About Request Tracker
Request Tracker is a powerful and highly customizable help desk and issue tracking system designed for organizations that require flexibility and control.
Request Tracker is a powerful and highly customizable help desk and issue tracking system designed for organizations that require flexibility and control. Developed by Best Practical Solutions, it has been around for decades, making it one of the most mature solutions in its category. Its strength lies in its open-source nature, allowing businesses to tailor workflows, permissions, and ticket handling processes to fit their exact needs. The platform excels in email integration and automation, ensuring efficient communication and streamlined support operations. However, its interface feels dated compared to modern cloud-based alternatives, and the setup process can be technically demanding for beginners. Despite these challenges, Request Tracker remains a reliable choice for organizations with technical expertise that value customization and data control. It is particularly well-suited for enterprises and IT teams seeking a stable, extensible, and scalable ticketing solution.
Pros & Cons
- Strong email integration enables seamless ticket creation and communication without requiring users to learn new interfaces
- Robust permission system ensures secure access control across teams, departments, and sensitive organizational data
- Extensive plugin ecosystem allows expansion of core functionality without modifying the base system significantly
- Mature and stable platform with decades of development, ensuring reliability and strong community-driven improvements
- Initial setup and configuration can be complex, especially for organizations without dedicated technical expertise
- Limited native integrations compared to newer cloud-based help desk solutions requiring additional configuration or plugins
- Reporting features, while functional, lack advanced visualization and modern analytics capabilities found in competitors
- Requires ongoing maintenance and management for self-hosted deployments, increasing operational overhead for smaller teams
Features
Key features
Automates ticket routing, approvals, and status changes based on rules
Organize tickets into queues for different teams or departments
Secure system with customizable user permissions
Convert emails into tickets and manage responses directly within RT
Additional features
Manages tickets from creation to resolution with full status visibility
Tracks and enforces service level agreements for timely issue resolution
Allows creation of tailored data fields to capture specific information
Enables integration with external systems and automation through APIs
Allows teams to work together on tickets in real time
Keeps detailed records of all ticket actions and changes
Automatically escalates tickets and notifies users when needed
Stores and shares solutions for common issues to improve efficiency
Tracks hardware, software, or resources linked to tickets
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Request Tracker
Request Tracker is a powerful and highly customizable help desk and issue tracking system designed for organizations that require flexibility and control.
Request Tracker Details
Request Tracker's In-App Market Place
Does Request Tracker have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CNY (¥), SEK (kr), CHF (CHF), INR (₹), AED (د.إ), SGD (S$)
Pros & Cons
- Strong email integration enables seamless ticket creation and communication without requiring users to learn new interfaces
- Robust permission system ensures secure access control across teams, departments, and sensitive organizational data
- Extensive plugin ecosystem allows expansion of core functionality without modifying the base system significantly
- Mature and stable platform with decades of development, ensuring reliability and strong community-driven improvements
- Initial setup and configuration can be complex, especially for organizations without dedicated technical expertise
- Limited native integrations compared to newer cloud-based help desk solutions requiring additional configuration or plugins
- Reporting features, while functional, lack advanced visualization and modern analytics capabilities found in competitors
- Requires ongoing maintenance and management for self-hosted deployments, increasing operational overhead for smaller teams
Request Tracker's Support Options
Community Forums
https://forum.bestpractical.com/Chatbot
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