genix

Support Genix is a cutting-edge and powerful WordPress support ticket plugin that enables you to manage support requests quickly and easily. It makes it simple to keep track of all consumer inquiries and swiftly handle problems. The scalability that this open source help desk ticketing system provides is commendable.

With Support Genix, you can handle tickets directly from your WordPress website and track them all in real-time to find and fix issues as they come up. You can automate ticket administration with a variety of built-in tools and features from Support Genix, including automated ticket assignment and routing, IMAP settings, auto-response templates, Envato connection, and more.

Any business that has an online presence like digital agencies, ecommerce businesses, or service providers can make use of this help desk ticketing plugin. You may quickly create and manage tickets, assign them to other team members, and add internal notes with the help of the robust ticketing system plugin. Moving tickets across teams or departments is straightforward by using the transfer ticket tool. Overall, Support Genix is here to assist you in maintaining the efficiency of your organization.

Features:

Unlimited Tickets.
Agent Control.
Ticket Notification Setup
Collaboration & Team Control.
Easy email configuration
IMAP configurations.
Integration with Envato, WhatsApp, Slack, etc.

It’s priced at $1 for the trial month and then it starts at $59.

ProProfs Help Desk

ProProfs Help Desk helps you adopt an omnichannel approach to customer service. Your support heroes can interact with customers on multiple channels such as email, live chat, web forms, help center, and more. With this customer support software, you can automate workflows such as ticket assignments, notifications, survey sharing, etc.

You can even develop powerful chatbots that will help you generate high-quality leads and assist customers 24×7. If you are a support manager, the tool can offer rich insights into metrics such as ticket response and resolution time, CSAT, agent ratings, and more.

Features:

Manage multiple team inboxes, such as support@, info@, returns@, etc., in one place.
Leverage ready-to-use chatbot templates to create your own in minutes. Deploy bots for lead generation, appointment bookings, and customer service.
Allow agents to join hands to resolve tickets faster. Collaborate using internal notes and see who is working on what to avoid task collisions.
Create an online knowledge base that holds key answers in the form of FAQs, video tutorials, help articles, and more.
Share automated CSAT or NPS surveys with end-users to capture their valuable feedback.
Track help desk tickets and offer reliable support on the move with a dedicated mobile app.

The open source ticketing system is free to use.

FreeScout

FreeScout is a super lightweight and powerful PHP-based free open source help desk. It can be easily deployed even on shared hosting. FreeScout is the perfect help desk solution for those who want to provide professional customer support. Besides, FreeScout can be adjusted for specific needs via custom modules.

Features:

Unlimited support agents, tickets, mailboxes, etc.
Elegant user-friendly interface.
Seamless email integration.
Push notifications.
Free mobile apps for iOS and Android.
Internal notes for support agents.
Flexible notifications for support agents.
Auto replies.
Open tracking.
API.
LDAP.
Saved replies.
End-user portal.
Knowledge base.
Live chat.
WhatsApp, Telegram, Slack, Twitter integration.

This open source helpdesk ticketing system is free to use but its additional modules will on payment.

osTicket

osTicket offers an easily scalable support ticketing system with customer-friendly features. It is pretty easy to get started with this solution, thanks to the simple installation process. You can easily configure different help desk topics and set service level agreements effectively. Moreover, you will be able to manage your tickets in an organized fashion with a rich and simple dashboard, and a powerful ticket filtering system.

Open Source Help Desk — osTicket has a range of interesting features to help you serve your customers more effectively.

Features

Create a robust customer support help desk.
Easily create help desk topics and service level agreements.
Option to add custom fields to support forms.
Easily transfer tickets between departments.
Ticket locking to avoid agent collision.
Set automatic responses.
Easy frontend portal to let customers access their ticket information.

This open source help desk ticketing system is free but the customization of the software will start at $12/agent.

SuiteCRM

SuiteCRM is an open-source and affordable CRM solution that you can use for your business. It offers transparent pricing and helps you get rid of the worries associated with hidden charges. With a central repository of customer data, you will be able to easily build better relationships with your customers.

Additionally, with it being open source, SuiteCRM offers the desired flexibility to customize the support system according to your needs. There are several lead management tools to enhance your sales number as well. Furthermore, it offers all the essential tools for your customer support team to respond promptly.

Features

Comprehensive, open-source CRM solution.
Easy integration with your business systems thanks to the open REST API.
Flexible data model to help you efficiently store customer data.
Powerful reporting dashboard to help you gain actionable insights.
Automated customer segmentation, and option to send targeted marketing messages.
Enhances the response time and efficiency of your customer support team.

