osTicket

osTicket is a ticketing system for support teams that handles requests from a customer web form and from email. Staff work from a dashboard with queues, assignment, canned responses, SLA targets, internal notes and a knowledge base, while automations send auto-replies and route messages to the right agent.

Small help desks use it to replace scattered inboxes with something measurable, and it suits teams that want a familiar support workflow without a heavyweight vendor contract.

Since it runs on your own server, customer conversations and attachments stay internal, there is no per-agent subscription, and a database dump restores the full ticket history.