Link copied to clipboard # Request Tracker vs osTicket Comparison - What are their main differences? Share [ Export ](/compare/request-tracker/osticket/export.csv) Request TrackerosTicket[+ Add Product](#) Reviews **Request Tracker** [ 3.8/5(10) ](https://www.g2.com/products/request-tracker/reviews#reviews) **osTicket** [ 4.4/5(45) ](https://www.g2.com/products/osticket/reviews#reviews) Pricing **Request Tracker** Free Trial **$25.00** 1 User Per Month ยท Starter **osTicket** No pricing available **Pricing Insights** from reviews Time to Implement **Request Tracker** Not enough reviews yet **osTicket** \<1 month Based on 17 responses Return on Investment **Request Tracker** Not enough reviews yet **osTicket** 8 months Based on 12 responses Perceived Cost **Request Tracker** Not enough reviews yet **osTicket** $$$$$ Average Discount **Request Tracker** Not enough reviews yet **osTicket** 12% ![Request Tracker](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_ff57ca2457aa975865d1d795dcf8bdf1/request-tracker.png "Request Tracker") ![osTicket](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0bf5f14a5b4f19be936226c599a176fa/osticket.png "osTicket") G2 offers free advice on this comparison. 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Pros & Cons **Request Tracker** Not enough data **osTicket** Not enough data Screenshots **Request Tracker** ![Request Tracker screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1567664/dashboard-01.png) **osTicket** ![osTicket screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/33615/osTicket_Screenshot-1.png) Ratings Meets Requirements **Request Tracker** 7.3 7.38 **osTicket** 8.8 8.842 Ease of Use **Request Tracker** 7.1 7.18 **osTicket** 8.2 8.242 Ease of Setup **Request Tracker** Not enough data **osTicket** 8.1 8.130 Ease of Admin **Request Tracker** Not enough data **osTicket** 8.4 8.430 Quality of Support **Request Tracker** 7.5 7.56 **osTicket** 6.8 6.828 Has the product been a good partner in doing business? **Request Tracker** Not enough data **osTicket** 8.5 8.525 Product Direction (% positive) **Request Tracker** 7.1 7.18 **osTicket** 8.5 8.540 Features Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);) Not enough data 7.4 34 Ticket and Case Management Ticket Creation User Experience Not enough data 8.6(won by default) 33 | Verified Ticket Response User Experience Not enough data 8.7(won by default) 32 | Verified Workflow Not enough data 8.0(won by default) 31 | Verified Automated Response Not enough data 8.4(won by default) 29 | Verified Service Level Agreement (SLA) Management Not enough data 8.0(won by default) 24 Attachments/Screencasts Not enough data 7.7(won by default) 30 Ticket Collaboration Not enough data 8.3(won by default) 31 | Verified Customer/Contact Database Not enough data 7.3(won by default) 17 Workflow Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Ticket Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data Inbox Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Email Management Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Agentic AI - Help Desk 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 Customer Portal Not enough data 8.1(won by default) 24 | Verified Email to Case Not enough data 9.0(won by default) 27 Live Chat Support Not enough data 5.3(won by default) 10 | Verified Social Media Integration Not enough data 5.3(won by default) 10 Voice Not enough data 4.0(won by default) 7 Video Chat Not enough data Not enough data Platform Mobile User Support Not enough data 5.4(won by default) 16 Customization Not enough data 7.2(won by default) 24 | Verified User, Role, and Access Management Not enough data 8.8(won by default) 26 | Verified Third-Party Integrations Not enough data 6.8(won by default) 13 | Verified Reporting Not enough data 7.2(won by default) 26 | Verified Activity Dashboard Not enough data 7.8(won by default) 27 | Verified Mobile Access Not enough data Not enough data Additional Functionality Automated Routing Not enough data Not enough data Chatbot Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Autoresponders Not enough data Not enough data AI Copilot Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data CRM Not enough data Not enough data Gamification Not enough data Not enough data Conversation Intelligence Not enough data Not enough data Customizable Fields Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Key Performance Indicators Not enough data Not enough data Collaboration Tools Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Voice Recognition Not enough data Not enough data Live Chat Not enough data Not enough data Task Automation Not enough data Not enough data IVR Not enough data Not enough data Language Detection Not enough data Not enough data Multiple Data Sources Not enough data Not enough data Predictive Analytics Not enough data Not enough data API Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Data Security Not enough data Not enough data Interaction Tracking Not enough data Not enough data Prioritization Not enough data Not enough data Secure Data Storage Not enough data Not enough data Macros/Templated Responses Not enough data Not enough data Performance Metrics Not enough data Not enough data Single Sign On Not enough data Not enough data Mobile App Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Email Templates Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Data Import/Export Not enough data Not enough data Personalization Not enough data Not enough data Workflow Automation Not enough data Not enough data Bug Tracking[Hide 59 FeaturesShow 59 Features](javascript:void(0);) 7.6 5 Not enough data Bug Reporting Team Reports & Comments 7.7(won by default) 5 Not enough data User Reports & Feedback Not enough data Not enough data Tester