- 1 Introducing osTicket
- 2 Installing osTicket – Fantastico De Luxe
- 3 Installing osTicket – Manually
- 4 OsTicket Management
- 4.1 Preferences
- 4.2 Responses
- 4.3 Categories
- 4.4 User Groups
- 4.5 Representatives
- 5 Backup osTicket
An Open-Source ticketing system, integrated via web and email that will help you communicate and support your clients effectively and with little response time. OsTicket is a free software distributed under yet powerful enough to be your clients’ support system.
Installing osTicket – Fantastico De Luxe
- Step 1: Login to your Admin cPanel http://www.yourdomain.com/cpanel
- Step 2: Locate and click on the Fantastico De Luxe Icon
- Step 3: Under the “Customer Relationship” section, find and click on “osTicket”
- Step 4: In the right panel, select “New Installation”
- Step 5: on page 1 of the installation process, you will be prompted for the installation directory. To have osTicket installed on your website’s main page (http://www.yourdomain.com) leave it blank else, insert the directory of your choice (http://www.yourdomain.com/osticket). Fill out all the required information accordingly and click “Install osTicket”.
- Step 6: A summary of the installation details will be posted. Once read, click “Finish Installation”. You will also the path of your “osTicket” installation.
Installing osTicket – Manually
- Step 1: download the latest version of osTicket from the official website.
- Step 2: Uncompress the downloaded file to a specified directory on your desktop.
- Step 3: Upload the contents of the folder “/upload” (keeping the directories structure intact) to your web hosting account via FTP to a specified directory of your choice (e.g. /osticket).
- Step 4: Login to your Admin cPanel, locate & click on “MySQL Databases”.
- Step 5: Create a MySQL database and save its name along with the username and password for future use.
- Step 6: Using your browser, go to the location of your newly uploaded files: http://www.yourdomain.com/osticket/setup
- Step 7: The “Installation Page” page will be displayed. Fill in the required fields from administrator credentials to database name, username and password. The database credentials are the ones you created earlier in step 5. When you’re done, click on “Install”.
Once osTicket is installed you can manage it from the admin panel. Some settings may be need to be configured before using osTicket fully. You may need to take a look at them via: http://www.yourdomain.com/osticket/admin.php. Use your admin credentials you created on the “Installation Page”.
The preferences section in the admin panel of osticket enables you to control general settings of the system. You may enable/disable attachments and select what type of files could be attached. You can set up the mail settings where you can change the way emails are sent to the clients and tickets open simultaneously. You can also change some miscellaneous settings from the time zone to number of tickets per page, etc.
One of the most important sections of osTicket. This section covers the systems automatic replies to your clients. All you have to do is to set the main format of those predefined replies and the system will take control of the rest. The replies that you can edit are: new ticket reply, new message reply, over ticket limit reply, category transfer notification, and email alert.
Another important section of osTicket. Tickets have different subjects and dividing the tickets into categories will help more manage your system. For example, a ticket could be related to billing, yet another ticket could a technical support ticket, and another one could be a sales inquiry. You don’t want all those tickets to come to one department and then manually categories them. Create main categories and let the user decide which category lies his request. This will increase the response time and the user can address the correct persons.
It is the section where you group the system users according to specific privileges. An administrator can access all the system, while a billing operator cannot access the main system preferences for example. User Groups are created and have customized privileges, and users are added to each group accordingly.
Representatives are the users of the osticket system. Each user has his/her own username and password and is defined a certain “User Group”. An email address is set to every user in order to communicate with him accordingly
- Step 1: Login to your hosting account cPanel, locate and click on the “PhpMyAdmin” icon.
- Step 2: From within PhpMyAdmin, choose the osTicket Database.
- Step 3: On the top menu of the database table list, click on “Export”
- Step 4: In the export options, make sure you:
- “Select All” Tables
- Check “Structures” property.
- Check “Data” property.
- Check “Save as” option
- Step 5: Once you double check that all the options in step 4 are set, click Go and save to the file to your desktop.
Use VNOHosting for the Best osTicket Hosting.
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