6 Open-Source Ticketing Systems for Customer Support

Open-source ticketing systems are a cost-effective way to manage customer support. They save on licensing fees, offer full control over data, and allow for customization. Here are six options tailored to different business needs:

• UVdesk: Built for e-commerce, integrates with Shopify, Magento, and more. Supports unlimited agents and offers automation tools like ticket routing.

• osTicket: A widely used system with over 15,000 businesses. Centralizes support channels and offers SLA tracking.

• FreeScout: Lightweight and easy to use with a Gmail-like interface. Modular design allows adding features as needed.

• Zammad: Known for its modern interface and omnichannel support. Includes advanced automation and audit-proof features.

• Faveo: Designed for IT support, integrates with social media and phone systems. Handles complex workflows and SLA management.

• OpenSupports: A simple, API-driven system with unlimited staff support and a built-in knowledge base.

These systems cater to businesses of all sizes, from startups to large enterprises, offering flexibility in deployment and features.

Quick Comparison

Choose the system that aligns with your business size, technical resources, and support needs.

1. UVdesk

UVdesk is a standout in the open-source ticketing world, particularly for businesses in the e-commerce space. Built on Symfony, a PHP framework, UVdesk boasts a strong connection to e-commerce platforms and a feature-rich design. With 17,100 GitHub stars, it bridges customer support with online retail operations, offering seamless integration across various channels.

Multi-Channel Integration

One of UVdesk's key strengths is its ability to consolidate queries from multiple sources - email, web forms, and e-commerce platforms - into a single, user-friendly dashboard. It integrates directly with leading platforms like Shopify, Magento, WooCommerce, Amazon, PrestaShop, and OpenCart. Additionally, it supports WordPress, Joomla, and Odoo CRM for broader compatibility.

Scalability

The open-source version of UVdesk is designed to grow with your business. It allows for unlimited agents, teams, and groups without the burden of per-user licensing fees. This scalability has attracted organizations like the University of Baghdad, the Open University of Sri Lanka, and the National AIDS Commission to rely on UVdesk for their support needs. For hosting, the system requires a minimum setup of 3 GB RAM and a 1 GHz processor.

Automation Capabilities

UVdesk simplifies support management with its automation tools. Its workflows can automatically convert emails into tickets, apply pre-saved replies, and assign tasks based on priorities and tags. By implementing a robust knowledge base within UVdesk, businesses can potentially cut down support inquiries by 40%.

Deployment Options

UVdesk offers flexible deployment solutions. It can be self-hosted on any server running a LAMP or LEMP stack with PHP 7 or higher. For convenience, it supports one-click installation via Softaculous and provides pre-configured AWS AMIs. For businesses seeking managed hosting, UVdesk offers cloud plans starting at $22 per month for two agents. These options make it a versatile choice for companies looking to enhance their customer support systems.

2. osTicket

osTicket stands out as a well-established open-source tool for managing support efficiently. It's a platform trusted by over 15,000 businesses and 5 million users across 190 countries, making it one of the most widely used solutions in its category. Released under the GPL-2.0 license, it offers a cost-effective way to streamline support operations.

Multi-Channel Integration

osTicket brings together support requests from multiple sources - email, web forms, and phone calls - into one centralized web-based interface. It can automatically convert incoming emails into tickets using real-time email piping or POP3/IMAP polling. For businesses needing deeper integration, the platform provides a documented API to create tickets and sync data with external systems. Additionally, a customizable customer portal allows users to submit tickets and track their progress with ease.

Scalability

The self-hosted version of osTicket is designed to grow with your business. It supports unlimited agents and users, eliminating the need for per-user licensing fees. Tickets can be routed to specific departments or teams, which becomes increasingly important as support operations expand.

Automation Features

osTicket's automation tools help streamline repetitive tasks. Its filtering system can automatically route tickets, send predefined responses, and reject certain inquiries based on custom rules. This process can be further optimized through automated ticket tagging to improve categorization accuracy. Service Level Agreements (SLAs) can be set up to track due dates, send alerts for overdue tickets, and escalate issues when deadlines aren't met. A ticket-locking feature prevents multiple agents from responding to the same ticket simultaneously. Auto-responders can also be customized using placeholder variables to include personalized customer or ticket details.

