GLPI vs osTicket: which to choose

GLPI vs osTicket: which fits an IT team and which fits a support desk

Choose GLPI when the ticket system has to sit inside IT operations. If your team must manage ITIL problems and changes, track hardware and software assets, and see which configuration items a ticket touches, GLPI covers that scope in one suite. Its native inventory comes from the GLPI Agent, and network discovery and SNMP inventory need the separate GLPI Inventory plugin, so confirm that plugin fits your estate before you commit. Choose osTicket when the main job is a customer-facing or internal help queue: inbound email, phone and web tickets arriving in one multi-user interface and assigned to agents, with a lighter footprint and fewer moving parts. osTicket is released under the GPL2 license and needs Apache or IIS, PHP 8.2 to 8.4 and MySQL 5.5 or greater.

The decision turns on three questions. First, do assets and change control matter to the audit or operating model? If change approval, impact review or a CMDB-style asset view is a requirement, GLPI is the natural starting point. If tickets only need routing, SLAs and agent replies, osTicket's narrower model may be easier to run. Second, who files the requests? Employees who need device and access support usually map to GLPI's asset-linked catalog, while external customers and high-volume inbound channels usually map to osTicket. Third, what does each stack demand of your team? GLPI requires PHP 8.3 or later with MariaDB 10.11 or later or MySQL 8.0 or later for its current release, and its update procedure means backing up the database, files and the glpi.key and glpicrypt.key files before running php bin/console db:update. Confirm the minimum versions for the release you plan to run before sizing the host.

Plan the effort on both sides before you compare licenses. Both products are free to self-host, so the recurring cost is staff time for upgrades, plugin maintenance, backups and tuning, plus any paid support you add. GLPI offers paid GLPI Network subscriptions with level 3 support from Teclib', and osTicket offers a free download with community support only, a cloud edition and a virtual appliance edition with custom pricing. Ask each vendor for written support scope, response expectations and what a subscription covers, and ask a partner such as DeployOpen to scope the migration, hardening and integrations in writing before work starts. A trial install of each against a sample of your real request types will show more than any feature grid.

Which platform fits which team and desk

This table maps common team and desk scenarios to the platform that fits them better, with the condition under which the other platform remains reasonable. Read it by finding your closest scenario, then checking the condition column before you shortlist. The main takeaway is that GLPI suits teams that need assets and ITIL processes in one system, while osTicket suits teams whose main job is moving inbound requests to agents quickly.

Scenario	Better fit and reason	Osticket or GLPI stays reasonable when
Internal IT service desk	GLPI, because tickets, problems and changes sit beside inventory and contracts in one ITIL-oriented suite	osTicket is reasonable if IT only needs queues and email intake and tracks assets in another tool
Asset-driven operations	GLPI, because its asset management and native GLPI Agent inventory tie incidents to the hardware and software they affect	osTicket is reasonable if asset tracking is a light spreadsheet or external CMDB and tickets do not need asset links
Customer support desk	osTicket, because its core job is capturing email, phone and web inquiries into a multi-user queue for agents	GLPI is reasonable if support staff also handle internal IT and need asset context on each ticket
Mixed internal and external queues	Depends on the split: GLPI when internal ITSM dominates, osTicket when external inquiries dominate; confirm how each handles separate queues before deciding	Both can be configured to separate queues, so run a pilot with both queue types before committing
Small team with few integrations	osTicket, because its PHP stack and plugin set can be deployed and updated with fewer moving parts	GLPI is reasonable if the team expects to grow into inventory, contracts and change control within a year
Team needing directory login	Either, because both can use LDAP-based authentication; confirm which plugins your directory and SSO model require	Choose GLPI if you need its documented authentication order, and check osTicket plugin support for your identity provider
Team planning to buy vendor support	GLPI, because Teclib' sells GLPI Network subscriptions with support tiers, while osTicket's free download carries community support only	osTicket is reasonable if you will buy its cloud or virtual appliance edition instead of self-hosting the free release
Team with strict upgrade and plugin discipline	Confirm the effort on each side: GLPI suspends plugins after a new version is detected and requires reactivation after major updates	osTicket is reasonable if your plugin set is small and its upgrade path from your current version is already tested

How GLPI and osTicket are built and what that means for operations

GLPI and osTicket both run on PHP and MySQL-family databases, but they ask for different server layouts, upgrade paths and inventory tooling. The cards below cover the decisions that shape patching, backups and daily administration, so the team can estimate the operating load before choosing.

