What Is OSTicket?

OSTicket utilizes open-source technology to provide ticket management, service management, and asset management. Small and midsized enterprises can only deploy the system in the cloud. Users can submit tickets and check on the status of their requests via a customer portal built into the software. Assigning tickets to the appropriate staff member and the department is made easy by the "auto-assign" feature.

Users can also receive automated email updates once a ticket has been submitted to let them know what is happening with their request. In addition to the ability to generate customized reports, IT departments can gain a full understanding of help desk operations, allowing them to make more effective staffing decisions and handle tickets more efficiently.

OSTicket Demo

What We Serve?

1. Application Consultation For OSTicket Open Source Software.

AssistNix provides complete Open Source software Open Cart consulting services, including development, modification, installation, integration, content management systems, and maintenance. We have vast experience in software development and large-scale open-source web development for our global clients. We've built some of the most stable, secure, high-performance, and dynamic online apps using the open-source platform.

2. OSTicket On-Premises Installation And Configuration.

AssistNix will lead you through all of the essential steps, install all of the necessary libraries and dependencies, and install the OpenCart app in our installation package. Allows you to install and configure the program as well as the servers needed to run it. Our team ensures that everything is taken care of for you.

3. Issues Fixes On Self Hosted Servers

The server on which your open project is hosted is crucial. If the server fails, everything goes down, so proper configuration of all components is vital if you want to achieve high speed and uptime. As a consequence, if you have an issue, we will take care of it. At AssistNix, we also provide self-hosted server maintenance, so you won't have any issues.

4. OSTicket Application SaaS Hosting

At AssistNix, we also provide OpenCart application hosting. Our services are computing platforms that make it possible to distribute OpenCart over the Internet. We offer a platform for almost any type of software, including content management, web development, database administration, and email management.

5. OSTicket User Guide & Application Use

The expert team of specialists at AssistNix will create a detailed guide for you on how to use the OpenCart app. We provide a well-designed, user-friendly guide to help you get the most out of your visit. This user guide will not only help you learn how to use the application, but it will also help you discover a new function you haven't used before and solve a specific problem it may have.

Key Features Of OSTicket

OSTicket has all the features you need to accelerate your business growth and provide exceptional customer experiences.

Custom fields

Allow users to customize data when they submit a ticket.

Custom Queues and Columns

Some queries can be customized to show tickets according to a specific set of criteria. When you view the ticket tab, a custom column is hidden by default

Ticket Filters

Using them, you can assign tickets to specific agents and trigger actions when they arrive at the right department.

Help Topics

Customizing email help topics allows you to send inquiries to the appropriate department for a fast and efficient response.

Avoiding Agent Collision

A locking mechanism to prevent conflict or duplication of response during the response process.

Assign, Referral and Transfer

Make sure tickets are routed correctly and handled by the right department, or assign specific agents to work on the tickets.

Auto-Responder

This Lets you configure an automatic reply to be sent whenever a ticket or email is opened.

Thread Action

Agents are able to open or close tickets or tasks based on the entry for the task or ticket.

The Service Level Agreement

End-users have access to an online archive of support requests and responses.

Advanced Search

Using this feature, you can narrow your search criteria.

Tasks

Agents can set up their own to-do lists.

OSTicket Installation

Ensure that your system is up-to-date with the latest packages.

sudo apt-get update sudo apt-get upgrade. Download and install osTicket for Ubuntu 20.04/18.04

So that we finish installing osTicket, let's use the UI to set it up.  Log on to your favorite browser and go to http://domain.com. Click Continue when all requirements have been met. Click the "Install Now" button to complete the installation process.