Deployment Options

For those who prefer to self-host, osTicket requires an HTTP server (Apache or IIS), PHP (8.2–8.4), and MySQL (5.5 or newer). Alternatively, the cloud-hosted version, SupportSystem, starts at $12 per agent per month. This managed option includes features like automatic updates, daily backups, and professional onboarding. A 30-day free trial is available for businesses wanting to test the cloud-hosted solution.

3. FreeScout

FreeScout stands out as a lightweight, self-hosted helpdesk solution, offering a simple yet efficient alternative to larger systems like UVdesk and osTicket. Its compact design requires just a 10 MB kit, and it’s built on Laravel, earning it approximately 4,000 stars on GitHub. With support for over 25 languages and a Gmail-like interface, FreeScout minimizes the learning curve for new users.

"The interface of the helpdesk is very slick and neat, it's design and usability is simply the best among all the systems we've checked." – FreeScout Helpdesk

Multi-Channel Integration

FreeScout simplifies multi-channel communication by converting emails into tickets through a shared inbox. It also integrates with popular support platforms like WhatsApp, Facebook, Telegram, and includes a live chat widget. Beyond that, it supports phone call logging and offers official mobile apps for iOS and Android. Notifications can be sent to teams via Slack or Telegram, ensuring seamless communication.

Scalability

This platform is designed to grow with your business. FreeScout supports unlimited agents, tickets, and mailboxes. Its minimal system requirements - PHP 7.0–7.4 and MySQL 5.0+ (or MariaDB/PostgreSQL) - mean it can run on low-cost shared hosting or scale up to robust Kubernetes clusters. For high-demand environments, it offers Redis for caching and Elasticsearch for advanced search functions. Thanks to its modular design, businesses can start with the free core version and add features like SLA tracking or CRM integration as needed.

Automation Capabilities

The Workflows module in FreeScout acts much like Gmail filters. It can automatically sort messages, send predefined replies, and assign tickets based on keywords or sender details. SLA policies help ensure timely responses and resolutions, while collision detection prevents duplicate efforts by notifying agents when someone else is handling the same ticket. Additional features like auto-responders and email commands (e.g., @note, @fwd) simplify routine tasks. Integrations with tools like Zapier and Make further enhance automation by connecting FreeScout to external applications.

Deployment Options

FreeScout is free and open-source under the AGPL-3.0 license. It can be installed using a web installer (compatible with Nginx/Apache), Docker, or Cloudron. Optional modules, such as WhatsApp integration, Knowledge Base, and advanced SLA features, are available for one-time fees ranging from $2.99 to $29. Managed hosting options start at around $9 per month, providing flexibility for businesses of all sizes.

4. Zammad

Zammad provides a helpdesk experience reminiscent of Slack, tailored for open-source ticketing systems. Built on Ruby on Rails and Vue.js, this platform has gained significant recognition, boasting over 5,400 stars on GitHub since its debut in 2016. Supporting over 40 languages, Zammad has found particular favor in industries like banking, largely due to its audit-proof tracking features.

"Zammad is your Swiss Army knife - a web-based, open-source helpdesk and customer support platform packed with features to streamline customer communication." – Zammad Documentation

Multi-Channel Integration

Zammad simplifies communication by consolidating messages from various channels - email, live chat, phone, and social media platforms like Telegram and WhatsApp - into a single, easy-to-navigate interface. Its integration with Microsoft 365 via GraphAPI is especially noteworthy, addressing the gradual discontinuation of basic IMAP/SMTP authentication. The platform also identifies the language of incoming tickets, aiding in routing and automated responses. Plus, its chat-like interface allows agents to handle multiple tickets simultaneously without the hassle of switching browser tabs. This seamless workflow makes Zammad a strong contender for managing high-demand environments.

