Budget-Proof Your Helpdesk.
Fixed budgets. Procurement cycles. Data sovereignty mandates.
Per-agent SaaS pricing was not designed for government.
Per-agent pricing doesn’t survive a procurement review.
Government IT budgets are fixed annually, sometimes years in advance. A helpdesk that costs $55/agent/month today will cost more next year when you add staff, and even more the year after that. That kind of unpredictable cost escalation makes SaaS helpdesks difficult to budget, difficult to justify, and difficult to get through procurement.
osTicket Awesome is a flat annual fee. Starting at $149/year, unlimited agents. The number doesn’t change when you add departments, hire seasonal staff, or onboard contractors. Your finance team can budget it once and forget it.
Citizen data belongs on government infrastructure.
Support tickets contain sensitive information: account numbers, case details, internal system credentials, personally identifiable information. For many agencies, storing that data on a third-party cloud vendor’s servers is not an option. It may violate policy, regulation, or both.
osTicket Awesome runs on your infrastructure. Your servers, your database, your encryption, your retention policy. Data never leaves your network. No third-party data processing agreements to negotiate. No vendor access to your citizens’ information.
For agencies subject to data residency requirements, self-hosting means you choose the physical location of every byte.
IT, HR, facilities, public works, finance. Everyone.
In most government organizations, the IT helpdesk is not the only department handling support requests. HR fields employee inquiries. Facilities manages maintenance requests. Public works tracks citizen reports. Finance handles vendor and procurement questions.
With per-agent pricing, only IT gets a helpdesk. Everyone else uses email, spreadsheets, or paper forms.
With osTicket Awesome, every department gets a seat. Custom intake forms route requests to the right team automatically. Help topics separate IT trouble tickets from facilities work orders from HR policy questions. Each department sees only their own queue. One system, one annual cost, unlimited departments.
Connects to the directory you already run.
osTicket Awesome ships with LDAP and Active Directory integration pre-installed. Employees authenticate with their existing government credentials. No separate accounts to provision or manage.
Additional enterprise features included out of the box:
Two-Factor Authentication
Pre-installed. Enforce 2FA for all agents or specific roles.
OAuth2 / SSO
Single sign-on via Microsoft OpenID Connect, Google, or custom OAuth2 providers.
Password Policy Enforcement
Minimum length, complexity, expiration. Configurable in the admin panel.
Audit Logging
Every action tracked. Who did what, when.
Role-Based Access Control
Granular permissions by department, role, and agent.
S3-Compatible Storage
Offload attachments to government-approved object storage.
Government agencies trust osTicket.
osTicket, the open-source engine that powers osTicket Awesome, is used by government agencies worldwide. eHealth Ontario manages provincial health records with it. The Santa Cruz Metropolitan Transit District runs its public-facing customer support on it. State and local departments across the United States use it for internal IT, HR, and facilities support.
What your agency saves.
| Agents | osTicket Awesome | Zendesk Suite Team | Freshdesk Pro |
|---|---|---|---|
| 10 | From $149/yr | $6,600/yr | $5,880/yr |
| 25 | From $149/yr | $16,500/yr | $14,700/yr |
| 50 | From $149/yr | $33,000/yr | $29,400/yr |
| 100 | From $149/yr | $66,000/yr | $58,800/yr |
At 25 agents, the annual savings over Zendesk Suite Team alone could fund two additional staff positions.
Questions from government buyers
osTicket Awesome is self-hosted software, not a cloud service. FedRAMP applies to cloud service providers. Because you host osTicket Awesome on your own infrastructure, the security controls are yours to implement and certify. The software includes tools that support common compliance requirements (2FA, audit logging, role-based access, password policy enforcement), but compliance is determined by your implementation, not by the software alone.
Yes. osTicket Awesome runs on any server with PHP and MySQL/MariaDB. Linux or Windows. Apache, nginx, or IIS. On-premise, private cloud, or air-gapped networks.
osTicket Awesome is a standard annual software subscription. Purchase via credit card or contact us for a purchase order / invoice arrangement. The annual cost is fixed regardless of agent count, which simplifies budget justification.
Yes. Each department gets its own queue, its own custom intake forms, its own help topics, and its own SLA targets. Agents see only the departments they’re assigned to.
Yes. 30 days, no questions asked.