{
  "version": "2",
  "generatedAt": "2026-11-03T22:49:39.280Z",
  "listing": {
    "slug": "osTicket--osTicket",
    "name": "osTicket",
    "tagline": "Widely deployed GPL support ticket system whose own API only creates tickets; MCP wrappers need a companion plugin.",
    "shortTagline": "GPL support ticket system",
    "description": "osTicket turns email, phone, and web-form inquiries into tickets for agents, with departments, SLAs, help topics, canned responses, and a knowledge base. It is free under GPL-2.0 with hosted SupportSystem and commercial support from the Builder. The official API is ticket creation only, so agent operability runs through third-party MCP wrappers that depend on an extra osTicket API plugin.",
    "capabilities": [
      "adaptable",
      "operable"
    ],
    "vertical": "support-bookkeeping",
    "alternativeTo": [
      "Zendesk",
      "Freshdesk"
    ],
    "shape": "business-app",
    "formFactor": "web-app",
    "executionModel": "deterministic",
    "provenance": "human-written",
    "codeStack": {
      "languages": [
        "PHP",
        "JavaScript"
      ],
      "frameworks": [],
      "packageManager": null,
      "database": [
        "MySQL"
      ],
      "hostingTarget": [
        "self-host (Apache or IIS)"
      ]
    },
    "modelStack": null,
    "repos": [
      {
        "url": "https://github.com/osTicket/osTicket",
        "owner": "osTicket",
        "name": "osTicket",
        "license": "GPL-2.0",
        "stars": 3903,
        "lastCommit": "2026-06-17"
      }
    ],
    "interface": {
      "kind": "mcp",
      "url": "https://github.com/nks-hub/nks-osticket-mcp",
      "official": false,
      "hosted": "local"
    },
    "operability": "wrapped",
    "recommendedWrapper": {
      "url": "https://github.com/nks-hub/nks-osticket-mcp",
      "reason": "Pushed 2026-08-18 (most recent), 14 tools: tickets CRUD, search, stats, subtickets, attachments; MIT; 1 star. Requires the NKS osTicket API plugin on the osTicket side.",
      "runnerUp": "https://github.com/markus-michalski/claude-mcp-osTicket (4 stars, MIT, pushed 2026-04-01)"
    },
    "reach": [
      {
        "job": "Create tickets",
        "reachable": true,
        "evidence": "official api/tickets.json and api/tickets.email with an API key; wrapper also creates"
      },
      {
        "job": "Search and read tickets",
        "reachable": true,
        "evidence": "wrapper description: search and tickets CRUD, through the NKS API plugin; not possible with the official API"
      },
      {
        "job": "Update status, assign, and close",
        "reachable": true,
        "evidence": "wrapper CRUD over the NKS plugin; official API states no modifications or deletions"
      },
      {
        "job": "Reply to the user or post internal notes",
        "reachable": null,
        "evidence": "wrapper lists CRUD and attachments; reply posting not named"
      },
      {
        "job": "Ticket statistics",
        "reachable": true,
        "evidence": "wrapper description: stats"
      },
      {
        "job": "Knowledge base and FAQ",
        "reachable": false,
        "evidence": "not in the official API or the wrapper description"
      },
      {
        "job": "Help topics, SLAs, ticket filters",
        "reachable": false,
        "evidence": "admin panel configuration only"
      },
      {
        "job": "Agents, teams, departments admin",
        "reachable": false,
        "evidence": "admin panel only"
      },
      {
        "job": "Email piping into tickets",
        "reachable": true,
        "evidence": "api/pipe.php and api/tickets.email accept MIME messages"
      },
      {
        "job": "Customer self-service portal",
        "reachable": false,
        "evidence": "end-user web UI"
      }
    ],
    "editions": [
      {
        "name": "Free (self-hosted)",
        "price": null,
        "open": true,
        "distributions": [
          {
            "kind": "source",
            "url": "https://github.com/osTicket/osTicket"
          },
          {
            "kind": "binary",
            "url": "https://osticket.com/download"
          }
        ]
      },
      {
        "name": "SupportSystem (hosted)",
        "price": null,
        "open": false,
        "distributions": [
          {
            "kind": "hosted",
            "url": "https://supportsystem.com/"
          }
        ]
      }
    ],
    "skills": {
      "kind": "none",
      "paths": [],
      "install": null,
      "note": "No SKILL.md, Claude Code plugin, or published skill found in the repo."