To remove write access from ost-config.php, change the permissions. Sudo chmod 0644 /var/www/osTicket/upload/include/ost-config.php. Sudo rm -rf /var/www/osTicket/upload/setup/. Log in using domain.com/scp to access the staff control panel (backend system)

How To Install OSTicket On Ubuntu / PHP

Ubuntu Update system

# sudo apt-get update
# sudo apt-get upgrade

You can also set server hostname ( Optional):

# sudo hostnamectl set-hostname osticket.computingforgeeks.com

Install Apache2

# sudo apt update
# sudo apt install apache2

service commands

# sudo systemctl stop apache2.service
# sudo systemctl start apache2.service
# sudo systemctl enable apache2.service

Install MariaDB

# sudo apt-get install mariadb-server mariadb-client

Service commands

# sudo systemctl stop mysql.service
# sudo systemctl start mysql.service
# sudo systemctl enable mysql.service
#sudo mysql_secure_installation

When prompted, answer the questions below by following the guide.

Enter current password for root (enter for none): Just press the Enter

Set root password? [Y/n]: Y
New password: Enter password
Re-enter new password: Repeat password
Remove anonymous users? [Y/n]: Y
Disallow root login remotely? [Y/n]: Y
Remove test database and access to it? [Y/n]:  Y
Reload privilege tables now? [Y/n]:  Y
Restart MariaDB server
# sudo systemctl restart mysql.service

Install PHP 7.1 and Related Modules

# sudo apt-get install software-properties-common
# sudo add-apt-repository ppa:ondrej/php
# sudo apt update

Install php modules

# sudo apt install php7.1 libapache2-mod-php7.1 php7.1-common php7.1-imap php7.1-memcached php7.1-mbstring php7.1-mcrypt php7.1-xmlrpc php7.1-soap php7.1-gd php7.1-xml php7.1-intl php7.1-mysql php7.1-cli php7.1-ldap php7.1-zip php7.1-curl memcached
# sudo apt-get install php php7.1-{fpm,pear,imap,apcu,intl,cgi,common,mbstring,net-socket,gd,xml-util,mysql,bcmath}

Download and Install osTicket

# 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 -
# unzip osTicket-v*.zip -d osTicket
# sudo mv osTicket /var/www/
# cd /var/www/osTicket/upload/include
# sudo cp ost-sampleconfig.php ost-config.php

Set permissions

# sudo chown -R www-data:www-data /var/www/

Configure Apache Web Server

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

Add content:

<VirtualHost *:80>
ServerAdmin [email protected]
DocumentRoot /var/www/osTicket/upload
ServerName osticket.computingforgeeks.com
ServerAlias www.osticket.computingforgeeks.com
<Directory /var/www/osTicket/>
Options FollowSymlinks
AllowOverride All
Require all granted
</Directory>
ErrorLog ${APACHE_LOG_DIR}/osticket_error.log
CustomLog ${APACHE_LOG_DIR}/osticket_access.log combined
</VirtualHost>

Replace:

osticket.computingforgeeks.com with your domain name.
/var/www/osTicket/upload with the path to your osTicket files.

Confirm config syntax:

# sudo apachectl -t
# sudo systemctl restart apache2

Install and configure osTicket

Open http://domain.com in your favorite web browser

Requirements satisfaction on Ubuntu

Confirm that all requirements are satisfied and click Continue.

Fill all required information and click “Install Now” button

On successful installation, you will get below page:

Now change the permission of ost-config.php to remove write access as shown below.

# sudo chmod 0644 /var/www/osTicket/upload/include/ost-config.php

Remove setup

# sudo rm -rf /var/www/osTicket/upload/setup/

How To Install Osticket On CentOS

Update system

# sudo yum -y update
# sudo yum -y install yum-utils

You can also set server hostname ( Optional):

# sudo hostnamectl set-hostname osticket.computingforgeeks.com

Install and Configure MariaDB database

# sudo yum -y install @mariadb
# sudo systemctl enable --now mariadb
# sudo mysql_secure_installation
Set root password? [Y/n]: Y
New password: Enter password
Re-enter new password: Repeat password
Remove anonymous users? [Y/n]: Y
Disallow root login remotely? [Y/n]: Y
Remove test database and access to it? [Y/n]:  Y
Reload privilege tables now? [Y/n]:  Y
Restart MariaDB server
# sudo systemctl restart mysql.service