PHP and database versions

GLPI 11.0 expects PHP 8.2 or later with MySQL 8.0 or MariaDB 10.6, while the main-branch README raises the bar to PHP 8.3 or later with MariaDB 10.11 or later or MySQL 8.0 or later. osTicket asks for PHP 8.2 to 8.4 with the mysqli extension and MySQL 5.5 or greater. Confirm which GLPI line you will run before you pick a PHP version, because a PHP upgrade can be forced by the GLPI release you choose and that changes your patch calendar.

Web server document root

GLPI requires the web server's document root to point at its public directory rather than the installation root, with URL rewriting that routes requests through index.php. Apache, Nginx, lighttpd and IIS are all supported. osTicket has a simpler layout, but it still needs Apache or IIS. Check that your hardening baseline, such as file permissions and exposed paths, matches the GLPI layout before go-live.

Docker image option in GLPI 12.0.0

GLPI 12.0.0 lists an official Docker image among its distribution options, which can change how you build, roll back and back up the platform. Containers suit teams that already manage images through a registry, while a bare-metal or VM install suits teams that patch the PHP stack directly. Ask Teclib' or your implementer how plugins and the glpi.key and glpicrypt.key files are persisted in a containerized deployment.

Git-based deploy and update flow

osTicket is deployed from a clone of its public repository with php manage.php deploy, and later updates are pulled with git pull before a redeploy. This makes upgrades easy to script, but it also means your local changes, plugins and config need a deliberate merge plan. Back up attachments, the database and the codebase before each pull, as the project recommends.

GLPI update and plugin suspension

GLPI's update procedure asks you to back up the database, the files and the config directory, including glpi.key and glpicrypt.key, then replace application files and run php bin/console db:update. Since GLPI 11.0, plugins are suspended when a new version is detected and must be reactivated after major updates. Plan a maintenance window that includes plugin compatibility checks, because a plugin that is not ready for the new version will stay off until someone reactivates it.

Built-in inventory agent

GLPI includes native inventory through the GLPI Agent, which collects hardware and software data and runs on Windows, macOS and Linux. osTicket has no asset inventory, so an IT team that wants device data alongside tickets will add a second tool to run and patch. Network discovery and SNMP inventory need the separate GLPI Inventory plugin, so confirm that scope before you promise asset coverage to stakeholders.

How GLPI and osTicket compare on ticketing, assets, change and login

This table compares GLPI and osTicket on license, ticketing channels, change and problem handling, inventory, login options, database support, install and update method, and support. Read each row against your own team: GLPI is built around IT service management and assets, while osTicket centers on inbound request handling. Where a capability is not confirmed by the supplied sources, the cell tells you what to verify with the vendor.

Capability	GLPI	osTicket
License	GPL-3.0-or-later, maintained by Teclib', which sells GLPI Network subscriptions and cloud hosting	GPL2, with a free open-source download and community support only
Ticketing channels	Tickets with ITIL-based processes; confirm the exact intake channels (email, web, phone) in your version's documentation	Integrates inquiries created via email, phone and web forms into one multi-user web interface
Problem and change management	Handles ITIL problems and changes alongside tickets, so change records can link to assets	Not described in the supplied sources; confirm whether change or problem workflows are needed before choosing
Asset and inventory	Asset management with native hardware and software inventory from the GLPI Agent since version 10	Not a CMDB or asset inventory tool based on the supplied sources; confirm with the vendor if assets matter
Network discovery	Requires the separate GLPI Inventory plugin for network discovery and SNMP inventory	Not described in the supplied sources; treat as out of scope unless confirmed
Authentication	Internal database, LDAP, IMAP and REMOTE_USER, tried in that order according to the user documentation	Core plugins for LDAP, CAS, OAuth2 and passthrough, plus two-factor authentication and password policy
Database support	MySQL 8.0 or later, or MariaDB 10.11 or later on the main branch README; confirm the matching version for your release	MySQL 5.5 or greater with the mysqli extension and PHP 8.2 to 8.4
Install and update	Document root must point to the public directory; update requires backing up database, files and config keys, then running php bin/console db:update	Deploy from a git clone with php manage.php deploy and update with git pull before redeploying
Support options	Teclib' GLPI Network subscriptions with levels of support; confirm the tier that covers your plugins and agent count	Free community support only, with a cloud-hosted edition and a virtual appliance edition sold by osTicket

