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osTicket App

About

osTicket is the world’s most popular customer support software.

Admin Checklist

There are a number of email addresses that need to be fixed up before you can start using osTicket.

  • Change the administrator email (default: admin@server.local) and password. This can be changed under Agents tab.

  • osTicket adds 3 email addresses by default (listed under Emails -> Email Addresses. To use the app, you must change the email addresses below and setup their Outbound (SMTP) configuration. Without SMTP configuration, osTicket uses phpmailer, which does not work on Cloudron. If mailboxes are hosted on Cloudron, see the SMTP Configuration section below.

    • osTicket Alerts <alerts@server.local> - Email address from which Alerts & Notices are sent to Agents. This can be changed in Emails -> Email Settings and Options -> Default Alert Email.
    • noreply@server.local - This is added by default and not used anywhere. Can be removed if you have no use for this.
    • Support <support@server.local> - Email address from which outgoing emails are sent. This can be changed in Emails -> Email Settings and Options -> Default System Email.

  • Change the Admin email address. This is the email address to which System Errors and New Ticket Alerts (if enabled) are sent. This can be changed under Emails -> Email Settings and Options -> Admin's Email Address. If you miss this, osTicket will send alerts to this address and bounces get attached to tickets.

User Management

osTicket is integrated with Cloudron user management. However, osTicket does not support auto creation of user accounts - see this and this for more information.

To workaround agents must be manually added into osTicket before they can login. When adding an agent, choose LDAP as the authentication backend.

Cloudron SMTP Configuration

osTicket can be configured to process emails from mailboxes hosted with or without Cloudron.

When the mailbox is hosted in Cloudron, you can use the IMAP+SSL at port 993 for receiving Email:

To send email, use port 587:

CLI

osTicket comes with a CLI tool for various administrative tasks like managing users. Use the Web Terminal to run the following command:

    sudo -E -u www-data php /app/code/upload/manage.php