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Customer support

osTicket

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osTicket is a free, open source support ticketing system written in PHP. It provides email based ticket creation, custom forms, SLA management, and agent dashboards. Fully self hosted with no cloud offering, osTicket gives organisations complete data sovereignty over customer support data.

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Overview

What does osTicket do?

What Is osTicket?

osTicket is a free open source support ticketing system. It provides email ticket creation, custom forms, SLA management, and agent dashboards. Fully self hosted with no cloud service. Session cookies for authenticated users. No third party processing. Legal basis: contract or legitimate interest. Steps: HTTPS, authentication, data retention, DPIA if sensitive support data. Maximum data sovereignty. Alternatives: Zammad, OTRS/Znuny, FreeScout, Help Scout (SaaS).

Compliance

osTicket and the GDPR

Legal basis
Contract performance (Art. 6(1)(b)) or legitimate interest (Art. 6(1)(f)) for support operations
Risk level
low
Applicable regulations
GDPR, ePrivacy (depends on deployment)

Impact assessment (DPIA)

DPIA recommended if processing sensitive support data. All data under organisational control. Assess: ticket content sensitivity, email integration, user accounts, file attachments, data retention.

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This site uses osTicket for support. All data is stored on our own servers. Please refer to our privacy policy.
Cookies and trackers

What osTicket sets and contacts

Tracking method
self hosted PHP ticketing system, session cookies, CSRF tokens, ticket content storage, email piping
Server location
Self hosted: customer controlled (no cloud offering from osTicket project)
Cookieless mode available
Yes

Cookies set (2)

NameTypeDurationPurpose
PHPSESSIDauthenticationSessionPHP session cookie for authenticated osTicket access.
OSTSESSIDauthentication30 daysosTicket persistent login cookie.

Third-party domains contacted (1)

  • osticket.com
Questions

Frequently asked questions about osTicket

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Cookies?

PHPSESSID session cookie. Optional remember me cookie. No third party cookies.

Consent required?

Not for internal support. If customer portal is public, session cookies may need ePrivacy notice.

Legal basis?

Contract performance or legitimate interest. No third party processing.

Transfers?

None. Fully self hosted.

DPIA?

If processing sensitive support data at scale.

Compliance?

HTTPS, authentication, RBAC, retention, train agents.

Alternatives?

Zammad, OTRS/Znuny, FreeScout, Request Tracker.

Cookie policy?

Document PHPSESSID if public portal. No third party processing to disclose.

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