Seraph Helpdesk vs osTicket vs GLPI: Which Open-Source Helpdesk Suits a Repair Shop?
If you run a computer repair shop and want an open-source helpdesk, three names come up often: osTicket, GLPI and Seraph Helpdesk. They are all free to download and self-host, but they were built for quite different jobs. This osTicket vs GLPI vs Seraph comparison looks at each one through the eyes of a repair shop: booking in devices, tracking parts, handling the odd on-site visit and getting paid. Competitor details below come from the projects’ official websites and repositories as checked in November 2026, so check them again before you decide, as software changes.
A note on fairness: this article is published by Seraph Helpdesk. We have tried to describe osTicket and GLPI accurately and to be clear about where they are stronger.
The short version
- osTicket is a widely used, lightweight support ticket system. It is strong at turning emails, phone calls and web forms into tickets and routing them to the right people.
- GLPI is a full IT service management and asset management platform, with an ITIL service desk, inventory, CMDB and financial management. It is strong for organisations managing a large IT estate.
- Seraph Helpdesk is a support and booking system built by an IT support and repair business. It is strong at repair jobs, on-site work and running the business side: stock, credit control, HR and reports.
osTicket
What it is
osTicket describes itself as a widely used and trusted open-source support ticketing system. Its GitHub repository lists the GPL-2.0 licence. According to its official site and repository, it brings enquiries from email, phone and web forms into a multi-user web interface, and it offers dashboard reports, ticket filters to route tickets to departments, configurable help topics, a customer support portal and service level agreements.
Hosting options
You can download osTicket for free and run it on your own server. The installation documentation asks for a web server such as Apache or IIS, PHP 8.2 to 8.4 and MySQL 5.5 or later, plus a basic knowledge of web servers. osTicket’s editions page also lists a cloud-hosted version, powered by SupportSystem, starting at $12 per agent per month with a 30-day free trial, and a virtual appliance option with pricing on request.
For a repair shop
osTicket is excellent if most of your work arrives as emails and web enquiries that need answering. Its official materials focus on ticketing and customer communication rather than repair-specific tasks such as recording devices, ordering parts or billing labour, so a repair shop would typically need to handle those elsewhere or adapt it.
GLPI
What it is
GLPI is an open-source IT service management platform, released under the GPL-3.0 licence according to its GitHub repository. Its official site describes a helpdesk for incidents and requests with service catalogue forms and SLAs, inventory and asset management with network scanning and SNMP reports, application deployment, a CMDB, and financial management covering budgets, costs, suppliers and licences. Version 12.0.1 was the current download when we checked.
Hosting options
GLPI can be self-hosted on a web server with PHP and a database, and its documentation includes configuration examples for Apache, Nginx, lighttpd and IIS. There is also a cloud version, which the official site says includes automatic updates and backups, and a network of partners who offer configuration help and support.
For a repair shop
GLPI is very capable, particularly for managing an organisation’s own IT assets. That breadth can be more than a small repair counter needs, and it takes time to configure. If you also look after IT estates for business clients and need detailed asset and inventory tracking, it is well worth a look.
Seraph Helpdesk
What it is
Seraph is a customer support management system originally designed for IT support companies serving both retail shop customers and business clients. It comes from Computer Assistance, an independent computer support company in Oxford. It is open source, modular and web-based.
Repair-specific features
From the Bookings screen you choose a customer and book a Repair, Support (remote) or Onsite job. A repair job records the device and the fault, and the job page lets you set labour charges, assign the technician, add notes, call the customer and add parts you are ordering. Finished jobs move to a Quality Control status before closing. Around that sit stock control, credit control, a business calendar, HR, statistics, internal chat, a REST API and an Android app. See the repair shop software page for more.
Hosting options
Seraph ships as a VirtualBox image, so you import a ready-made virtual machine rather than installing a web server and database yourself. A Docker image is also offered. The Basic plan is £0 a month for self-hosting. Standard (£50 a month) adds hosting and backups, and Premium (£299 a month) adds full support and customisation. Details are on the pricing page.
Where it is weaker
Seraph is a smaller project than osTicket or GLPI, so you will find fewer community guides, plugins and forum answers. If you need deep IT asset management or a large ITIL setup, GLPI is more established in that area.
osTicket vs GLPI vs Seraph: side-by-side summary
Best fit
- osTicket: teams whose work is mainly email and web support enquiries.
- GLPI: IT departments and providers managing assets, inventory and ITIL processes.
- Seraph: repair shops and IT support companies with walk-in, remote and on-site work.
Self-hosted setup
- osTicket: install on your own web server with PHP and MySQL.
- GLPI: install on your own web server with PHP and a database.
- Seraph: import a ready-made VirtualBox image, or use the Docker image.
Paid hosting
- osTicket: cloud edition via SupportSystem, from $12 per agent per month.
- GLPI: cloud version from the publisher.
- Seraph: Standard £50 a month or Premium £299 a month.
Business tools beyond tickets
- osTicket: focused on ticketing, SLAs and a customer portal.
- GLPI: asset, inventory, CMDB and financial management.
- Seraph: repair bookings, stock, credit control, calendar, HR and reports.
How to choose
- List where your work comes from. Mostly emails? osTicket is built for that. Mostly devices over the counter? Seraph is built for that.
- Decide how much you need beyond tickets. If you want stock and credit control in the same system, Seraph covers them. If you need asset discovery and a CMDB, look at GLPI.
- Be honest about server skills. All three can be self-hosted. Seraph’s virtual machine is the quickest start, and all three have a hosted option if you do not want to manage it.
- Try them. All three can be downloaded for free. Book a few real jobs into each one before you commit.
If you are still deciding between running it yourself and paying for hosting, read self-hosted vs cloud helpdesk.
Frequently asked questions
Which is the easiest to install?
Seraph is supplied as a ready-made VirtualBox image, so there is no separate web server or database to set up. osTicket and GLPI are normally installed onto a web server with PHP and a database, although both offer hosted versions.
Are all three free?
All three can be downloaded and self-hosted without a licence fee. Each also offers paid hosting or support.
Which is best for asset management?
GLPI, by a distance. Asset and inventory management is one of its core strengths.
Can I switch later?
Moving helpdesk data between systems is usually possible but takes work, so it is worth trialling with real jobs first. Contact the Seraph team if you want to talk through a move.
Try Seraph with your own repairs
The best test is a week of real jobs. Download Seraph for free and follow the setup guide, or compare the hosted plans.