Request Tracker Reviews & Product Details

Request trackers can provide valuable data and insights that can help organizations make better decisions about their resources and processes. Request trackers can help organizations streamline their workflow by automating tasks for me. Review collected by and hosted on G2.com.

Request trackers handle sensitive information, so data security and privacy must be a top priority. So therefore I have to make sure that we are protecting other people's privacy while using it. Which can be costly if you are looking for really good privacy protectors. Review collected by and hosted on G2.com.

The authorization system that enables me to toggle RT features, on or off. It might not be the simplest for beginners. Review collected by and hosted on G2.com.

Request Tracker offers advantages such as compatibility with operating systems and real time response to requests but it requires significant customization effort to adapt to different workflows. Review collected by and hosted on G2.com.

Automating the request is one the best feature for tracking defects, enhancement and other things in organisation. Providing custom dashboard will help to organising thing easily. Review collected by and hosted on G2.com.

What I think that we could ask for is integration with different technologies like version control system. Review collected by and hosted on G2.com.

RT helps IT people track and resolve problem and incident requests for all types of customers.

RT offers three methods to interact with the system:

- via GUI

- via RESTful API

- via e-Mail

If you enable RT's email-incoming feature, it's possible to open a ticket and respond to the ticket via e-Mail (this feature reduces the customer's effort to integrate their ticketing systems in RT).

The RT user interface is clean and offers all typical features of ticket-tracking systems:

- a ticket workflow (standard and customizable lifecycle)

- a notification system

- custom fields

- asset-management and KB

- report, chart, and dashboard for ticket monitoring

- SLA Review collected by and hosted on G2.com.

RT offers a fine-grained authorization for enabling or disabling RT features, but for beginner users, it is not easy.

The standard RT authentication is:

- Local Database

- LDAP/Active Directory

You can install other authentication methods via plugins or connectors for external IAM (e.g., SSO, SAML, OpenID, etc.). Review collected by and hosted on G2.com.

Automation via Scrips and Actions and Critical information is always available and all in one place. Review collected by and hosted on G2.com.

Dark Theme and Self-Service Customer Portal. Review collected by and hosted on G2.com.

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.

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.

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.

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

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.

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

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

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

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.

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.