What GLPI and osTicket charge for and what stays free

GLPI is distributed under the GNU General Public License version 3 or later, so the code is free to run, modify and redistribute under those terms. The license covers the software itself, not the services around it. Teclib', the company that maintains GLPI, sells subscriptions and cloud hosting on top of the free release, and those are separate contracts with their own terms.

Free use: You can install the community release on your own servers without a license fee for the software.
Subscription scope: GLPI Network subscriptions are sold by Teclib' and are priced separately from the license.
Tiers: Self-hosted subscriptions run from Basic at 100 euros per month, for up to 10 agents and 500 assets, through Enterprise at 4,500 euros per month, which includes level 3 support and marketplace plugins.
Cloud pricing: GLPI Network public cloud costs 19 euros per user per month and private cloud 21 euros per user per month, with a 25-user minimum.
Trial: Teclib' offers a 45-day free trial of its GLPI Network Cloud service.

Confirm current subscription terms directly with Teclib' on the GLPI Network subscriptions page before you budget, because tier limits and included support can change.

What drives the running cost of each platform

Running GLPI and osTicket costs are mostly staff time, not licenses, but the work differs. GLPI asks for more upkeep around plugins, backups and support tiers, while osTicket asks for less but leaves support to the community unless you buy a hosted or appliance edition. Use the cards below to scope what your team will carry and what to put in a written quote.

Infrastructure and hosting

GLPI needs PHP 8.3 or later with MariaDB 10.11 or later or MySQL 8.0 or later on the current main branch, while the GLPI 11.0 installation docs list PHP 8.2 with MySQL 8.0 or MariaDB 10.6. osTicket needs PHP 8.2 to 8.4 with MySQL 5.5 or greater and Apache or IIS. Both are one-time build costs plus recurring hosting, database, storage and backup spend. Ask the vendor or integrator to price the server, database, backup target and retention for your ticket and asset volume.

Administration skills required

GLPI administrators need PHP and web server knowledge, database operations, and familiarity with its inventory agents and rule engine. osTicket administration is narrower in scope but still requires PHP and MySQL work for upgrades and extensions. Budget the staff time for each role separately. A team with no PHP capacity should price an outside operator before choosing either tool.

Plugin management and upgrade effort

Since GLPI 11.0, plugins are suspended after a new version is detected and must be reactivated after major updates, so each upgrade includes a plugin compatibility check. Before any GLPI update, back up the database, files and the config directory, including glpi.key and glpicrypt.key, because losing them can break access to encrypted data. osTicket upgrades follow its README guidance to back up attachments, the database and the codebase. Ask for a per-upgrade effort estimate that counts plugin testing.

Support tiers and vendor contracts

osTicket's free download comes with community support only, so any paid help is bought from an outside party. GLPI's self-hosted Teclib' subscriptions run from Basic to Enterprise and include level 3 support and GLPI Network marketplace plugins at higher tiers. Subscriptions recur, so compare what each tier covers for your agent and asset counts. Ask whether the support window and escalation path match your incident process.

Paid editions and per-seat pricing

Recurring license cost depends on the edition and metric. osTicket's cloud edition starts at $12 per agent per month and its virtual appliance edition is custom priced. GLPI Network self-hosted subscriptions start at 100 euros per month for Basic, up to 10 agents and 500 assets, and public cloud costs 19 euros per user per month. Ask for the metric, the cap, overage terms and whether the quote includes setup and training.