Scalability

Zammad’s self-hosted version, offered under the GNU AGPLv3 license, supports unlimited agents and users. For organizations with heavy workloads, the platform integrates with Elasticsearch for fast search capabilities and can be deployed via Kubernetes for high availability. The system requires at least 2 CPU cores and 6 GB of RAM, with an additional 4 GB recommended if Elasticsearch is hosted on the same server. Enterprise-level features include LDAP integration, Single Sign-On (SSO), Two-Factor Authentication (2FA), and encryption options like S/MIME or PGP.

Automation Capabilities

Zammad enhances support workflows with robust automation tools. Using macros and templates, it reduces repetitive tasks, while upcoming features in versions 6.x and 7.0 introduce AI-powered tools like summarization, sentiment analysis, and writing assistants. Additional features include SLA escalation, duplicate detection, and automatic language recognition. Notably, version 7.0 will shift exclusively to PostgreSQL, ending support for MySQL/MariaDB.

Deployment Options

You can deploy Zammad through Docker, Kubernetes (using Helm charts), or package managers for CentOS, Debian, and Ubuntu. Alternatively, cloud hosting plans are available, ranging from €5 to €24 per agent per month, with enterprise support packages priced between €2,999 and €10,000 annually. While the setup process - often involving Docker Compose - can be intricate, the platform may encounter performance challenges under extremely high transaction volumes.

5. Faveo

Launched in 2015, Faveo is a Laravel-based ticketing system that has seen over 650,000 downloads and supports more than 5,000 businesses. Its reputation includes being named a 2026 Industry Leader by Capterra.

Multi-Channel Integration

Faveo consolidates communications from email, live chat, and social media platforms like Facebook, Twitter, and LinkedIn into one central dashboard. It even converts WhatsApp messages into support tickets, allowing direct responses from within the system. For phone calls, Faveo integrates with services such as Knowlarity, 3CX, My Operator, and Exotel, automatically creating tickets linked to call recordings.

Scalability

Faveo is built to grow with businesses, handling unlimited agents and ticket volumes in both its open-source and enterprise versions. Minimum hardware requirements include 4vCPU, 8 GiB of RAM, and 40 GiB of storage, though additional resources are recommended for higher ticket volumes or complex workflows. The system uses Redis, Supervisor, and background workers to manage heavy workloads effectively and supports secure user management through LDAP and Active Directory integrations.

Automation Capabilities

With Elea AI, Faveo automates tasks like ticket routing, categorization, and assignment, while AI-powered customer support solutions ensure 24/7 operational efficiency. SLA management tools help teams meet resolution deadlines, often by prioritizing tickets based on customer value, while a built-in knowledge base empowers customers to find answers through articles and FAQs. Gokay Unal from SOLIDWORKS 3D Modeling highlights:

Faveo helpdesk is intuitive and easily customizable to match company branding.

Deployment Options

Faveo offers flexible deployment methods, including Docker, Kubernetes, and traditional packages for platforms like Ubuntu, Debian, RHEL, Rocky Linux, Alma Linux, and Windows (IIS/Apache). Installation is simplified through one-click tools like Softaculous and Fantastico or bash scripts. The Community Edition is free and open-source, while the Freelancer Edition includes enterprise features for up to two agents at no cost. For more advanced needs, the Enterprise and Service Desk editions provide extended functionality, with the latter tailored for IT asset management. This range of deployment options makes Faveo a dependable choice for businesses aiming to scale their customer support operations.

6. OpenSupports

If you're looking for a simpler, API-focused ticketing system, OpenSupports might be worth exploring. It's designed to streamline customer support without unnecessary frills, and its open-source nature has earned it over 1,000 stars and 385 forks on GitHub. Built with JavaScript and PHP, this system focuses on efficiency and ease of use. Developers can further enhance this efficiency by using a summary API to condense long ticket histories.

Multi-Channel Integration

OpenSupports excels at managing customer interactions through a responsive web portal. Customers can submit tickets either by creating an account or through a guest form, making it accessible for various types of users. Thanks to its API-driven design, developers can use registration API keys to integrate ticket submissions and user registrations into their own websites. For better organization, support operations can be divided into departments, with staff assigned to specific areas to ensure tickets go to the right team. Plus, the platform supports 14 languages, including English, Spanish, and German, making it versatile for global use.

