GoAdmio
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OsTicket

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osTicket

This page explains the osTicket one-click installer in GoAdmio. It lets you install a complete osTicket help desk system on a domain in a single step — no manual file upload, no database setup, no configuration.

Location: Admin Panel → Scripts → osTicket
Location (User Panel): Scripts → osTicket (if enabled for the account)


Overview

osTicket is a widely-used open-source support ticket system. It seamlessly integrates inquiries created via email, phone, and web-based forms into a simple, easy-to-use multi-user web interface, allowing you to manage, organize, and archive all support requests in one place [citation:6].

GoAdmio's one-click installer handles the entire setup:

  • Downloads the latest osTicket release
  • Creates the database and database user
  • Configures osTicket's ost-config.php with the correct credentials
  • Installs osTicket in the chosen directory
  • Runs the installation wizard (help desk name, admin user, admin password)
The result is a fully working help desk system, ready for support tickets.

> Note: The one-click installer is for new installations. For migrating an existing osTicket instance, use Backup Wizard or restore from an osTicket backup.


What the Page Shows

| Field | Description |
|---|---|
| Domain | The domain to install osTicket on (e.g., example.com) |
| Directory | The installation path (e.g., /home/example.com/www) |
| Version | The osTicket version to install (e.g., Latest Version) |
| Database Name | The database to use — prefixed with the account username |
| Database Username | The database user — prefixed with the account username |
| Database Password | The password for the database user — you must enter a new password |
| Install | Run the installation |

> Important: The Database Password field does not auto-generate. You must enter a new password for the new database. Choose a strong password and store it securely.


Prerequisites

Before installing osTicket:

  1. A domain is set up on the account — see Create New Account or Addon Domains.
  2. DNS points to the server — the domain resolves to the GoAdmio server. See DNS Manager and Track DNS.
  3. The document root exists — usually www/<domain> — see Change Document Root.
  4. The domain is not suspended — see Suspend Account.
  5. The account has disk space and database limits — see Show Accounts Over Quota and Add/Modify Packages.
  6. PHP and MySQL are running — see Service Status.
  7. PHP version is compatible — osTicket 1.18+ requires PHP 8.2–8.4 [citation:1][citation:2].
  8. Required PHP extensions are installed — see Install PHP Modules.

Required PHP Extensions

osTicket requires the following PHP extensions :

| Extension | Purpose |
|---|---|
| mysqli or pdo_mysql | Database access |
| gd | Image manipulation |
| imap | Email fetching |
| mbstring | Multibyte strings |
| xml / dom | XML processing |
| zip | Plugin and language pack management |
| curl | Integrations |

> Tip: osTicket benefits from adequate PHP memory. Ensure memory_limit is at least 128M — see PHP Configuration.


How to Install osTicket

Step 1 — Open the installer

  1. Log in to the GoAdmio Admin Panel (or User Panel).
  2. Navigate to Scripts → osTicket.

Step 2 — Select the domain

  1. Choose the Domain from the dropdown.
  2. The Directory field auto-fills with the account's document root.
  3. Adjust the directory if you want osTicket in a subdirectory (e.g., /home/example.com/www/support).

Step 3 — Choose the version

  1. Select the Version — usually Latest Version.
  2. If other versions are available, choose the one you need.
> Tip: Always use the latest version — it includes security fixes and performance improvements. osTicket releases security patches regularly [citation:1].

Step 4 — Configure the database

  1. The Database Name and Database Username are pre-filled with the account's username prefix.
  2. Add a suffix if you want a specific name (e.g., osticket), or leave the default.
  3. Enter a new password in the Database Password field.
- Use a strong password — the installer does not generate one. - Store the password in a password manager.

> Warning: The database password is not auto-generated. If you leave it blank or use a weak password, the database is at risk. Use a strong password and save it immediately.

Step 5 — Install

  1. Click Install.
  2. GoAdmio downloads osTicket, creates the database, configures the files, and installs the application.
  3. The installation may take a minute or two.
  4. When complete, GoAdmio shows the osTicket installation wizard or a link to it.