Install Apache Web Server

# sudo yum -y install httpd
# sudo systemctl enable --now httpd

Install PHP

# sudo dnf -y install https://dl.fedoraproject.org/pub/epel/epel-release-latest-8.noarch.rpm
# sudo dnf -y install https://rpms.remirepo.net/enterprise/remi-release-8.rpm
# sudo dnf -y install yum-utils
# sudo dnf module reset php

Enable PHP 7.4 module:

# sudo dnf module install php:remi-7.4 -y

Install other PHP 7.4 extensions:

# sudo dnf -y install wget php php-{pear,cgi,common,curl,mbstring,gd,mysqlnd,gettext,bcmath,json,xml,fpm,intl,zip,imap,apcu}

Download and Install osTicket

# sudo yum -y install curl wget unzip vim
# 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 -
# unzip osTicket-v*.zip -d osTicket
# sudo mv osTicket /var/www/

Next create an osTicket configuration file:

# sudo cp /var/www/osTicket/upload/include/ost-sampleconfig.php /var/www/osTicket/upload/include/ost-config.php 

Change ownership of osTicket web directory to apache user and group.

# sudo chown -R apache:apache /var/www/osTicket

Configure Apache Web Server

# sudo vim /etc/httpd/conf.d/osticket.conf

Add and modify the following contents.

<VirtualHost *:80>
ServerAdmin [email protected]ple.com
DocumentRoot /var/www/osTicket/upload
ServerName osticket.example.com
ServerAlias www.osticket.example.com
<Directory /var/www/osTicket/>
Options FollowSymlinks
AllowOverride All
Require all granted
</Directory>

ErrorLog /var/log/httpd/osticket_error.log
CustomLog /var/log/httpd/osticket_access.log combined
</VirtualHost>

Replace:

[email protected] with website admin email address
osticket.example.com with your domain name.
/var/www/osTicket/upload with the path to your osTicket files.

Confirm config syntax:

# sudo apachectl -t

Enable php-fpm service:

# sudo systemctl enable --now php-fpm

If you have SELinux in enforcing mode, then label file contexts correctly:

# sudo setsebool -P httpd_can_network_connect 1
# semanage fcontext -a -t httpd_sys_rw_content_t "/var/www/osTicket(/.*)?"
# sudo restorecon -Rv /var/www/osTicket/

Restart httpd service:

# sudo systemctl restart httpd

Open http and https ports in the firwalld:

# sudo firewall-cmd --add-service={http,https} --permanent
# sudo firewall-cmd --reload

Install and configure osTicket

finalize the installation by visiting the osTicket Web console on http://osticket.example.com in your web browser.

Fill the required information:

Under “Database Settings” provide database connection details

MySQL Database: osticket_db
MySQL Username: osticket_user
MySQL Password: [email protected]

Then click “Install Now” button to start installation.
On successful installation, you will get below page:

Now change the permission of ost-config.php to remove write access as shown below.

# sudo chmod 0644 /var/www/osTicket/upload/include/ost-config.php

Also, remove setup directory:

# sudo rm -rf /var/www/osTicket/upload/setup/

How To Use An Osticket?

Several open-source support systems are available for creating a help desk, but OSticket might be right for you. OSticket is an easy-to-use PHP script that can be integrated into any website providing customer support, as well as an internal support system for small businesses. Some of the features OSticket supports include:

Ticket submissions can be made by e-mail or online form.

Customers will receive an automatic response. Let the sender know that they have received the ticket.

Ticket assignments should be based on staff and should be able to be transferred when escalation is required.

Record all tickets.

FAQs For OSTicket Applications

1. What kind of services does Assistnix provide?

At AssistNix, we offer a complete consulting service for open source applications, like Osticket, in addition to installing and configuring Osticket on-site. If you have issues with your self-hosted server, we offer services to fix the problems, so that you will not face any issues. Apart from all this, we also offer highly professional and trustworthy Magento hosting services. These services can be enjoyed at very low rates as well. The quality of our services is never compromised in our effort to offer affordable rates.

2. Are there Assistnix demos or trial versions available?

There is a demo or trial version of AssistNix available for download. Our trial and demo services have been made available to the general public so that those who are unsure whether they would like to utilize our service can try it out for free.

