osTicket

It's an attractive alternative to high-cost and complex customer support systems.

What is new in this release:

• Update user information for existing users when importing CSV.
• Agent names are consistently formatted and sorted throughout the system.
• Memcache session backend support. (See include/ost-sampleconfig.php).
• Email domain validation includes DNS record verification.
• Make ticket queue selection sticky.

What is new in version 1.9.8.1:

• Update user information for existing users when importing CSV.
• Agent names are consistently formatted and sorted throughout the system.
• Memcache session backend support. (See include/ost-sampleconfig.php).
• Email domain validation includes DNS record verification.
• Make ticket queue selection sticky.

What is new in version 1.9.7:

• Remote IP is logged for staff replies
• Add option to require client login to view knowledge base
• Internal activity alert, replacing the internal note alert, includes alerts of responses made by other agents
• Email system now uses LF instead of CRLF as the default
• Mass actions for user directory
• Unassign tickets on transfer if current assignee is not a member of the new department and the department has "Restrict assignment to members" enabled

What is new in version 1.9.5.1:

• Added support for organization vars in templates (%{ticket.user.organization...})
• Canned responses feature can now be disabled
• Drop link redirection through l.php
• Use unified file download script. Links can now be shared with external users and accessed without authenticating.
• Ticket filters support matching and banning based on the Reply-To user information

What is new in version 1.9.2:

• Form data entered to custom forms is preserved when switching help topics
• Update to Redactor 9.2.4
• Using canned responses no longer requires [Append] click
• Guests can sign out
• Filter by custom list item properties
• Time selection is based on admin configured time format
• (Optionally) clients can access tickets without clicking email link
• Introduction of signals for mail filter plugins

What is new in version 1.9.0:

• User and Organization Notes
• Form Management
• Client Login and Registration
• External Authentication Support

What is new in version 1.8.0.1:

• Enhancements:
• Allow edit of user on the ticket open page
• Display complete contact information to lookup dialog
• Clarify mysqli extension requirement on install and upgrade pages
• Added option to display unprocessed name (original)
• Bugfixes:
• Fix parser error for PHP < 5.3 on upgrade and install
• Remove dependency on mbstring (for real this time)
• Fix incorrect advanced search hits on some custom fields
• Custom forms require a title (otherwise you can't click on them to edit)
• Update client phone number on ticket view page after update
• Fix regression where validation errors were not shown on new ticket form
• Fix bug where client name and email were not filterable for web submissions
• Fix various autocorrect annoyances
• Performance and Security:
• Improve performance of ticket filtering on some configurations
• Fix possible cross site scripting (XSS) vulnerability on display of contact information values

What is new in version 1.8.0:

• %{response} placeholder is available for new ticket notice, which contains only the response
• Ticket queues now show time of last update with in date+time format
• Claim ticket on response
• Help tips added for custom fields page (more to come)
• Changing user on ticket edit allows creating a new user
• Ticket view page allows changing user to a new user
• Ticket by staff page doesn't require user information for existing users

What is new in version 1.7.1.3:

• Bug fixes:
• Cookie domain cannot have a port number.
• ROOT_PATH is detected on Windows0.
• Do not double encode XML entities in ticket thread titles.
• Display correct template description on edit.

What is new in version 1.7.1:

• Bug fixes reported from the previous release.
• New enhancements and improvements.
• Security related fixe (SVA-2013-826).

What is new in version 1.7.0:

• Ticket Filters Support
• Dashboard Reports
• Canned Attachments
• Database-backed Attachments
• Multi-File Upload Support
• Service Level Agreements
• Client-side Knowledge Base - Searchable FAQs
• Ticket Export Support (PDF/CSV)
• API - JSON/XML/EMAIL Support
• Unicode - Better and more consistent international text handling
• Flexible Template Variables
• CSRF Protection

What is new in version 1.6.0:

• Security related fixes.
• Bug fixes reported from the previous release.
• Captcha support.
• Auto-refresh support.
• Improved email parsing - support for nested mime messages (Apple Mail).
• Improved ticket locking and auto-unlock support.
• New template for staff created tickets.
• Canned/premade response on new ticket page (staff).
• Base variables support on canned/premade responses.
• Session IP binding made optional.
• Other minor improvements.

Requirements:

• PHP 4.4 or higher
• MySQL 4.4 or higher