# OTRS vs Request Tracker Comparison

| | OTRS | Request Tracker | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 3.8 out of 5 | 
| **Total Reviews** | 38 | 10 | 
| **Largest Market Segment** | Enterprise (59.5% of reviews) | Enterprise (44.4% of reviews) | 
| **Entry Level Price** | No pricing available | $25.00 1 User Per Month | 

---
## Top Pros & Cons

### OTRS

Pros:
- Customizability (1 reviews)
- Customization (1 reviews)

Cons:
- Ticketing Issues (2 reviews)
- Access Control (1 reviews)

### Request Tracker

**Not enough data**

---
## Ratings Comparison
| Rating | OTRS | Request Tracker | 
|---|---|---|
  | **Meets Requirements** | 9.2 (33 reviews) | 7.3 (8 reviews) | 
  | **Ease of Use** | 9.1 (33 reviews) | 7.1 (8 reviews) | 
  | **Ease of Setup** | 7.9 (8 reviews) | Not enough data | 
  | **Ease of Admin** | 6.9 (7 reviews) | Not enough data | 
  | **Quality of Support** | 9.0 (28 reviews) | 7.5 (6 reviews) | 
  | **Has the product been a good partner in doing business?** | 6.7 (6 reviews) | Not enough data | 
  | **Product Direction (% positive)** | 7.1 (32 reviews) | 7.1 (8 reviews) | 

---
## Pricing

### OTRS

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Request Tracker

#### Entry-Level Pricing

Plan: Starter

Price: $25.00 1 User Per Month

Description: Per User, Per Month

Key Features:
- 5 user minimum
- Access to RT's full feature set
- Unlimited External Users

[Browse all 4 editions](https://www.g2.com/products/request-tracker/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | 8.3/10 | 28 |
| **Request Tracker** | N/A | N/A |

#### Ticket and Case Management

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Ticket creation user experience** | 9.1 (27 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.8 (27 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.9 (25 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | Feature Not Available | Not enough data | 
| **SLA Management** | 8.8 (23 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.7 (25 reviews) | Not enough data | 
| **Ticket Collaboration** | 8.8 (27 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.5 (18 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Customer Portal** | 8.4 (19 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.4 (22 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 7.5 (16 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | Feature Not Available | Not enough data | 
| **Voice** | 7.8 (15 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Mobile User Support** | Feature Not Available | Not enough data | 
| **Customization ** | 6.7 (8 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 7.5 (8 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.7 (5 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.3 (21 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.6 (23 reviews) ✓ Verified | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | 9.0/10 | 23 |
| **Request Tracker** | N/A | N/A |

#### Administration

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Change Management** | 9.3 (21 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 9.1 (19 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 9.3 (20 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Help Desk** | 9.3 (20 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.0 (21 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 9.1 (20 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Reporting** | 8.5 (13 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.7 (13 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 9.0 (12 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.8 (12 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 9.3 (10 reviews) | Not enough data | 

#### Functionality

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Ticketing System** | 9.2 (14 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.1 (14 reviews) | Not enough data | 
| **Alerting** | 8.8 (14 reviews) ✓ Verified | Not enough data | 
| **Automation** | 9.4 (11 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | N/A | N/A |
| **Request Tracker** | N/A | N/A |

#### Productivity Tools

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Notes** | Not enough data | Not enough data | 
| **Internal Discussion** | Not enough data | Not enough data | 
| **Assignments and Tasks** | Not enough data | Not enough data | 
| **Workflows** | Not enough data | Not enough data | 
| **Templates** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Tagging System** | Not enough data | Not enough data | 

#### Analytics

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Trends** | Not enough data | Not enough data | 
| **Performance Tracking** | Not enough data | Not enough data | 
| **Email Tracking** | Not enough data | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Bug Tracking

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | N/A | N/A |
| **Request Tracker** | 7.6/10 | 5 |

#### Bug Reporting

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **User Reports & Feedback** | Not enough data | Not enough data | 
| **Tester Reports & Feedback** | Not enough data | Not enough data | 
| **Team Reports & Comments** | Not enough data | 7.7 (5 reviews) | 

#### Bug Monitoring

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Analytics** | Not enough data | 7.3 (5 reviews) | 
| **Bug History** | Not enough data | Not enough data | 
| **Data Retention** | Not enough data | 7.7 (5 reviews) | 

#### Agentic AI - Bug Tracking

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | N/A | N/A |
| **Request Tracker** | N/A | N/A |

#### Monitoring

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Constant Monitoring** | Not enough data | Not enough data | 
| **Timely Alerts** | Not enough data | Not enough data | 
| **TIcket Accuracy** | Not enough data | Not enough data | 
| **AI Monitoring** | Not enough data | Not enough data | 

#### Management Tools

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Standardization** | Not enough data | Not enough data | 
| **Lifecycle Visualization** | Not enough data | Not enough data | 

#### Generative AI

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | N/A | N/A |
| **Request Tracker** | N/A | N/A |

#### Incident Management

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | Not enough data | 
| **Ticket Prioritization** | Not enough data | Not enough data | 
| **Ticket Notifications** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 
| **Knowledge Base/Ticket Integration** | Not enough data | Not enough data | 

#### Reporting

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Dashboards** | Not enough data | Not enough data | 
| **Time Tracking** | Not enough data | Not enough data | 
| **Surveys** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Mobile** | Not enough data | Not enough data | 
| **Self Service** | Not enough data | Not enough data | 
| **Active Directory** | Not enough data | Not enough data | 
| **Multi-Channel Access** | Not enough data | Not enough data | 

#### Agentic AI - Service Desk

| Feature | OTRS | Request Tracker | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [Help Desk Software](https://www.g2.com/categories/help-desk), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)


**Unique to Request Tracker (3):** [Bug Tracking Software](https://www.g2.com/categories/bug-tracking), [Incident Management Software](https://www.g2.com/categories/incident-management), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | OTRS | Request Tracker | 
|---|---|---|
| **Small-Business** | 8.1% | 22.2% | 
| **Mid-Market** | 32.4% | 33.3% | 
| **Enterprise** | 59.5% | 44.4% | 

### By Industry

#### OTRS

- **Pharmaceuticals:** 29.7%
- **Information Technology and Services:** 10.8%
- **Higher Education:** 8.1%
- **Outsourcing/Offshoring:** 5.4%
- **Computer Software:** 5.4%
- **Internet:** 5.4%
- **Government Administration:** 5.4%
- **Automotive:** 2.7%
- **Computer & Network Security:** 2.7%
- **Computer Hardware:** 2.7%
- **Other:** 21.6%

#### Request Tracker

- **Internet:** 22.2%
- **Oil & Energy:** 11.1%
- **Information Technology and Services:** 11.1%
- **Higher Education:** 11.1%
- **Consumer Services:** 11.1%
- **Computer Software:** 11.1%
- **Computer & Network Security:** 11.1%
- **Banking:** 11.1%

---
## Alternatives

### Alternatives to OTRS

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (985 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1864 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
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- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (748 reviews)
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- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

### Alternatives to Request Tracker

- [Jira](https://www.g2.com/products/jira/reviews) — 4.3/5 stars (7839 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (985 reviews)
- [GitLab](https://www.g2.com/products/gitlab/reviews) — 4.5/5 stars (893 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1864 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (748 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12512 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)

---
## Top Discussions

### OTRS

No discussions available for this product.

### Request Tracker

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/otrs-vs-request-tracker)