Reports & Feedback Not enough data Not enough data Bug Monitoring Analytics 7.3(won by default) 5 Not enough data Data Retention 7.7(won by default) 5 Not enough data Bug History Not enough data Not enough data Agentic AI - Bug Tracking 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 Assignment Management Not enough data Not enough data Prioritization Not enough data Not enough data Additional Functionality API Not enough data Not enough data Audit Trail Not enough data Not enough data Drag & Drop Not enough data Not enough data Projections Not enough data Not enough data Charting Not enough data Not enough data Ticket Management Not enough data Not enough data Monitoring Not enough data Not enough data Status Tracking Not enough data Not enough data Progress Tracking Not enough data Not enough data Workflow Management Not enough data Not enough data Project Time Tracking Not enough data Not enough data Issue Tracking Not enough data Not enough data Configurable Workflow Not enough data Not enough data Collaboration Tools Not enough data Not enough data Agile Methodologies Not enough data Not enough data Customizable Fields Not enough data Not enough data Backlog Management Not enough data Not enough data Real-Time Updates Not enough data Not enough data Single Sign On Not enough data Not enough data Generative AI Not enough data Not enough data Task Scheduling Not enough data Not enough data Activity Tracking Not enough data Not enough data Activity Dashboard Not enough data Not enough data Task Management Not enough data Not enough data Project Management Not enough data Not enough data Project Planning Not enough data Not enough data Feedback Management Not enough data Not enough data Code Repository Integration Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Email Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Multiple Projects Not enough data Not enough data Tagging Not enough data Not enough data AI Copilot Not enough data Not enough data File Management Not enough data Not enough data Issue Management Not enough data Not enough data Task Planning Not enough data Not enough data Data Visualization Not enough data Not enough data Bug/Issue Capture Not enough data Not enough data Bug Tracking Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Commenting/Notes Not enough data Not enough data @mentions Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Customizable Templates Not enough data Not enough data Task Progress Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Show 6 feature categories with incomplete data Collaboration & Productivity[Hide 45 FeaturesShow 45 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Third-Party Integrations Not enough data Not enough data To-Do List Not enough data Not enough data @mentions Not enough data Not enough data Single Sign On Not enough data Not enough data File Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Drag & Drop Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Prioritization Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Screen Sharing Not enough data Not enough data Content Management Not enough data Not enough data Brainstorming Not enough data Not enough data AI Copilot Not enough data Not enough data File Transfer Not enough data Not enough data Calendar Management Not enough data Not enough data Status Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Version Control Not enough data Not enough data Task Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Real Time Editing Not enough data Not enough data Communication Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Tagging Not enough data Not enough data Generative AI Not enough data Not enough data Assignment Management Not enough data Not enough data Task Scheduling Not enough data Not enough data Project Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Workflow Management Not enough data Not enough data Secure Data Storage Not enough data Not enough data File Sharing Not enough data Not enough data Document Storage Not enough data Not enough data Task Progress Tracking Not enough data Not enough data Discussions/Forums Not enough data Not enough data Commenting/Notes Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Contact Management Not enough data Not enough data Video Conferencing Not enough data Not enough data Progress Tracking Not enough data Not enough data Mobile Access Not enough data Not enough data API Not enough data Not enough data Document Management Not enough data Not enough data Customizable Branding Not enough data Not enough data IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);) Not enough data Not enough data Administration Change Management Not enough data Not enough data Asset Management Not enough data Not enough data Reports & Analytics Not enough data Not enough data IT Asset Management Not enough data Not enough data Knowledge Management Not enough data Not enough data Project Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Task Management Not enough data Not enough data Service Request Management Not enough data Not enough data Release Management Not enough data Not enough data Configuration Management Not enough data Not enough data Ticket Management Not enough data Not enough data Workflow Management Not enough data Not enough data Problem Management Not enough data Not enough data Incident Management Not enough data Not enough data Contract/License Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Capacity Management Not enough data Not enough data Availability Management Not enough data Not enough data Inventory Management Not enough data Not enough data Service Desk Help Desk Not enough data Not enough data Incident Reports Not enough data Not enough data Process Workflow Not enough data Not enough data Customizable