Step 6 — Complete the osTicket setup

  1. Open the installation wizard at https://<domain>/setup/ (or the URL shown) [citation:2].
  2. Follow the wizard:
- Prerequisites — verify all requirements are met - Configuration — verify the pre-filled database credentials - System Settings — set the help desk name, URL, and default email - Admin User — set the admin username, password, and email
  1. Click Install Now.
  2. Delete the setup directory — osTicket requires this for security [citation:2].
  3. Change permissions on include/ost-config.php to remove write access (e.g., chmod 0444) [citation:2].
  4. Log in at https://<domain>/scp/ with the credentials you set.
> Tip: The osTicket admin username is not the same as the hosting account username. Choose a distinct, non-obvious admin username to reduce brute-force risk.

What the Installer Creates

| Item | Created? | Notes |
|---|---|---|
| osTicket files | ✅ Yes | In the chosen directory |
| Database | ✅ Yes | With the account's username prefix |
| Database user | ✅ Yes | With the account's username prefix |
| include/ost-config.php | ✅ Yes | With the database credentials |
| osTicket admin user | ⚠️ Via the wizard | You set it in step 6 |
| Help desk name | ⚠️ Via the wizard | You set it in step 6 |
| SSL certificate | ❌ No | Install separately — see Install Free SSL Certificate |
| Caching | ❌ No | osTicket has caching — configure in the admin |
| Backups | ❌ No | Set up via Backup Wizard |

> Note: The installer creates a working help desk, but a production osTicket instance also needs:
> - SSL — mandatory for help desk (contains customer data) — see Install Free SSL Certificate
> - Email configuration — for ticket fetching and notifications
> - Backups — see Backup Wizard


After Installing

| Task | Why |
|---|---|
| Complete the osTicket wizard | Set admin user, system settings, and email |
| Delete the setup directory | Critical security step [citation:2] |
| Change permissions on ost-config.php | Remove write access [citation:2] |
| Log in to the admin panel | Confirm the help desk works — /scp/ |
| Install an SSL certificate | Mandatory for help desk — see Install Free SSL Certificate |
| Redirect HTTP to HTTPS | Mandatory for help desk — see Redirect HTTP to HTTPS |
| Configure email | osTicket sends notifications and fetches tickets via email — see Email Accounts |
| Set up backups | Help desk data is critical — see Backup Wizard |
| Update osTicket | Security and performance |
| Configure departments, help topics, and SLAs | Set up your support workflow |
| Create agent accounts | Add your support staff |

> Warning: SSL is mandatory for a help desk. osTicket stores sensitive customer data — names, emails, and support conversations. Without HTTPS, this data is transmitted in plaintext.

> Warning: The setup directory must be deleted after installation, and ost-config.php permissions must be restricted. Leaving them in place is a serious security risk.


Common Scenarios

"The installation succeeded but the help desk does not load"

  1. Check DNS — does the domain resolve to the server? See Track DNS.
  2. Check the document root — is osTicket in the right directory? See File Manager.
  3. Check the web server — is it running? See Service Status.
  4. Check the SSL certificate — if HTTPS is enforced but no certificate, the site will not load.

"The installation fails with a database error"

  1. Check the database password — it must be filled in.
  2. Check the database limit — the account may have reached its database quota. See Add/Modify Packages.
  3. Check MySQL — is it running? See Service Status.
  4. Check disk space — the account may be over quota. See Show Accounts Over Quota.

"osTicket email is not working"

osTicket uses email for ticket fetching and notifications. Configure it properly:

  1. Create a mailbox — see Email Accounts.
  2. In the osTicket admin, go to Admin Panel → Emails → Email Settings.
  3. Configure SMTP for outgoing email:
- SMTP Host: mail.example.com - Port: 587 (STARTTLS) or 465 (SSL/TLS) - Username: the full email address - Password: the mailbox password
  1. Configure IMAP/POP for incoming email (ticket fetching).
  2. Save and test.
> Tip: Use SMTP, not mail(). See SPF / DKIM for email authentication.

"I want osTicket in a subdirectory (e.g., /support)"

  1. In the Directory field, append /support to the document root.
  2. Complete the installation.
  3. The help desk is now at https://example.com/support/.

