osTicket
Umami
| Feature | osTicket | Umami |
|---|---|---|
| Pricing | Free / from $12/mo | Free / from $9/mo |
| Free Plan | ✓ Yes | ✓ Yes |
| Rating | 4 / 5 | 4.5 / 5 |
| Best For | small-businesses, budget-conscious-teams, self-hosted-advocates, it-departments | indie-developers, privacy-focused-sites, bloggers, small-businesses |
| Founded | 2003 | 2020 |
| Ticket Management | ✓ | ✗ |
| Email Piping | ✓ | ✗ |
| Custom Fields | ✓ | ✗ |
| Sla Management | ✓ | ✗ |
| Agent Collision Avoidance | ✓ | ✗ |
| Knowledge Base | ✓ | ✗ |
| Page Views | ✗ | ✓ |
| Custom Events | ✗ | ✓ |
| Realtime Dashboard | ✗ | ✓ |
| Utm Tracking | ✗ | ✓ |
| Multi Site | ✗ | ✓ |
| Api | ✗ | ✓ |
| Teams | ✗ | ✓ |
✓ osTicket Pros
- Completely free self-hosted version
- Active open-source community
- Highly customizable
- Supports multiple departments
✗ osTicket Cons
- Dated user interface
- Requires server management
- Limited automation compared to paid tools
✓ Umami Pros
- Completely open-source and self-hostable for free
- Beautiful, clean dashboard interface
- No cookies required (GDPR/CCPA compliant by default)
- Lightweight script (under 2KB) does not slow sites
✗ Umami Cons
- Limited advanced analytics features
- No conversion funnel or cohort analysis
- Self-hosting requires database management
The Verdict
osTicket is built for small businesses and budget conscious teams, with a focus on ticket-management and email-piping. Umami targets indie developers and privacy focused sites and leads with page-views and custom-events.
Pricing is close: Umami starts at $9/mo versus $12/mo for osTicket — not a deciding factor on its own.
Both offer free plans, so you can test each with your real workflow before committing to a subscription.
Umami edges out on user ratings (4.5 vs 4). While both are well-regarded, that gap reflects real differences in user satisfaction worth considering.
Feature-wise, Umami offers broader built-in capabilities (7 features vs 6), while osTicket takes a more focused approach — which can mean a simpler, faster onboarding experience.
Both tools are a solid fit for small businesses — in those cases, the decision often comes down to workflow style and how your team prefers to organize work.
Bottom line: Umami has a slight overall edge — but if completely free self-hosted version matters most to you, osTicket may still be the right call.