    },
    "customization": {
      "summary": "The installer copies include/ost-sampleconfig.php to include/ost-config.php with DBHOST, DBNAME, DBUSER, SECRET_SALT, ADMIN_EMAIL, TABLE_PREFIX, TRUSTED_PROXIES, and optional SESSION_BACKEND/MEMCACHE_SERVERS. Help topics, departments, SLAs, forms, canned responses, and email accounts are all admin-panel settings. Plugins (include/plugins) extend auth, storage, and the API; language packs are downloaded from osticket.com.",
      "envVars": [],
      "configFiles": [
        "include/ost-config.php",
        "include/ost-sampleconfig.php"
      ],
      "promptFiles": [],
      "effort": "config-only",
      "editCount": 2
    },
    "useWhen": [
      "we need a plain email-to-ticket help desk that thousands of small teams already run and our own IT can host on PHP and MySQL",
      "we mostly need our agent to open tickets from other systems; reading and updating them is a nice-to-have we accept a plugin for"
    ],
    "accounts": [
      "none for self-host; SupportSystem account for the hosted edition"
    ],
    "active": true,
    "lastActivity": "2026-06-17",
    "gotchas": [
      "Official API is creation-only; every read or update path needs a third-party plugin and wrapper",
      "Recommended wrapper has 1 star and depends on the NKS osTicket API plugin being installed",
      "Last push 2026-06-17, inside the window but the slowest of the support picks",
      "GPL-2.0 copyleft"
    ],
    "fit": {
      "adaptable": 2,
      "operable": 1
    },
    "evidence": {
      "formFactor": "README: HTTP server with IIS or Apache, PHP 8.2-8.4, MySQL",
      "executionModel": "no model dependencies",
      "operability": "docs.osticket.com API page: creation of tickets only; nks-hub/nks-osticket-mcp description lists 14 tools over the NKS API",
      "effort": "include/ost-sampleconfig.php defines DBHOST, DBNAME, SECRET_SALT, ADMIN_EMAIL, TRUSTED_PROXIES",
      "editions": "README: completely free, GPL2; commercial support link; SupportSystem hosted edition per sourcing",
      "active": "gh api: pushed 2026-06-17, 3903 stars"
    },
    "confidence": {
      "formFactor": 0.95,
      "executionModel": 0.9,
      "operability": 0.7,
      "effort": 0.85,
      "reach": 0.6,
      "editions": 0.6
    },
    "openQuestions": [
      "SupportSystem hosted pricing (osticket.com/pricing returned 404)",
      "Whether the NKS API plugin is open source and maintained",
      "Reply and note posting through the wrapper"
    ],
    "sources": [
      {
        "url": "https://github.com/osTicket/osTicket",
        "foundBy": "sourcing:support-bookkeeping:curated"
      },
      {
        "url": "https://docs.osticket.com/en/latest/Developer%20Documentation/API/Tickets.html",
        "foundBy": "sourcing:support-bookkeeping:curated"
      },
      {
        "url": "https://github.com/nks-hub/nks-osticket-mcp",
        "foundBy": "sourcing:support-bookkeeping:registries"
      }
    ],
    "research": {
      "stage": "verified",
      "verdict": "unverified",
      "reason": "Real, widely used, config-only to adapt; kept despite 1/2 fit because the support-desk class should show the thin-API case honestly.",
      "disputed": []
    },
    "url": "apps/osTicket--osTicket.html",
    "coverage": "partial",
    "paid": false,
    "source": "research/verified/osTicket--osTicket.json"
  }
}