Alternatives to Request Tracker

An open-source ticketing system that turns support email into trackable tickets through a web interface. The listings below can replace it for an important use case. Each note says what changes if you switch.

Replacements

Listings that take over the same core job as Request Tracker.

  • osTicket

    A long-established open source support ticketing system that you host on your own server.

    FreeOpen sourceWebSelf-hosted

    osTicket is a long-established open source self-hosted ticket system, simpler and widely used, though you install, update and secure the server yourself.

  • Zammad

    A web-based open source help desk and ticketing system you install on your own server.

    FreeOpen sourceLinuxWebSelf-hosted

    Zammad is an open source help desk with Linux packages and Docker and active releases, heavier to set up than simple PHP help desks.

  • Znuny

    An open-source ticketing and service desk system forked from the OTRS Community Edition.

    FreeOpen sourceWebSelf-hosted

    Znuny is an open source service desk continuing OTRS Community Edition, with a long-term support branch and frequent releases.

  • FreeScout

    A self-hosted open source help desk and shared inbox, modelled on Help Scout and Zendesk.

    FreeOpen sourceWebSelf-hosted

    FreeScout is an open source shared inbox on ordinary PHP and MySQL hosting with unlimited agents and mailboxes, with extra features as separate modules.

  • Jitbit Helpdesk

    An email-first help desk ticketing system available as a hosted service or a self-hosted install.

    PaidProprietaryWebSelf-hosted

    Jitbit Helpdesk is a paid closed-source email-first help desk with Exchange and Office 365 support, offered as SaaS or on-premises.

  • OTOBO

    An open-source, web-based service management and help desk platform you can host yourself.

    FreeOpen sourceWebSelf-hosted

    OTOBO is an open-source ITIL-based service management platform without licence fees, though its website is mainly in German.

  • Zendesk

    A hosted customer and employee service platform for handling support tickets across channels.

    PaidProprietaryWeb

    Zendesk is a proprietary hosted ticketing platform with many channels and integrations, removing server work but storing data with Zendesk.

  • GLPI

    An open-source IT service management suite with help desk, asset inventory and CMDB.

    FreemiumOpen sourceWebSelf-hosted

    GLPI adds asset inventory and a CMDB to an open source self-hosted help desk, suiting IT teams more than email-driven support queues.

Also worth comparing

These listings name Request Tracker as their own alternative, so the relationship runs both ways.

  • Faveo Helpdesk

    A self-hosted open source ticketing system for support teams, built on the Laravel PHP framework.

    FreeOpen sourceWebSelf-hosted

    Request Tracker is an open-source email-driven ticketing system with over 20 years of use and highly customisable workflows, requiring more setup effort.

  • iTop

    An open-source web application for IT service management and configuration management databases.

    FreeOpen sourceWebSelf-hosted

    Request Tracker is an open-source, email-driven ticketing system with highly customisable workflows, but it lacks the built-in CMDB and low-code data modelling of iTop.

Similar software

Related functionality, not a direct replacement.