Reports Not enough data Not enough data Management Reporting Not enough data Not enough data Administration Console Not enough data Not enough data Access Management Not enough data Not enough data Asset Management Not enough data Not enough data Policy Dictation Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Functionality Ticketing System Not enough data Not enough data Performance Logging Not enough data Not enough data Alerting Not enough data Not enough data Automation Not enough data Not enough data Agentic AI - IT Service Management (ITSM) Tools 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 Third-Party Integrations Not enough data Not enough data Resource Allocation & Planning Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Prioritization Not enough data Not enough data Service History Not enough data Not enough data Client Portal Not enough data Not enough data Customizable Forms Not enough data Not enough data AI Copilot Not enough data Not enough data API Not enough data Not enough data Service Catalog Not enough data Not enough data Real-Time Notifications Not enough data Not enough data SSL Security Not enough data Not enough data Activity Dashboard Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Generative AI Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Drag & Drop Not enough data Not enough data Self Service Portal Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Customizable Branding Not enough data Not enough data Customizable Templates Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Automated Routing Not enough data Not enough data Macros/Templated Responses Not enough data Not enough data Collaboration Tools Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Customizable Fields Not enough data Not enough data Activity Tracking Not enough data Not enough data Search Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Dashboard Creation Not enough data Not enough data Remote Access & Monitoring Not enough data Not enough data Asset Tracking Not enough data Not enough data Chat/Messaging Not enough data Not enough data Approval Process Control Not enough data Not enough data Audit Trail Not enough data Not enough data Shared Inbox[Hide 12 FeaturesShow 12 Features](javascript:void(0);) Not enough data Not enough data Productivity Tools 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 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 Autonomous Task Execution Not enough data Not enough data Decision Making Not enough data Not enough data Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);) Not enough data Not enough data Monitoring 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 Mobile Alerts Not enough data Not enough data Email Alerts Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Management Tools 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 AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Agentic AI - Incident Management 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 Third-Party Integrations Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Alerts/Notifications Not enough data Not enough data Forms Management Not enough data Not enough data Safety Incident Management Not enough data Not enough data Compliance Management Not enough data Not enough data OSHA Compliance Not enough data Not enough data Task Management Not enough data Not enough data Single Sign On Not enough data Not enough data AI Copilot Not enough data Not enough data Disaster Recovery Not enough data Not enough data Document Management Not enough data Not enough data API Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customizable Templates Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Corrective and Preventive Actions (CAPA) Not enough data Not enough data Activity Dashboard Not enough data Not enough data Issue Management Not enough data Not enough data Communications Management Not enough data Not enough data Audit Trail Not enough data Not enough data IT Incident Management Not enough data Not enough data Audit Management Not enough data Not enough data Event Logs Not enough data Not enough data Risk Analysis Not enough data Not enough data Workflow Management Not enough data Not enough data Risk Assessment Not enough data Not enough data Incident Reporting Not enough data Not enough data Self Service Portal Not enough data Not enough data Customizable Reports Not enough data Not enough data Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Reminders Not enough data Not enough data On Call Scheduling Not enough data Not enough data Investigation Management Not enough data Not enough data Maintenance Scheduling Not enough data Not enough data Status Tracking Not enough data Not enough data AWS Marketplace[Hide 3 FeaturesShow 3 Features](javascript:void(0);) Not enough data Not enough data Agentic AI - AWS Marketplace 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 Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);) Not enough data Not enough data Incident Management 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 Real-Time Notifications Not enough data Not enough data Reporting Dashboards Not enough data Not enough data Time Tracking Not enough data Not enough data Surveys Not enough data Not enough data Activity Tracking Not enough data Not enough data Access & Usability 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 Mobile Access Not enough data Not enough data Agentic AI - Service Desk 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 Third-Party Integrations Not enough data Not enough data Additional Functionality Project Management Not enough data Not enough data Procurement Management Not enough data Not enough data CMDB Not enough data Not enough data AI Copilot Not enough data Not enough data