The ticketing system is free to use.

Faveo

Faveo is a user-friendly and cost-effective help desk and ticketing solution for businesses of all sizes. It has great customization features that will help you personalize it according to your specific business requirements. Additionally, it offers an app to help you configure a knowledge base for your customers and team members. Also, the software has no limits on agent usability and offers easy email integration. With Faveo, you will be able to customize the appearance of the help desk system according to your brand requirements as well.

Features

Merge duplicate tickets from the same customer
Ready-to-use template frequent queries from customers
Omni-channel integration
Customizable helpdesk solution to your needs
Comprehensive knowledge base and frequently asked questions

The pricing for this open-source help desk ticketing system starts from $18.22/month.

Liberum

For small to medium-sized businesses, this tool could be an appropriate choice. It offers a simple and user-friendly interface that will help you easily track and manage support queries. You will be also able to manage email and SMS notifications easily. Moreover, the tool offers flexible customization options and detailed reporting features.

Features

Easy-to-use customer support solution for small to medium-sized businesses.
Web-based interface.
Email notifications and options for SMS and page notifications for crucial tickets.
Fully customizable.
Detailed reporting features.

Bitrix24

Bitrix offers a collaborative system that helps you connect CRM, instant messaging, and task management for the best outcomes. You can reduce the number of tickets by instantly providing a resolution to customers. Additionally, you will be able to easily collect customer interaction details and engage them through multiple channels. There are also advanced features like virtual assistant and ticket routing.

Features

Create a collaborative customer support system.
Integrate with social media channels.
CRM web forms to capture leads more efficiently.
Live chat to enhance communication.
File sharing options along with ticket queueing and routing.
Workflow automation.
Mobile app for easy user access.

The ticketing system is free but is limited to 5GB.

Odoo

This is an agile tool for customer support with efficient features. You will be able to organize your tickets and view the status on a convenient dashboard. It offers multiple channels out of the box, such as email, customizable web form, and live chat. Moreover, the tool offers a great range of features to enhance your customer support system. These include easy SLA creation, automated email notifications, canned responses, etc. It also helps you create payable support contracts with customers.

Features

An agile help desk with a user-friendly interface.
Provide support through multiple channels.
Easy SLA configuration and workflow automation.
Canned responses for quicker resolution.
Option to sell support contracts.
Effective self-service through knowledge base integration.

The best part about this ticketing software is that it’s free.

X2CRM

This is a comprehensive system that integrates CRM, sales, marketing, orders, and service interactions effectively. You will be able to manage diverse aspects of your business without hassles. More importantly, this system will help you integrate engagement data from multiple communication channels. Also, it offers several interesting features such as ticket tracking, file sharing, support reports, etc., to enhance the customer support process. Set up easy customer modules X2CRM using PHP.

Features

Comprehensive CRM solution with marketing automation and customer support.
Single Database
Custom-designed modules with PHP.
Rapid Module Creation
Automated messages and reports.
Knowledge base integration.

X2CRM’s modest implementation fee starts from $65/user/month.

ERPNext

This open source, SaaS help desk will help you elevate your customer support process. It offers better ticket management, workflow automation, detailed reporting, and more. You will be able to get actionable insights in real-time and can improve your processes significantly. In addition, it facilitates omnichannel interactions and automatic ticket assignments.

Features

Comprehensive tool to improve your customer support process.
Omnichannel support.
Automated ticket assignments and easy monitoring of the support team’s performance.
Better SLA tracking.
Portal to keep customers updated about their issues.
Customizable forms.
Knowledge base integration.
Multilingual support.

The small business plan starts at $48.95.

Final Wrap

Hopefully, these open source help desk and support ticketing systems will help you serve your customers more efficiently. Feel free to leave us a comment if you have any queries.

FAQs

What are open source help desk ticketing systems?

An open source help desk ticketing system is software that helps manage requests and customer tickets. These ticketing systems help your customer support team to be more productive and prompt.

What are some of the common features that open source help desk ticketing systems provide?

Some of the common features that open source helpdesk ticketing systems provide are ticket tracking, prioritizing tickets, knowledge base, automated responses, etc.

Is technical expertise needed for operating an open source ticketing system?

Understanding how to integrate the software into your business needs is very essential. Other than that, most ticketing systems are user-friendly and will require an understanding of programming and server management.