Request Tracker Reviews & Product Details

Request Tracker Overview

What is Request Tracker?

RT is a battle-tested issue tracking system which thousands of organizations use for bug tracking, help desk ticketing, customer service, workflow processes, change management, network operations, youth counselling and even more.

Request Tracker Details
Product Description

RT is a battle-tested issue tracking system which thousands of organizations use for bug tracking, help desk ticketing, customer service, workflow processes, change management, network operations, youth counselling and even more.


Seller Details
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Best Practical
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www.linkedin.com
9 employees on LinkedIn®
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Request Tracker Reviews

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Graduate Teaching Assistant
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

We have the ability to update the frequency of how often tickets come in.

After replying to an email we can resolve it, and if there is a reply the ticket will opens up again. Review collected by and hosted on G2.com.

What do you dislike?

Search takes too long to perform, especially if we search by date. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Replying to internal and external request in a real time manner.

Helping students answer technology-related question. Review collected by and hosted on G2.com.

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Business Intelligence Analyst
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

One of the features that I like about Request tracker is how it enables creation of Custom Dashboards for different processes and how we can share the same with a group of people in the company who might need to see the number of tickets and the details of the tickets right in the software itself. And then comes its seamless Email integration with the Active Directory of our organization. Review collected by and hosted on G2.com.

What do you dislike?

The way how the UI looks for this tool is not that great as some other ticketing software that other organizations generally use viz., Service Now, etc. However, what I've heard from the Enterprise team at our company is the absence of the nice look and feel is complemented by its seamless command line utility admin capabilities as well as the solution's pricing. And of course, another add-on this tool is missing is the problem with any ticket's timer. For example, when a Service Desk Analyst responds to a User ticket and stalls the ticket the ticket doesn't explicitly stops the timer. This produced a problem in our Service Metrics Reporting Activity. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Currently, the Request tracker is our sole Service Desk Management tool which forms the basis of communication between us and our clients, users. We are able to email our users about the latest developments with their requests, respond to any Major Incidents reported by them to us. Review collected by and hosted on G2.com.

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AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Be able to manage requests of any type and have an audit trail of all of them Review collected by and hosted on G2.com.

What do you dislike?

None at all It's a great software that works beautifully Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Managing requests with it makes possible anyone on the team keep track of everything Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It is open source which allow the much needed customisation Review collected by and hosted on G2.com.

What do you dislike?

Difficult user interface. Merging tickets and replying to tickets with a long email chain is frustrating Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Does your workflow match RT's? If not, it can take alot of work to customise Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It gave us a customisable ticketing system Review collected by and hosted on G2.com.

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Senior Software Engineer - OpenShift
Computer Software
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Request Tracker is a no-frills bug tracker software used by the Perl community (the tracker at https://rt.cpan.org is used by most Perl packages on the CPAN). The tracker won't win any design awards (it's not particularly pretty, it was made by engineers for engineers) but it works reasonably well for what it does. You open bugs, add comments, subscribe others to bugs, etc. Review collected by and hosted on G2.com.

What do you dislike?

It's an older technology and lacks the sort of integration with version control systems that users come to expect.

In many cases, GitHub Issues may be a better fit (it's nice to be able to reference issues in your commits and have some basic integration between the two - e.g. "Changes foo, bar, qux. This addresses issue #42" -- the Request Tracker doesn't provide this sort of integration.

It works pretty well for what it does. Its use for basically all distributions on CPAN ensures that it can scale to a large number of projects and issues. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you're comfortable with Git, look into solutions like Gitlab and GitHub or GitHub Enterprise. These provide better integration between the version control system and the issue tracker. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I'm a published CPAN author (JAWNSY), so I use Request Tracker for my distributions as it predated the popularity of GitHub and is the de facto standard bug tracker for CPAN authors. I use it for keeping track of bugs as well as to-do items, there are usual fields like Owner, Cc, Severity, Dependency links, etc. Review collected by and hosted on G2.com.

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