This does not sound like an osTicket Awesome issue to me.
I would suggest updating your zip software and trying again.
Or, using this link, you can download a utility from Ninite that will silently install the latest versions of 7Zip, PeaZip and WinRAR.
I feel confident that one or all of them will open the zip.
If you would like to rule out the possibility that this is an osTicket Awesome issue, please press SHIFT + O before downloading the zip. Doing so will transport you to a copy of vanilla osTicket running your same database.
Please let me know if this resolves your issue or not.