osTicket

Website

osticket.com

$ Details

Categories

#Customer Support #Customer Service #Help Desk #Live Chat

tawk.to

Website

tawk.to

$ Details

-

Categories

#Customer Support #Customer Service #Help Desk #Live Chat

osTicket features and specs

• Open Source
  osTicket is open-source, which means it is free to use and allows for extensive customization.
• Customizable Fields and Forms
  The platform provides the ability to add custom fields and forms, making ticket management flexible to meet specific business needs.
• Email Integration
  osTicket supports email integration, allowing users to create tickets directly from incoming emails.
• Multi-Language Support
  The system supports multiple languages, making it suitable for international teams.
• Ticket Filters
  Powerful ticket filtering allows for better organization and prioritization of incoming tickets.
• Reports and Dashboards
  Built-in reporting tools and dashboards help track performance metrics and identify trends.
• User and Role Management
  Fine-grained user and role management allows administrators to control who has access to different parts of the system.
• Community Support
  Having a large community of users and developers can be a great resource for troubleshooting issues and sharing best practices.

Possible disadvantages of osTicket

• Complex Setup
  Initial setup and configuration can be complicated, especially for users without technical expertise.
• Limited Advanced Reporting
  While osTicket includes basic reporting features, it may not be robust enough for more advanced analytics needs.
• User Interface
  The user interface is functional but might appear outdated and less intuitive compared to newer platforms.
• Self-Hosted Only
  As an open-source solution, it requires self-hosting, which may necessitate additional resources for server management and maintenance.
• Lack of Real-Time Updates
  osTicket does not offer real-time updates, which can delay the notification of ticket changes.
• No Mobile App
  There is no official mobile app, making it less convenient to manage tickets on the go.
• Limited Integration Options
  Unlike some commercial products, osTicket has fewer options for integrating with third-party applications.

tawk.to features and specs

• Free Plan
  tawk.to offers a fully-featured free plan that includes unlimited agents, chat history, and more. This is beneficial for small businesses and startups that want a cost-effective solution.
• Customizable Widget
  The chat widget is highly customizable, allowing businesses to tailor its appearance and functionality to match their branding and user experience needs.
• Multilingual Support
  tawk.to supports multiple languages, making it a versatile tool for businesses that operate in diverse markets.
• Integration with Other Tools
  The platform integrates seamlessly with various third-party tools and services, including CMS, CRM systems, and social media platforms, streamlining business operations.
• Mobile App
  tawk.to offers a mobile app for both iOS and Android, allowing customer service teams to manage chats and assist customers on the go.
• Reports and Analytics
  The platform provides comprehensive reports and analytics, giving businesses insights into customer interactions and agent performance.

Possible disadvantages of tawk.to

• Limited Features on Free Plan
  While the free plan is robust, some premium features such as white-labeling, video and voice chat are only available on paid tiers.
• No Automation Features
  tawk.to lacks advanced automation features such as chatbots, which are available in some competing live chat solutions.
• User Interface Complexity
  Some users find the user interface to be complicated and not as intuitive as other live chat solutions, which can result in a steeper learning curve.
• Customer Support
  While tawk.to offers a comprehensive help center, some users have reported that response times from customer support can be slow during peak times.
• Dependency on Internet Connection
  Like most cloud-based services, tawk.to depends on a stable internet connection. Downtime or slow internet can severely hamper its functionality.

What's New in osTicket Version 1.14?

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Tawk.to review — unbelievably rich live chat software for free

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