Cost of switching later

Moving from either tool later means exporting tickets, assets, users, attachments and custom fields, then rebuilding workflows and integrations. GLPI's asset and CMDB data, plus its contracts and inventory links, usually take more mapping work than a plain ticket history. osTicket data is simpler, but custom forms and plugin-based authentication still need checking. Ask for a written export and import plan and a test migration before committing to either platform.

Moving from osTicket to GLPI or the reverse, step by step

This sequence moves ticket history, requesters and agents from one desk to the other without losing the records auditors and managers will ask for. Each step ends with a check you can verify before the next one starts.

Inventory ticket types, requesters and agents
Your IT or support operations lead lists every ticket category or topic in the current osTicket instance, the requester groups that open them, the agents who work them, and the departments that own each queue. Include where attachments are stored, whether on the filesystem or in S3 through an attachment storage plugin, because that decides how attachments are exported. The step is done when you have a single inventory sheet that a manager from each team has signed off, with a count of active agents and an owner for every queue.
Decide what stays in the old desk as archive
Decide, with compliance and records owners, which closed tickets, attachments and audit data remain readable in the existing osTicket instance and which move into the new platform. Many organizations keep historical tickets in read-only form for a defined retention period. Record the decision in writing, including who can still access the archive and how the instance will be protected once the team stops using it. The step is complete when the archive scope is approved and the retention owner has accepted it in writing.
Map statuses, custom fields and departments
Build a mapping table that links each osTicket status, custom form field and department to its equivalent in GLPI, or the reverse. GLPI uses ITIL-based ticket, problem and change objects, so statuses and categories will not map one to one, and some osTicket custom fields may need to become GLPI fields or dropdowns. Ask each vendor and your own administrators to confirm which import formats and field types their tooling accepts. The step is done when every source status and field has a target or a documented decision to drop it, and a reviewer has checked the table against sample tickets.
Build assets and change workflows in GLPI
If the destination is GLPI, your administrators create asset types, locations, contracts and change approval rules that the support team needs, because these are not carried over from osTicket. If the move goes the other way, document which GLPI assets and change records are being left behind so the reduced osTicket scope is clear to users. Test each workflow with a sample ticket and a sample change so the approvers know what they will see. The step is complete when test records move through every approval and assignment path without manual workarounds.
Migrate users and authentication
Your identity team confirms how users sign in on each side. osTicket supports LDAP, CAS, OAuth2 and passthrough authentication through its plugins, and GLPI tries its internal database, then LDAP directories, IMAP and external methods such as REMOTE_USER, in that order. Create the requester and agent accounts, map their groups and roles, and test sign-in for each method before any ticket moves. The step is done when a test account from each group can sign in, and the directory mapping has been reviewed by the identity owner.
Run a pilot queue
Choose one low-risk queue or department and run it on the destination platform in parallel with the current desk for a short, agreed period. Agents work real requests, and the team records every mismatch in routing, notifications, SLAs and attachment access. Fix each defect in the mapping or configuration and retest it. The step is complete when the pilot has no open routing or access defects and the agents confirm that they can perform their daily tasks without the old system.
Cut over and retire the old instance
Freeze new intake on the old desk, run the final export and import, and point email, web forms and phone intake to the new platform. Confirm that open tickets, attachments and requester records match the inventory counts. Then set the old instance to read-only, keep the archive under the decision from step two, and remove public access once the retention owner approves. The step is done when the cutover checklist is signed off, the old instance no longer accepts new tickets, and the archive has been verified as readable.
Confirm vendor export and import paths
Before the project starts, ask the osTicket maintainers or your support partner and the GLPI team for the supported export formats, import tooling, attachment handling and any known limits on ticket history or custom fields. Also confirm which plugins from the osTicket plugins repository or GLPI marketplace are required, and which must be rebuilt. Keep the answers in the project file. The step is complete when each vendor's answer is documented and any gap has an owner and a decision recorded before step three begins.

