Request Tracker
Shared inbox software
Help desk software
Bug tracking software
Incident management software
IT service management tools
Service desk software
DevOps software
Issue tracking software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
Take the quiz to check if Request Tracker and its alternatives fit your requirements.
Contact the product provider
Free TrialFree version
Small
Medium
Large
- Information technology and software
- Public sector and nonprofit organizations
- Professional services (engineering, legal, consulting, etc.)
What is Request Tracker
Request Tracker (RT) is an issue tracking and ticketing system used to manage support requests, incidents, and internal workflows. It is commonly used by IT teams, service desks, and engineering organizations that need configurable queues, custom fields, and email-driven ticket intake. RT is available as open source software and as commercially supported editions, with deployment options that include self-hosting. It emphasizes extensibility through configuration and scripting rather than a guided, out-of-the-box UI experience.
Highly configurable ticket workflows
RT supports multiple queues, custom fields, scrips (automation rules), and role-based permissions to tailor processes to different teams. Organizations can model service desk, incident, and engineering request flows without changing core code in many cases. This flexibility can be useful when requirements do not fit standard help desk templates. It also supports email-based creation and updates, which fits teams that operate heavily via email.
Self-hosting and data control
RT can be deployed on-premises, which helps organizations meet internal security, residency, or compliance requirements. Self-hosting also enables deeper integration with internal systems and authentication methods. For teams that cannot use SaaS-only shared inbox tools, this deployment model is a practical differentiator. Commercial support options exist for organizations that want vendor-backed maintenance.
Mature ecosystem and extensibility
RT has a long operating history and a broad set of extensions and integrations maintained by the community and vendor. It provides APIs and mechanisms for customization, enabling integration with monitoring, identity, and development tooling. This can reduce the need to replace the platform as processes evolve. The open source edition also allows inspection and modification of the software when needed.
Steeper learning curve
RT’s configuration model (queues, scrips, templates, and permissions) can require specialized knowledge to implement and maintain. Teams accustomed to modern, guided SaaS help desks may find onboarding slower. Administrative tasks often involve more technical setup than typical shared inbox products. This can increase time-to-value for smaller teams.
UI and agent experience varies
Compared with newer help desk and shared inbox tools, RT’s interface and workflows can feel less streamlined for high-volume customer support. Some common capabilities (e.g., omnichannel messaging, built-in AI assistance, or highly polished collaboration UX) may require add-ons or external tools. The experience can depend heavily on how the instance is configured. Organizations may need to invest in customization to match desired agent workflows.
Operational overhead for self-hosting
Running RT on-premises introduces responsibilities for upgrades, backups, monitoring, and security patching. Integrations and email delivery/ingestion also require ongoing maintenance to keep reliable. While commercial support can help, internal ownership is still needed for infrastructure and change management. This overhead may be disproportionate for teams seeking a low-maintenance service desk.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Cloud RT (hosted) | Contact sales / Request a quote (no public list price) | Fully managed Cloud RT hosting; vendor states “We never charge per seat or licensing fees.” 14-day free trial available; “Request a Quote” on pricing page. |
| On‑Premise / Self‑Hosted RT | Free to download and deploy | RT is freely available to download and deploy (open-source). Requires customer to host/maintain. |
| Essential RT (Implementation package) | $3,000 USD | One day of professional services: basic queue configuration, email integration, custom fields. |
| Growth RT (Implementation package) | $9,000 USD | Three days of professional services: includes Essential features plus AD integration. |
| Deluxe RT (Implementation package) | $15,000 USD | Five days of professional services: includes Growth features plus additional customization time and consultation with engineers. |
Seller details
Best Practical Solutions, LLC
Boston, Massachusetts, United States
1996
Private
https://www.bestpractical.com/
https://www.linkedin.com/company/best-practical-solutions