Scalability

One of OpenSupports' standout features is its ability to handle unlimited staff members. This means your support team can grow without worrying about per-user fees or limitations. To help teams stay on top of their performance, the system tracks metrics like the percentage of tickets resolved after a single reply - known as "Instant" tickets - giving insights into efficiency.

Automation Features

The platform includes tools like customizable response templates and email notifications to save time. A built-in knowledge base allows teams to create articles and FAQs, giving customers self-service options that can cut down on ticket volume. For security, it offers reCAPTCHA support and role-based permissions, while data management tools include CSV import for user data and file attachments for tickets.

Deployment Options

OpenSupports gives organizations the flexibility to choose between hosting the software on their own servers or using a managed cloud-hosted version. The self-hosted option is free under the GPL-3.0 license, providing full control over the system. Alternatively, an Official Subscription is available for those who prefer a managed hosting solution, which includes technical support from the developers. This dual approach makes OpenSupports adaptable to different organizational needs, whether you want complete control or a hassle-free setup.

Feature Comparison

This section outlines the key differences in deployment, scalability, and use cases among various ticketing systems, helping you decide which one fits your needs.

Breaking Down the Options

For large organizations, Zammad and Faveo stand out with their enterprise-level features. Zammad's audit-proof architecture is particularly suited for banking institutions, while Faveo excels in managing complex ITSM processes.

Medium-sized teams may find UVdesk and osTicket more suitable. UVdesk is tailored for e-commerce scalability, while osTicket offers reliable performance, serving over 15,000 businesses worldwide.

When it comes to resource requirements, Zammad’s Elasticsearch stack needs 4–8 GB of RAM, making it ideal for teams with robust servers. On the other hand, osTicket operates smoothly on basic shared hosting, making it a practical choice for low-resource environments. FreeScout also fits well in such setups due to its lightweight design.

For teams managing high volumes across multiple channels, Zammad’s modern interface and real-time updates are worth the added server requirements.

Deployment Considerations

Organizations prioritizing GDPR compliance and data sovereignty - such as those in healthcare, finance, and government - will benefit from self-hosted options. These deployments ensure full control over data. Conversely, cloud-hosted systems are ideal for teams without dedicated IT resources, as they eliminate the need for manual server maintenance.

Finally, integrating AI capabilities into these platforms can significantly enhance efficiency, reducing ticket resolution times by up to 52%. Open-source systems also allow for deep customization, enabling businesses to tailor workflows to their specific needs.

Conclusion

Open-source ticketing systems provide a cost-conscious, flexible, and secure way to manage customer support. With free and open-source software making up an estimated 70–90% of modern software solutions, these platforms eliminate pricey per-agent licensing fees while giving you full control over your data and workflows.

The six systems discussed - UVdesk, osTicket, FreeScout, Zammad, Faveo, and OpenSupports - cater to different needs:

• osTicket: Perfect for teams seeking a straightforward, stable setup with minimal hardware requirements.

• Zammad: A great fit for mid-to-large enterprises offering modern omnichannel support.

• UVdesk: Tailored for e-commerce businesses with Shopify or Magento integrations.

• Faveo: Known for its strong reporting and SLA management features.

• FreeScout: Ideal for startups wanting a lightweight, Gmail-like interface.

• OpenSupports: Scalable for growing teams.

"Choosing an open-source ticketing system that aligns with your specific needs is more critical than opting for the 'most powerful' solution." - NocoBase

While these systems come with a $0 license fee, it’s essential to calculate the total cost of ownership. This includes server hosting (around $13.50/month) and maintenance labor (about $220/month for two hours of expert time). If your team has 10–15 agents, self-hosting often becomes more economical compared to SaaS. Additionally, consider your technical resources - osTicket runs on basic PHP/MySQL, while Zammad requires a more advanced setup with 4–8 GB of RAM.

For industries like healthcare or finance, data sovereignty is a key factor. Self-hosted open-source solutions ensure customer data stays within your jurisdiction, supporting compliance with regulations like GDPR and avoiding reliance on US-based cloud providers. Plus, integrating AI-powered ticket automation with models like Llama 3 or Mistral locally can enhance efficiency while keeping sensitive data secure and on-premise.