Generative AI Not enough data Not enough data IT Risk Management Not enough data Not enough data Service Catalog Not enough data Not enough data Inventory Management Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Chat/Messaging Not enough data Not enough data Change Management Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Task Management Not enough data Not enough data Email Templates Not enough data Not enough data Benchmarking Not enough data Not enough data Localization Automation Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Customer Support Not enough data Not enough data Scheduled/Automated Reports Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Release & Deployment Not enough data Not enough data Email Management Not enough data Not enough data Contract/License Management Not enough data Not enough data Workflow Management Not enough data Not enough data Problem Management Not enough data Not enough data Analytics Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Configuration Management Not enough data Not enough data API Not enough data Not enough data IT Asset Management Not enough data Not enough data Remote Access/Control Not enough data Not enough data Live Chat Not enough data Not enough data Customizable Reports Not enough data Not enough data Incident Management Not enough data Not enough data Asset Lifecycle Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Customizable Templates Not enough data Not enough data Customizable Branding Not enough data Not enough data User Insights Reviewers' Company Size [![Request Tracker](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_ff57ca2457aa975865d1d795dcf8bdf1/request-tracker.png "Request Tracker")](https://www.g2.com/products/request-tracker/reviews) Request Tracker Small-Business(50 or fewer emp.) 22.2% Mid-Market(51-1000 emp.) 33.3% Enterprise(\> 1000 emp.) 44.4% [![osTicket](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0bf5f14a5b4f19be936226c599a176fa/osticket.png "osTicket")](https://www.g2.com/products/osticket/reviews) osTicket Small-Business(50 or fewer emp.) 57.8% Mid-Market(51-1000 emp.) 33.3% Enterprise(\> 1000 emp.) 8.9% Small-Business (50 or fewer emp.) 22.2% 57.8% Mid-Market (51-1000 emp.) 33.3% 33.3% Enterprise (\> 1000 emp.) 44.4% 8.9% Reviewers' Industry [![Request Tracker](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_ff57ca2457aa975865d1d795dcf8bdf1/request-tracker.png "Request Tracker")](https://www.g2.com/products/request-tracker/reviews) Request Tracker Internet 22.2% Oil & Energy 11.1% Information Technology and Services 11.1% Higher Education 11.1% Consumer Services 11.1% Other 33.3% [![osTicket](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0bf5f14a5b4f19be936226c599a176fa/osticket.png "osTicket")](https://www.g2.com/products/osticket/reviews) osTicket Information Technology and Services 24.4% Education Management 13.3% Computer Software 11.1% Telecommunications 4.4% Retail 4.4% Other 42.2% FAQs ## Request Tracker vs osTicket FAQs Generated using AI Last updated: August 16, 2026 ### What is the difference between osTicket vs Request Tracker? osTicket stands out for its higher overall G2 rating and ease of setup, while Request Tracker is noted for its strong support and automation features. | [osTicket](https://www.g2.com/products/osticket/reviews) | [Request Tracker](https://www.g2.com/products/request-tracker/reviews) | | --- | --- | | 4.4/5 (45 reviews) | 3.8/5 (10 reviews) | | 8.1 | โ€” | | 6.8 | 7.5 | | Easy to use and customizable, with strong ticket assignment and tracking | Automation, custom dashboards, and strong support for bug tracking | ### How do the pricing models of osTicket and Request Tracker compare? osTicket is favored by reviewers for its value, especially as a free, open-source solution, while Request Tracker is also seen as cost-effective but with less emphasis on value in recent reviews. - **osTicket:** Reviewers consistently highlight osTicket's free, open-source model as a major value driver, noting significant cost savings for small businesses and organizations willing to self-host. - **Request Tracker:** Reviewers mention Request Tracker's pricing as competitive, especially for organizations needing automation and customization, but do not emphasize cost savings as strongly as with osTicket. - **Switching reasons:** Several reviewers cite moving to osTicket from paid solutions like Zendesk to reduce costs and gain more control over customization. ### What are the best alternatives to osTicket and Request Tracker? The top three alternatives to osTicket and Request Tracker are Jira, Freshdesk, and Zendesk for Customer Service. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [osTicket](https://www.g2.com/products/osticket/reviews) | 4.4/5 (45 reviews) | โ€” | Free, open-source, strong value for small businesses | Customizable, easy ticket assignment and tracking | | [Request Tracker](https://www.g2.com/products/request-tracker/reviews) | 3.8/5 (10 reviews) | โ€” | Competitive pricing, strong automation features | Automation, custom dashboards, bug tracking | | [Jira](https://www.g2.com/products/jira/reviews) | 4.3/5 (7,940 reviews) | Mid-Market | Flexible pricing, widely adopted in software teams | Powerful workflow automation and integration with development tools | | [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5 (3,762 reviews) | Small-Business | Affordable for small teams, scalable plans | User-friendly interface and robust customer support features | | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7,035 reviews) | Mid-Market | Flexible pricing, strong for scaling support operations | Comprehensive ticketing and multi-channel support | ### Which AWS Marketplace features should I prioritize when comparing osTicket and Request Tracker? Buyers