"The customer's osTicket was compromised"

  1. Reset the osTicket admin password via the admin or database.
  2. Review the osTicket agent list for unauthorized admins.
  3. Scan for malware — see ClamAV Antivirus.
  4. Update osTicket — the most common compromise vector.
  5. Check ost-config.php for injected code.
  6. Review logs — see FTP Logs and Apache Status.
  7. Consider restoring from a clean backup — see Restore Full Backup.

Security Recommendations

| Practice | Why |
|---|---|
| Delete the setup directory | Critical — otherwise the help desk can be reinstalled [citation:2] |
| Restrict ost-config.php permissions | Contains database credentials [citation:2] |
| Install SSL immediately | Mandatory for help desk — protects customer data |
| Redirect HTTP to HTTPS | Mandatory for help desk |
| Use a strong admin username | admin is the most targeted username |
| Use a strong admin password | Admin accounts are brute-force targets |
| Enable 2FA | osTicket supports two-factor authentication |
| Keep osTicket updated | Outdated versions are the top compromise vector [citation:1] |
| Keep plugins updated | Same reason |
| Remove unused plugins | Every plugin is a potential vulnerability |
| Configure email securely | Use SMTP with authentication |
| Back up regularly | Help desk data is critical — see Backup Wizard |
| Limit admin users | Fewer admins means fewer targets |
| Use file permissions | See Fix Permissions |
| Monitor the help desk | Check for unusual admin activity |

> Warning: A newly installed osTicket instance is not automatically secure. The setup directory, world-writable ost-config.php, and default admin credentials are common compromise vectors. Follow the recommendations above to harden the help desk.


Related Commands

| Command | Purpose |
|---|---|
| /go/conf | Rebuild web server config |
| /go/ssl domain.com | Install SSL for the site |
| /go/repair | Repair the osTicket database if needed |

See Command Reference for the full CLI list.


Related Pages

Troubleshooting

| Problem | Likely cause | Solution |
|---|---|---|
| Installation fails with "database error" | Wrong password, database limit reached, or MySQL down | Verify the password; check limits; check Service Status |
| Site does not load after install | DNS not pointing to the server, or wrong document root | Check Track DNS; verify the directory |
| "The setup directory still exists" | The installer did not remove it | Delete it manually via File Manager [citation:2] |
| osTicket wizard does not appear | Installation incomplete, or wrong URL | Check the install log; try https://domain/setup/ |
| Cannot log in to the admin panel | Wrong credentials, or the user was not created | Reset the password via the database; see MySQL Databases |
| Email not working | SMTP/IMAP not configured | Configure email in the admin — see Email Accounts |
| "ost-config.php is not writable" | File permissions too restrictive during install | Change permissions temporarily; restore to read-only after installation [citation:2] |
| Site shows a blank page | PHP error suppressed | Enable display_errors temporarily in PHP Configuration; check the error log |
| Plugins cannot be installed | File permissions, or PHP limits | Check Fix Permissions and PHP Configuration |
| Help desk is slow | No caching, or PHP version too old | Enable caching; use PHP 8.2+ — see MultiPHP Manager |
| osTicket is in the wrong directory | Installation path was set incorrectly | Delete and reinstall in the correct directory |


Best Practices

| Practice | Why |
|---|---|
| Use the latest osTicket version | Security and performance [citation:1] |
| Delete the setup directory | Critical security step [citation:2] |
| Restrict ost-config.php permissions | Contains database credentials [citation:2] |
| Install SSL immediately | Mandatory for help desk |
| Redirect HTTP to HTTPS | Mandatory for help desk |
| Use a non-default admin username | admin is the most targeted |
| Use a strong admin password | Brute-force protection |
| Enable 2FA | Adds a layer beyond the password |
| Configure SMTP/IMAP for email | Reliable ticket fetching and notifications |
| Set up regular backups | Help desk data is critical |
| Keep everything updated | Outdated plugins are the top compromise vector |
| Remove unused plugins | Every plugin is a potential vulnerability |
| Configure departments and SLAs | Set up your support workflow |
| Store the database password securely | You will need it for direct database access |
| Monitor the help desk | Check for unusual admin activity |


Last updated: 2026-11-08

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