osTicket

This is a repackaged open source software product wherein additional charges apply for cloudimg support services.

Overview

osTicket is the widely-used free open source support-ticketing and helpdesk system - route inbound email and web tickets into queues, assign them to agents and teams, enforce SLAs, reply with canned responses, capture data with custom fields and forms, publish a customer help-topic portal and a knowledge base, and run it all from a clean agent control panel. This image delivers osTicket fully installed and configured, so a complete helpdesk is running within minutes of launch. The current release available is osTicket 1.18.3.

Application Stack

osTicket is a PHP application running on PHP 8.3 with OPcache and the imap, mysqli, gd, intl and mbstring extensions, served by nginx with php-fpm. MariaDB provides the database. The osTicket cron runs every minute through a systemd timer to process queued tasks and fetch email. The web installer has already been run and removed, so customers land directly on the staff sign-in page.

Secure By Default

On the first boot of your instance a one-shot service generates a fresh MariaDB password, a fresh configuration secret and a fresh administrator password, unique to that instance, and writes the administrator password to a root only file. No shared or default credentials ship in the image.

Ready To Use

The osTicket code tree, web server and database are all configured, with application files, attachments and the database on dedicated, independently resizable storage volumes. Browse to the instance address, sign in to the agent control panel as the administrator, and start configuring departments, help topics and agents.

cloudimg Support

24/7 technical support by email and chat. Help with osTicket deployment, upgrades, inbound and outbound email and IMAP piping, SLA and queue configuration, custom fields and forms, plugins, and database administration.

Use Cases

Customer support and IT helpdesk for an organisation in its own VPC for data residency or compliance. Email-to-ticket inboxes, multi-department routing, SLA tracking, a customer self-service portal and knowledge base, and a self-hosted alternative to SaaS helpdesk products.

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