Request Tracker
An open-source ticketing system that turns support email into trackable tickets through a web interface.
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About Request Tracker
Request Tracker (RT) is a ticketing and issue tracking system used by help desks and other teams to see who is handling what. It receives mail sent to addresses such as support@ or helpdesk@, and staff can reply by email or through the web interface.
RT is highly customisable and extendable, with a responsive Bootstrap-based theme and charting for reports. The current generation is RT 6. You can download and run it yourself, and a hosted free trial is also offered. It suits organisations that want a flexible, self-hosted help desk.
Strengths
- Handles tickets entirely by email or web
- Highly customisable workflows and extensions
- Long history with over 20 years of use
- Built-in charts for reporting
Limitations
- Setup and customisation take administrator effort
- Hosted plans go through sales
Details
- Pricing
- FreemiumOpen-source software is free to self-host; hosted plans are available.
- License
- Open source, license not stated
- Developer
- Best Practical Solutions
- Platforms
- Web, Self-hosted
- How it runs
- Self-hosted, Hosted service
- Best suited for
- Teams wanting a customisable self-hosted help desk driven by email
- Categories
- Office tools, IT administration
- Last verified
- Added
- Provenance
- Facts checked against the developer's own pages and store listings, 1 sources on file.
Alternatives to Request Tracker
Compare allSoftware that can replace Request Tracker for an important use case, and what changes if you switch.
osTicket
A long-established open source support ticketing system that you host on your own server.
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.
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.
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.
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.
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.
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.
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.
GLPI adds asset inventory and a CMDB to an open source self-hosted help desk, suiting IT teams more than email-driven support queues.
Request Tracker as an alternative
Listings that name Request Tracker as an alternative.
Faveo Helpdesk
A self-hosted open source ticketing system for support teams, built on the Laravel PHP framework.
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.
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 necessarily a direct replacement.
Trudesk
An open source help desk with real-time tickets, built-in chat and email-to-ticket conversion.
UVdesk Open Source
A free open source PHP help desk built on Symfony, with email piping and a knowledge base.
Hesk
A lightweight PHP help desk with ticketing and a built-in knowledge base, self-hosted or cloud.
Libredesk
An open-source, self-hosted customer support desk that ships as a single binary.
