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Request Tracker vs Zendesk: catalog facts
Request Tracker	Zendesk
Freemium Open-source software is free to self-host; hosted plans are available.	Paid Paid subscription service with a free trial.
Web, Self-hosted	Web
Handles tickets entirely by email or web Highly customisable workflows and extensions	Tickets from many channels in one queue Covers both customer support and internal employee service
Setup and customisation take administrator effort Hosted plans go through sales	Proprietary hosted service with data stored by Zendesk Heavy focus on AI features that may not suit every team
Self-hosted, Hosted service	Hosted service
Open source	Closed source
License not stated	License not stated
Not stated if an account is needed	Account needed
Not stated if it works offline	Needs internet
Official website Full listing and sources Checked September 23, 2026	Official website Full listing and sources Checked September 23, 2026

Catalog facts only. Anything “not stated” is unconfirmed. Check full listings for details.