Where GLPI and osTicket implementation projects usually run long

GLPI projects usually run long in four places: asset data cleanup, inventory agent rollout, LDAP mapping and ITIL process design. Asset records imported from spreadsheets or older tools often carry duplicate hardware, unowned software and stale locations, and each one has to be reconciled before GLPI's asset model is useful. The GLPI Agent rollout is the second long stretch, since every endpoint group needs its deployment method, check-in schedule and exception list agreed. LDAP mapping follows, because GLPI tries the internal database, then LDAP directories, then IMAP and other external methods in that order, so the group-to-profile and entity mapping decisions shape who can see what. Process design for incidents, problems and changes is often the slowest item, because it requires decisions the client has not made before. Ask your process owners to settle categories, approval paths and SLA definitions early, and confirm which GLPI Network plugins, if any, your scope depends on.

osTicket projects tend to run long in three places: email intake configuration, custom forms and attachment storage. Tickets arrive from email, phone and web forms in osTicket, so mailbox routing, parsing rules and the handling of replies and forwarded threads need testing against real traffic before go-live. Custom forms take time because each department's fields, required values and routing rules need sign-off from the business owner. Attachment storage is a decision with lasting consequences: the osTicket plugin set covers filesystem and S3 storage, and choosing between them affects backup scope, retention and restore testing. Before committing, confirm the storage target, the retention rule and who owns the backup procedure described in the osTicket README.

Both projects depend on the same client inputs: a named process owner who can make queue and workflow decisions, a data owner for asset or customer records, an identity administrator who controls directory access and group membership, and a test queue where agents can exercise real scenarios before users see them. Timelines are not estimated here. They are agreed in the written, fixed scope before work starts, and the scope should list the data sources, integrations, plugins and sign-offs that each phase needs. Ask the implementation partner to show how the scope maps each of these risks to a deliverable and an owner.

Questions buyers ask before choosing GLPI or osTicket

What does it cost to run GLPI compared with osTicket?

Both platforms are free to download under open-source licenses, so the recurring cost is mostly people, hosting and any paid support. GLPI's community release is GPL-3.0 and is maintained by Teclib', which also sells GLPI Network subscriptions. Per the GLPI Network subscriptions page, self-hosted subscriptions start at 100 euros per month for the Basic tier (up to 10 agents and 500 assets) and reach 4,500 euros per month for Enterprise, with level 3 support and marketplace plugins. osTicket's free download comes with community support only, and its cloud edition starts at $12 per agent per month according to the osTicket editions page. Ask each vendor for a quote that separates license or subscription fees, hosting, database and PHP maintenance, and the staff hours you expect to spend on plugins and upgrades.

How long does a GLPI or osTicket implementation take?

Timeline depends mainly on scope, not on the product alone. A ticket-only desk with a few queues and email intake is a much smaller job than a GLPI rollout that adds asset inventory, change workflows, OLAs, LDAP authentication and a CMDB. No researched figure gives a duration for either platform, so treat any number from a vendor as an estimate to test. Ask for the work broken into milestones: environment build, data import, authentication setup, workflow configuration, testing with a pilot group and cutover. DeployOpen plans and implements self-hosted platforms in the client's own infrastructure and agrees scope, deliverables and timelines in writing before work starts, so the timeline in a quote should trace back to that written scope.

What does GLPI need from our own IT staff?

GLPI asks for more ongoing ownership than a lightweight ticket tool because it covers ITIL processes, assets and inventory. Your team should expect to manage the PHP and web server stack, MariaDB or MySQL, the document root configuration and cron-driven tasks. The GLPI update procedure requires backing up the database, files and the config directory, including glpi.key and glpicrypt.key, then running php bin/console db:update. Since GLPI 11.0, plugins are suspended after a new version is detected and must be reactivated after major updates, which adds a checklist step for every upgrade. Network discovery and SNMP inventory need the separate GLPI Inventory plugin. Confirm which of these roles you can fill internally and which you will contract out.

What does osTicket need from our own staff?

osTicket has a smaller operational footprint: Apache or Microsoft IIS, PHP 8.2 to 8.4 with the mysqli extension, and MySQL 5.5 or greater, according to the osTicket README. Upgrades are supported from 1.6-rc1 onward, and the README recommends backing up attachments, the database and the codebase first. The deployment path is a clone of the public repository followed by php manage.php deploy, with git pull for later updates. Staff time goes into configuring help topics, SLAs, email intake and the plugins you enable, such as LDAP, CAS, OAuth2 or two-factor authentication from the osTicket-plugins repository. Plan for someone to own patching and backups, because community support is the only support in the free edition.

