The right ticketing system is mandatory for your business needs And when it comes to getting the best ticketing system, osTicket is the well-known preferred option for all. The osTicket system makes the way easier for internal and external customers to get support from their preferred channels. Because of its seamless integration of inquiries, it is widely used by thousands of customers in over 190 countries.
The osTicket system has a lot of extensive features and plugins that would remarkably help businesses to grow. In this blog, we will discuss osTicket plugins that you should know for your support system.
Let’s dive into the blog and stay tuned with us till the end
What is the osTicket Support System?
The osTicket system is a widely used open-source help-desk supporting system to organize, manage, and respond to the services-related queries of customers. It has a whole suite of features that provide customer support at a fraction of the cost.
Because of its extensive services, it has become one of the popular choices for help-desk companies across the globe. The core features and plugins can remarkably enhance your business support system and let your customers interact with you seamlessly.
Core Features of the osTicket System
- Separate Customer Portal
- Easy to use and customized
- Smooth Interface
- Help topics
- Dashboard reports
- Configurable reports
- Auto-responder
- Ticket filters
- Advanced search
What are osTicket Plugins?
Plugins are the piece of software that extends the core functionality of any software. The help-desk system offers plugins that support the creation of new tickets by API.
Some reasons to have plugins for business
- It allows third-party developers to construct software components that extend the functionalities of applications.
- Plugins easily integrate new features
- Doesn’t increase the application size and complexity
- Allows the developers to manage the core functions separately.
Check out some excellent osTicket Plugins for your support system
Top osTicket Plugins For Your Support System
Attachment in S3
Attachment in S3 is one of the best plugins of osTicket system that is widely used. The attachment in the S3 plugin allows you to store the attachments in S3 instead of the database.
You can store any kind of file including images, documents, and videos. Being durable and fast, the plugin is basically designed to scale large amounts of data for storage. It can also be used for storing complex things like hosting a static HTML site.
Steps to Install the Attachment S3 Plugin :
First, download the plugin from the osTicket Website
Select the appropriate version of osTicket before heading to the plugin section
Start downloading the plugin
Once downloaded, give appropriate file permissions to the plugin so that the server can read and execute
Finally, you can install your plugin by logging into the helpdesk portal
Help Desk Audit
The audit log plugin helps the administrators track what agents and users doing in the helpdesk. The plugin has many more capabilities. The plugin can consistently keep track of the system changes and manage the system effectively. The plugin even shows the audit logs for those tickets being viewed and resolved.
Steps to Install the Attachment S3 Plugin :
First, download the plugin from the osTicket official website
Select the appropriate version of osTicket before heading to the plugin section
Start downloading the plugin
Once downloaded, give appropriate file permissions to the plugin so that the server can read and execute
Finally, you can install your plugin by logging into the helpdesk portal
After installing the plugin, you can enable the plugin by clicking on the name of that installed plugin
Once you installed the plugin, configure it by going to the admin panel, and then you can add new instances
Besides these, there are several types of audits
Viewing Audits
As the name suggests, this plugin is used for viewing audits. It lets us see the audits from different places in the system and can be exported as a CSV file. There are various types of Audit reports including :
User Audit
Agent Audits
Ticket Audits
Dashboard Audits
User Audits
The plugin lets the agents see every action the user performs on the tickets. It provides all the user information on the system. You can access the user edits by going to the user directory, selecting the users, and going to the user audit tab. In this place, you can get to see the user performance on the help desk system and details about their tickets.
Admin Panel ➡User Directory ➡ Select Users ➡ User Audit Tab
Agent Audits
This section lets you see every action performed by agents on the system. You can track the details of your agent here. You can access this by going to the admin panel and there you can see the agent tab, click on that and then select your agent and go to the agent audit tab. Here, you can see the backend activities as well as the activities of tickets.
Admin Panel ➡ Agent Tab ➡ Select Agent ➡ Agent Audit Tab
Ticket Audits
In this section, you will get to examine the status of the ticket. Whatever action has been performed on the ticket will be shown here. Each ticket will contain its own audit log changing status, referrals, field edits, and many more. The ticket’s status can be accessed by clicking the ticket option, you will get to see more options, then click on that dropdown and select “View Audit Logs”.
Tickets ➡ DropDown Tab ➡ More ➡ View Audit Logs
Dashboards Audits
The dashboard audit will let the agents explore the report precisely. Here, agents can view the reports as per their requirements. They get more options to analyze the report from every angle. The agents get the option to put the date range and choose the type of object they want to view or a specific type of event they want to see in the report. The dashboard audit can be viewed by clicking on the Admin panel then the dashboard tab and then viewing audit logs.
Admin Panel ➡ Dashboard Tab ➡ View Audit Logs
Two-Factor Authentication
The two-factor authentication or 2FA is the process of authentication, where you need to provide multifactor authentication. Here, you have to provide two factors to gain access. For example, the first factor can be username and password while another factor can be biometrics or fingerprint.
The plugin allows the agents to use an authentication application of their choice on mobile devices. The 2FA authentication is required, it prevents unauthorized users from accessing the system even if they have having username and password.
This plugin requires a downloading authentication app on your mobile device. Note that, different authentication apps are required for IOS or Android versions
Password Management Policies
The password management policy plugin in OsTicket allows users to manage the administrations to set the custom requirements for users’ and agents’ passwords. The plugin enables the helpdesk agents to implement custom password requirements for agents as well as users at the help desk.
