Use Case
One Helpdesk Per Client.
One Price For All of Them.
Per-agent helpdesk fees eat your margins. osTicket Awesome Agency covers up to 5
installations with unlimited agents for $299/year.
The Math
Per-agent pricing is an MSP margin killer.
You bill your clients a flat monthly fee for managed services. Your helpdesk vendor bills you per agent, per month. Every technician you add to handle a growing client base increases your software costs while your revenue per client stays the same.
At 15 technicians on Zendesk Suite Team, you’re paying $9,900/year just for ticketing. On Freshdesk Pro, $8,820/year. That’s money coming directly out of your margins, and it scales in the wrong direction as you grow.
osTicket Awesome Agency is $299/year for up to 5 installations with unlimited agents. Add technicians without watching your margins shrink.
Client Isolation
Every client gets their own instance. No data mixing.
Some MSPs run all clients through one shared helpdesk with departmental separation. That works until a client asks for an audit, a data export, or proof that their tickets are isolated from everyone else’s.
The Agency plan covers up to 5 separate osTicket Awesome installations, each on its own database. Client A’s data never touches Client B’s system. Each instance has its own users, its own departments, its own SLA targets, and its own branding.
Need more than 5? Additional installations are available.
White Label
Make it look like theirs.
Every osTicket Awesome installation includes 10 pre-built color themes, a live color picker, and a full CSS editor in the admin panel. Match each client’s brand colors, upload their logo, and deploy a professional client portal that looks like it was built for them.
No “Powered by” badges. No third-party branding. Your clients see their own helpdesk, not yours.
The client portal is fully responsive: card-based landing page, ticket submission, status tracking, and knowledge base. All of it works on desktop, tablet, and mobile. All of it branded to the client.
Agent Productivity
17 keyboard shortcuts. Priority coloring. Inline editing.
Your technicians touch the ticket queue hundreds of times a day across multiple client instances. osTicket Awesome is designed to make every one of those touches faster.
17 Keyboard Shortcuts
Open tickets, post replies, change priorities, navigate queues. No mouse required.
Priority-Colored Ticket Rows
Urgent is red. High is orange. Visual triage across every client instance at a glance.
Inline Priority Editing
Change priority directly from the queue. No need to open the ticket.
New Reply Indicators
Pulsing dot and bold text flag every ticket with an unread customer reply.
Dark Mode
Per-technician toggle. Long shifts are easier on the eyes.
Font Size and Density Controls
Per-technician preference. Adjust queue density to your screen and eyesight.
No Assembly Required
10 enterprise plugins. Pre-installed and ready to enable.
A vanilla osTicket installation requires your team to source, install, configure, and test each plugin individually, per installation. Multiply that by 5 client instances and you’ve burned a week on setup alone.
osTicket Awesome ships with all 10 enterprise plugins pre-installed: two-factor authentication, LDAP/Active Directory, OAuth2 SSO, Microsoft OpenID Connect, password policy enforcement, audit logging, S3-compatible storage, attachment preview, filesystem storage, and SSO passthrough.
Deploy a new client instance in minutes, not days.
Your Margins
What your margins look like.
| osTicket Awesome Agency | Zendesk Suite Team | Freshdesk Pro | |
|---|---|---|---|
| 5 installations | Included | 5 separate subscriptions | 5 separate subscriptions |
| 15 technicians | $299/yr total | $9,900/yr total | $8,820/yr total |
| 25 technicians | $299/yr total | $16,500/yr total | $14,700/yr total |
| Per-client branding | Included (themes + CSS) | Additional cost | Additional cost |
| Data isolation | Separate databases | Shared instance | Shared instance |
| Data sovereignty | Your servers | Their cloud | Their cloud |
At 15 technicians, the Agency plan saves you $9,600/year over Zendesk Suite Team. That’s margin you keep.
Common Questions
Questions from MSPs
What counts as an “installation”?
Each installation is a separate osTicket Awesome instance on its own domain or subdirectory, with its own database. client1.yourmsp.com, client2.yourmsp.com, etc. The Agency plan includes 5 production installations plus 5 staging instances.
Can I host all 5 installations on one server?
Yes. Each installation is a lightweight PHP/MySQL application. A standard VPS can comfortably host multiple instances. Each gets its own database for complete data isolation.
What if I need more than 5 installations?
Contact us. Additional installations are available beyond the Agency plan’s included 5.
Can my clients log in and submit tickets directly?
Yes. Each installation includes a fully branded, responsive client portal. Your clients’ end users submit tickets, track status, and browse the knowledge base through a portal that matches the client’s brand.
Can I give clients read-only access to their tickets?
Yes. The client portal provides end users with access to their own tickets and status updates. Role-based access control lets you define exactly what each user can see and do.
Is there a money-back guarantee?
Yes. 30 days, no questions asked.