Can our team implement GLPI or osTicket without outside help?

A capable team can deploy either platform alone, but the fit depends on how much custom work the design needs. osTicket is a shorter path for a customer support desk with email, web and phone intake, since its setup is mostly configuration and a standard LAMP-style stack. GLPI can be deployed by an internal team, yet mapping ITIL processes, asset models, authentication order (internal database, LDAP, IMAP, then REMOTE_USER) and plugin choices is design work that benefits from experience. Teams without that time often use a fixed-scope engagement, where scope, deliverables and timelines are agreed in writing before work starts. DeployOpen offers that kind of implementation, along with hardening, backup and documentation, and ongoing support as a retainer.

How hard is it to switch from GLPI or osTicket later?

Switching cost is driven by how much history and configuration you need to keep. Both tools store tickets in a relational database and keep attachments on disk or in storage, so the first question is what a data export or import can carry across, including attachments, custom fields, users and audit history. GLPI also holds assets, contracts, financial data and inventory relationships, which take more mapping than a ticket queue. Before committing, ask each vendor and any migration partner for a written export format, a sample migration of your own data, and a list of plugins whose data would not transfer. Keep backups of the database, files and configuration in a form you can restore elsewhere.

Which licenses and paid editions change what we can do with each platform?

The free cores differ in license and in what sits behind paid tiers. GLPI is GPL-3.0-or-later, and its paid layer is the GLPI Network subscription, which bundles level 3 support and Network-only marketplace plugins. osTicket is GPL2, with a free download, a cloud edition and a virtual appliance edition with custom pricing, according to the osTicket editions page. Before you decide, list the features you need, such as LDAP group sync, SAML, advanced SLAs or support hours, and check whether each sits in the free code, a plugin or a paid tier. Confirm license terms with the vendor and your legal team, since this page does not give legal advice.

Does GLPI or osTicket fit a security or compliance review?

Neither platform is a compliance certificate, and no vendor's software makes your environment compliant on its own. What matters for a review is how you configure access and evidence. GLPI 12.0.0 added a view of active user sessions with the ability to revoke them and step-up authentication for certain administrative actions, according to its release notes. osTicket supports LDAP, CAS, OAuth2 and two-factor authentication through plugins. DeployOpen prepares systems, controls and evidence for compliance assessments but does not issue audit reports or certifications, which remain the job of independent auditors. Ask your assessor which controls you must evidence before choosing either tool.

How DeployOpen helps choose, implement or migrate between them

DeployOpen is a Chainscore Labs company that plans, implements, customizes, integrates, hardens, backs up, upgrades, documents and supports self-hosted open-source platforms inside the client's own infrastructure. For GLPI vs osTicket, the work starts with deciding which system fits your team, then covers the build or migration in your own environment.

How we scope

Confirm whether the desk serves internal IT, customers, or both before any platform choice is made.
Map ticket volumes, asset counts, authentication sources and mail intake into a written scope.
Agree deliverables, timelines and acceptance criteria in writing before any work starts, as most engagements are fixed-scope.

How we build

Install and configure the chosen platform in your cloud account, data center or air-gapped network.
Integrate directory login, mail intake and asset inventory sources, testing each path before cutover.
Document configuration, plugin choices and update procedures so your team can operate the system after handover.

How we hand over

Deliver runbooks covering backup, restore, upgrade steps and the plugin reactivation checks your team must perform.
Run a handover session with administrators and service desk leads against the agreed acceptance criteria.
Provide a migration record for any ticket, user or asset data moved from the existing system, including open items.

How we support

Offer ongoing support, upgrades and continuous testing as a retainer if your team wants an external partner.
Plan upgrades against the vendor's published release and update procedure for your installed version.
Ask for a quote built from the written scope, including which support tier you need from the vendor and from us.

GLPI vs osTicket