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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.
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).
Websites using osTicket must obtain user consent under GDPR regulations.
DPIA considerations
DPIA recommended if processing sensitive support data. All data under organisational control. Assess: ticket content sensitivity, email integration, user accounts, file attachments, data retention.
Sample consent text
This site uses osTicket for support. All data is stored on our own servers. Please refer to our privacy policy.
Third-party domains contacted
osticket.comCookies placed
| Name | Type | Duration | Purpose |
|---|---|---|---|
| PHPSESSID | authentication | Session | PHP session cookie for authenticated osTicket access. |
| OSTSESSID | authentication | 30 days | osTicket persistent login cookie. |
osTicket uses cookies for user preferences — inform visitors with a consent banner.
PHPSESSID session cookie. Optional remember me cookie. No third party cookies.
Not for internal support. If customer portal is public, session cookies may need ePrivacy notice.
Contract performance or legitimate interest. No third party processing.
None. Fully self hosted.
If processing sensitive support data at scale.
HTTPS, authentication, RBAC, retention, train agents.
Zammad, OTRS/Znuny, FreeScout, Request Tracker.
Document PHPSESSID if public portal. No third party processing to disclose.