should prioritize ease of setup, quality of support, automation capabilities, ticket assignment and tracking, and customization when comparing osTicket and Request Tracker. - **Ease of Setup:** osTicket scores 8.1; Request Tracker is frequently described as easy to install and maintain in reviews. - **Quality of Support:** osTicket scores 6.8; Request Tracker scores 7.5, with reviewers highlighting strong support experiences. - **Automation:** Request Tracker is praised for automation via Scrips and Actions; osTicket reviewers mention canned responses and ticket assignment automation. - **Ticket Assignment and Tracking:** osTicket is frequently cited for easy ticket assignment and tracking; Request Tracker is noted for customizable workflows and dashboards. - **Customization:** Both products are described as highly customizable, with osTicket reviewers emphasizing ease of code modification and Request Tracker reviewers noting flexible authorization and custom fields. ### What are the pros and cons of osTicket vs Request Tracker? osTicket's headline strength is its ease of use and customization, while Request Tracker excels in automation and support quality. - **osTicket strengths:** Easy to use and set up, highly customizable, free and open-source, strong ticket assignment and tracking, active support forums. - **osTicket trade-offs:** Outdated UI, limited mobile responsiveness, initial setup can be complex, plugin ecosystem is less extensive, reporting features require third-party add-ons. - **Request Tracker strengths:** Strong automation via Scrips and Actions, customizable dashboards, robust authorization system, multi-platform support, high support quality. - **Request Tracker trade-offs:** UI is less modern, significant customization effort may be required for some workflows, integration with version control systems is limited, timer issues in ticket workflows. ### Is osTicket or Request Tracker better for small businesses? osTicket is the better fit for small businesses, with reviewers consistently highlighting its value and suitability for SMEs. - **osTicket:** Reviewers describe osTicket as ideal for small businesses and SMEs, citing its free, open-source model and ease of use for internal ticketing and support. - **Request Tracker:** Reviewers note Request Tracker's flexibility and automation, but do not emphasize small-business fit as strongly as with osTicket. ### Which AWS Marketplace platform has better integrations? osTicket and Request Tracker are rated at parity for integrations, with reviewers mentioning integration capabilities but not favoring one over the other. - **osTicket:** Reviewers mention integration with email systems and the ability to customize integrations, but do not cite specific third-party tools in recent reviews. - **Request Tracker:** Reviewers highlight integration with email, RESTful API, and LDAP/Active Directory, with requests for more integrations with version control systems. ### How do osTicket and Request Tracker compare on customer support? Request Tracker holds a modest lead in Quality of Support, scoring 7.5 versus osTicket's 6.8, a difference above the materiality threshold. - **osTicket:** Reviewers describe support as active through forums and community, with some noting the absence of paid support and variable response times. - **Request Tracker:** Reviewers consistently praise the quality of support, citing responsive assistance and helpful documentation. ### Which is easier to implement, osTicket or Request Tracker? osTicket is rated higher for Ease of Setup, with a score of 8.1 and frequent reviewer praise for straightforward installation, while Request Tracker is also described as easy to install but without a scored metric. - **osTicket:** Reviewers highlight quick setup, ease of installation, and straightforward configuration, especially for self-hosted environments. - **Request Tracker:** Reviewers describe installation as easy and maintenance as simple, but note that significant customization may be required for complex workflows. ### Which product has better Help Desk? osTicket is favored for Help Desk functionality, with reviewers consistently citing its effectiveness for ticket management and support operations. - **osTicket:** Help Desk is the most frequently mentioned feature, with reviewers praising its ticket assignment, tracking, and centralization capabilities. - **Request Tracker:** Reviewers note strong Help Desk features, including customizable workflows and dashboards, but do not cite it as frequently as osTicket. Alternatives **Request Tracker Alternatives** ![Jira](https://images.g2crowd.com/uploads/product/hd_favicon/33ea9716a927c77d0e0c7cfe1a01035d/jira.svg "Jira") [ Jira ](/products/jira/reviews) ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") [ Freshdesk ](/products/freshdesk/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) **osTicket Alternatives** ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") [ Freshdesk ](/products/freshdesk/reviews) ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") [ Zendesk for Customer Service ](/products/zendesk-for-customer-service/reviews) ![OTRS](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0157ad1d37fb7147926dce08353419c5/otrs.png "OTRS") [ OTRS ](/products/otrs/reviews) ![Zammad](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_76e73c14068e47fcf4b4ef9c9b2f7ca1/zammad.png "Zammad") [ Zammad ](/products/zammad/reviews) ## Request Tracker vs osTicket - Reviewers felt that osTicket meets the needs of their business better than Request Tracker. - When comparing quality of ongoing product support, reviewers felt that Request Tracker is the preferred option. - For feature updates and roadmaps, our reviewers preferred the direction of osTicket over Request Tracker.