With AssistNix, you can view a demo of your favourite open source application in real time, with demos of all major open source applications, we provide hosting space and support for community-driven apps. AssistNix provides applications, security, and compliance consultation, maintenance, and support well suited to the specific needs of your organization.

Using our expertise, you can spend your time on business expansion instead of managing applications. You don't need to spend precious time managing infrastructure or specifications because we provide product and technology services.

3. How can I receive Assistnix support?

Contacting AssistNix is a simple and straightforward process. We offer several ways for our clients to reach out to us. According to your membership level, you may contact us by email, phone, via our support portal, or via our support forums. You can always count on our team to provide you with the assistance you need. We will take care of any problem you're experiencing. Our team will respond as soon as possible no matter how you contact us.

4. List of open-source projects and CRM software on which AssistNix provides support systems.

SuiteCRM, EspoCRM, Focalboard, Redmine, Odoo CRM, Zurmo, OpenCart, Magneto CMS, Osticket, PHPlist, Joomla, Zabbix, Drupal, PHP Server Monitor, OrangeHRM, and Sentrigfugo HRM are among the open-source and CRM projects that AssistNix supports. As a result, AssistNix offers help for a variety of open source and CRM software. Our team of expert specialists is capable of handling any program with maximum precision. You may count on our organization to provide prompt and effective support for any of these programs.

5. How is AssistNix teamwork?

All our staff members have high level skills and experience. They always pay attention to every detail when providing services to clients. Please contact us if you would like to have a chance to trial our service so that you can see how we work. You will receive consulting services, hosting services, and distribution of open source software from us. Support is provided to all our customers from the starting point until the end of the project. If you have any questions or concerns, please feel free to contact us at any time.

6. Is Assistnix provide free services?

AssistNix does not offer free services. Payment is required in order to use the service. One of the best things about our service is that it is very affordable. Therefore, you need not worry about your budget when taking advantage of our impeccable services. You can be assured that our highly professional and impeccable services will not break your budget. But there is no free service available at AssistNix. For a free trial, you can test out our service to see if it's worth it. If you think it's worth it, you can make a purchase from us.

7. What is the pricing of AssistNix?

AssistNix prices are very reasonable, as mentioned previously. If you choose to use our services, you will be pleasantly surprised. A budget estimate will be prepared for you when you come to us. We promise not to go over that budget estimate. If there are small variations from the estimate budget, we will inform you first. We maintain an extremely transparent pricing system so that our customers know exactly what they are paying for. We offer very affordable services at AssistNix, so contact us today.

8. List of open source projects and CRM software on which AssistNix provides support systems.

With AssistNix, you can examine any open source demo online, which can save you time and help you to save resources, which includes demos for the most popular open source applications. We deliver technology and product services, so you don't have to worry about managing infrastructure or specifications.

Project management softwares, you can get supports from AssistNix:

● Focalboard

● OpenProject

● RedMine

Ecommerce Platform, you can get supports from AssistNix:

● Opencart

● Magento CMS

● osCommerce

CRM Platform, you can get supports from AssistNix:

● SuiteCRM

● Odoo CRM

● Espo CRM

9. What are the technical requirements

The OSTicket app is a web application that does not have a platform dependence, which allows it to be used on any operating system. In order to run OSTicket, these prerequisites must be installed:

● Web Server: Apache or IIS

● MySQL Database: 5.0+ (5.5 recommended)

● PHP Version: 7.2+ (7.4 recommended)

If you still have trouble after meeting the above requirements, you can ask the community for assistance or you can hire us.

10. Are there any costs associated with using osTicket?

osTicket is an open-source software that is 100% free to use. This software is released under the GNU General Public License, which means it can be downloaded, used, modified, and shared by anyone. We offer hosting and professional services as well as commercial customer support to those who require it.

11. I'm having a problem with (company using osTicket). Can you help?

As far as we know, we do not have contact details or business relationships with third parties using OSTicket as a customer support service. We suggest you reach out to the vendor or company directly.

OSTicket - AssistNix
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