# Request Tracker Reviews **Vendor:** Best Practical **Category:** [Bug Tracking Software](https://www.g2.com/categories/bug-tracking) **Average Rating:** 3.8/5.0 **Total Reviews:** 10 ## About Request Tracker Request Tracker (RT) gives teams a powerful, customizable, and affordable alternative to enterprise help desk tools like ServiceNow and Zendesk, with full control over workflows, automation, and data ownership. RT helps organizations track, manage, and resolve any type of request—whether IT incidents, customer support tickets, HR inquiries, or internal business operations. Its flexible design allows teams to create custom queues, automate repetitive tasks, and integrate seamlessly with email, APIs, and third-party systems. Built for teams that need reliability without complexity, RT delivers enterprise-grade functionality—ticketing, SLA tracking, approvals, dashboards, reporting, and workflow automation—without per-user pricing or vendor lock-in. Thousands of organizations worldwide rely on RT to streamline communication, improve accountability, and simplify request management across every department. ## Request Tracker Reviews ### 1. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2023 **What do you like best about Request Tracker?** 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. **What do you dislike about Request Tracker?** 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 pritecting other people's privacy while using it. Which can be costly if you are looking for really good privacy protectors. **What problems is Request Tracker solving and how is that benefiting you?** It is helping with organization and being effective to fix bugs. Set priorities for bug fixes based on severity, impact, and urgency. ### 2. Smooth Tracking & Issue Resolution **Rating:** 4.5/5.0 stars **Reviewed by:** Jak U. | SDR Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 01, 2023 **What do you like best about Request Tracker?** The authorization system that enables me to toggle RT features, on or off. It might not be the simplest for beginners. **What do you dislike about Request Tracker?** 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. **What problems is Request Tracker solving and how is that benefiting you?** Request Tracker, a bug tracker widely used in CPAN smoothly solves the challenge of managing and tracking bugs in our business operations. ### 3. Best Request Tracker app for enterprises! **Rating:** 5.0/5.0 stars **Reviewed by:** Paramesh C. | Enterprise (> 1000 emp.) **Reviewed Date:** September 11, 2023 **What do you like best about Request Tracker?** 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. **What do you dislike about Request Tracker?** What I think that we could ask for is integration with different technologies like version control system. **What problems is Request Tracker solving and how is that benefiting you?** Tracking and automating request made easy for me while working for diffrent projects. ### 4. Request Tracker (RT) the ideal ticket-tracking solution for all IT teams and organizations **Rating:** 5.0/5.0 stars **Reviewed by:** Giuseppe D. | IT Security Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2022 **What do you like best about Request Tracker?** RT help the IT people to track and resolve problem and incident requests for all type of customers. RT offer three methods for interact with the system: - via GUI - via RESTful API - via e-Mail If you enable RT email-incoming feature, it's possible to open a ticket and respond to the ticket via e-Mail (this feature reduce the customers effort to integrate his ticketing systems in RT). The RT user interface is a clean and offer all typicals features of ticket-tracking systems: - a ticket workflow (standard and customizable lifecycle) - a notifcation system - custom fields - asset-management and KB - report, chart and dashboard for ticket monitoring - SLA **What do you dislike about Request Tracker?** RT offers a fine-graded authorization for enabling or disabling RT features but for the beginner users 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 (eg. SSO, SAML, OpenID, etc.). **Recommendations to others considering Request Tracker:** RT is easy to install and maintain. It's possible to use RT with the principal DB (MySQL/MariaDB, PostgreSQL, Oracle, and SQLite -- useful for PoC and development environment). **What problems is Request Tracker solving and how is that benefiting you?** With the incoming email feature, it's possible to reduce the effort to integrate new customers in RT. The RESTful API offer methods for searching, creating and modifying ticket (useful for integrating BOT Chat). ### 5. Request Tracker **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2022 **What do you like best about Request Tracker?** Automation via Scrips and Actions and Critical information is always available and all in one place. **What do you dislike about Request Tracker?** Dark Theme and Self-Service Customer Portal. **What problems is Request Tracker solving and how is that benefiting you?** Works on Windows, Mac OS X, and Linux via the web. ### 6. A Non-Ideal Ticketing Software **Rating:** 3.0/5.0 stars **Reviewed by:** Anirudh P. | Senior Business Intelligence Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2018 **What do you like best about Request Tracker?** 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. **What do you dislike about Request Tracker?** 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. **What problems is Request Tracker solving and how is that benefiting you?** 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. ### 7. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Hanh N. | Graduate Teaching Assistant, Small-Business (50 or fewer emp.) **Reviewed Date:** March 15, 2019 **What do you like best about Request Tracker?** 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. **What do you dislike about Request Tracker?** Search takes too long to perform, especially if we search by date. **What problems is Request Tracker solving and how is that benefiting you?** Replying to internal and external request in a real time manner. Helping students answer technology-related question. ### 8. request tracker **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2018 **What do you like best about Request Tracker?** Be able to manage requests of any type and have an audit trail of all of them **What do you dislike about Request Tracker?** None at all It's a great software that works beautifully **What problems is Request Tracker solving and how is that benefiting you?** Managing requests with it makes possible anyone on the team keep track of everything ### 9. Difficult to use and basic **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** July 13, 2017 **What do you like best about Request Tracker?** It is open source which allow the much needed customisation **What do you dislike about Request Tracker?** Difficult user interface. Merging tickets and replying to tickets with a long email chain is frustrating **Recommendations to others considering Request Tracker:** Does your workflow match RT's? If not, it can take alot of work to customise **What problems is Request Tracker solving and how is that benefiting you?** It gave us a customisable ticketing system ### 10. The venerable bug tracker, used on CPAN **Rating:** 3.0/5.0 stars **Reviewed by:** Jonathan Y. | Senior Software Engineer - OpenShift, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** December 17, 2015 **What do you like best about Request Tracker?** 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. **What do you dislike about Request Tracker?** 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. **Recommendations to others considering Request Tracker:** 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. **What problems is Request Tracker solving and how is that benefiting you?** 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. ## Request Tracker Discussions - [How do I setup a request tracker?](https://www.g2.com/discussions/how-do-i-setup-a-request-tracker) - [Is Request Tracker an open source?](https://www.g2.com/discussions/request-tracker-is-request-tracker-an-open-source) - [Is Request Tracker an open source?](https://www.g2.com/discussions/is-request-tracker-an-open-source) - [Who uses request Tracker?](https://www.g2.com/discussions/request-tracker-who-uses-request-tracker) - [Who uses request Tracker?](https://www.g2.com/discussions/who-uses-request-tracker) - [View Request Tracker pricing details and edition comparison](https://www.g2.com/products/request-tracker/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+10%3A02%3A50+-0500&secure%5Bsession_id%5D=560ce1a7-da3f-4208-a699-f733f6442ac8&secure%5Btoken%5D=5b246de860d72a62ea7ea1a6f87cdf80cf9480cea061feed02e737c82c27b689&format=llm_user) ## Request Tracker Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Bug Reporting** - User Reports & Feedback - Tester Reports & Feedback - Team Reports & Comments **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Analytics** - Trends - Performance Tracking - Email Tracking **Bug Monitoring** - Analytics - Bug History - Data Retention **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Bug Tracking** - Adaptive Learning - Natural Language Interaction - Proactive Assistance **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Request Tracker Alternatives - [Jira](https://www.g2.com/products/jira/reviews) - 4.3/5.0 (7,410 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,657 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,490 reviews)