Steps to Install the Password Management Plugin :
- First, download the plugin from the osTicket Website
- Select the appropriate version of osTicket before heading to the plugin section
- Start downloading the plugin
- Once downloaded, upload the plugin to your web server
- Make sure to give appropriate file permissions
Now install the plugin by
Admin panel ➡ Manage ➡ Plugins ➡ Add New Plugins
You can enable the password management policy plugin by clicking on the name of that plugin
The various password configurations include:
Minimum Length
The password must have to meet the minimum length criteria, then only the password will be applicable to the system.
Character Classes Required
Password must meet the character’s requirements. The characters include uppercase characters, lowercase characters, numbers as well and special characters ($%@&#!).
Password Strength
For password strength, you can choose any strength but make sure the password length is strong or good enough. Your password is determined by the specific characters used, case of characters like lowercase, and uppercase as well as the length of the password.
Note: You can increase the length of the password by simply adding different classes and special characters.
Enforce on Login
Enforce login is done for better security. As an admin, you can force all the members to log in via Google or SAML SSO. If you choose to enforce the password, then the plugin will be prompted to update the password to meet the requirements before entering the helpdesk system.
Once the password configuration has been done, the administrator will choose the policy for the users and agents.
Attachments on File System
The attachments on the file system plugin enable you to store a heavy amount of data directly in the filesystem or folders instead of storing it in the database. One of the good options for the system having heavy loading of files or images for storage in the database.
Steps to Install the Attachment on File System Plugins :
- First, download the plugin from the osTicket Website
- Select the appropriate version of osTicket before heading to the plugin section
- Start downloading the plugin
- Once downloaded, upload the plugin to your web server
- Make sure to give appropriate file permissions
Now install the plugin by
Admin panel ➡ Manage ➡ Plugins ➡ Add New Plugins
You can enable the plugin by clicking on the name of that plugin
osTicket WP Bridge
This plugin is one of the helpful support ticket system. The system lets you become more productive when it comes to providing support to your customers. The WordPress plugins let your system integrate the osTicket in your system and provide support for your business. The plugins save you time in the process.
The osTicket WP bridge lets your system install osTicket and WordPress together. The system lets you reply and respond to the user request without having to log in to the admin area of osTicket.
Integrate osTicket into your WordPress site through these steps
- Install osTicket wp-bridge folder to the wp-content/plugins/directory
- Activate the plugins through the “plugins” in WordPress
- For plugin settings go to Dashboard osTicket Config
- For plugin settings go to Dashboard-osTicket-EmailTemplates
Key4ce osTicket Bridge
This is another plugin for osTicket uses. This is the rebuild of the original osTicket WP bridge because the original plugin was no longer developed, which is why a new plugin was made. This plugin is mainly developed for the osTicket users. It displays open tickets and lets you handle them within your site. It is even compatible with the osTicket version of 1.8 and 1.9. It helps you to become more productive for your users.
Basic Features of these Plugins
- Suitable with osTicket 1.9.3 and 1.10
- Can be easily integrated with the WordPress
- Multiple file accessories
- HTML Email templates
- Multi-language support
- Create tickets like Admin
- Admin internal information from osTicket
osTicket Connector
This WordPress plugin works with the help of API. This WP plugin supports the creation of new tickets in the osTicket system by using the osTicket API. It supports the contact forms and sends emails to get the data of the forms. The osTicket API is used as a simple XML or JSON over HTTP. This API supports only ticket creation.
How Authentication is done?
Authentication via API is done by API keys configured inside the admin panel. These APIs can be created and managed by the admin panel. You can generate a new API by using add new API function. All keys are valid for the HTTP API.
Configuration
Configure osTicket support system to access the API for the WordPress
Now, you can set up the form and input the attribute value of the tag name. It will let the data map to osTicket API data template correctly.
When using the contact form, you can add a hidden input with a name specified in the “Form Identifier”.
You can install this plugin by these steps
- Go to Plugins ➡Add new ➡search for “scand-osTicket-connector”
- Press the “Install Now” button for the “osticket connector plugins”
- Then Press the “Activate” button
You can even manually by uploading the “scand-osTicket-connector” directory to the “/wp-content/plugins/” directory
Then activate the plugins through the “plugins” menu in WordPress.
The Conclusion
So, here we came to the end of this blog. Hope you have liked all our information. The ticket management system osTicket help-desk system offers various plugins so that the developers can add new functionalities to the structure. The above mentioned plugins are extremely important and easy to use and let you add custom features.
If you want to develop a support help-desk system for your business, then contact UPSQODE – the top-rated marketing agency, that helps you to customize the tool and simplifies the customer resolving queries for your system.
FAQs
What is Ticket Management software?
The ticket management refers to the process of help desks that collect requests and track tickets. The system allows users to track, manage, organize, and resolve tickets.
What is osTicket system?
The osTicket is an open-source help desk management system that offers ticket management to companies. The system can be easily deployed and suited for small and midsize enterprises.
What is the use of osTicket system?
The open-source help desk system helps you to easily scale and streamline customer service and drastically improve your customer experience with the system.
What is the purpose of osTicket?
The help-desk system seamlessly integrates inquiries created via e-mail, phone, and web-based forms into a simple easy-to-use multi-user interface.