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Organizations of all sizes use RT to track and manage customer requests, internal project tasks, and workflows of all sorts. With custom ticket lifecycles, seamless email integration, configurable automation, and detailed permissions and roles, RT serves the needs of your customers, your staff, and you.
Help Desk Software Open Source
•Email Integration •Custom Workflows •Multiple search options •Full text search •Custom field support •Charts interface
Small (<50 employees), Medium (50 to 1000 Enterprise (>1001 employees)
What is best?
•Email Integration •Custom Workflows •Multiple search options •Full text search •Custom field support •Charts interface •Custom dashboards
What are the benefits?
•Custom dashboards •Schedule dashboards •REST API for integrations •Time tracking and task priority •Translation into 25 + languages •SLA automation and tracking
Aggregated User Rating
Ease of use
Features & Functionality
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Request Tracker is ticket-tracking system created to manage customer service and coordinate tasks with mail integration and custom ticket lifecycles.
Aggregated User Rating
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Request Tracker is a ticket-tracking system created to manage customer requests, coordinate project tasks, and maintain workflows. Some of the features include email integration, configurable automation, and detailed permissions and roles with custom ticket lifecycles.
Users can manage ticket replies with the email integration functionality, customized templates for auto-replies in HTML format are also available. RT’s Lifecycles feature offers custom workflows with ticket statuses, actions, and transitions, with the ability to action automated events when updates are made on a ticket. The platform is flexible in that users can track various types of data to be recorded.
The system has full custom field support for any data users need to track, with multiple search options including free text search, query builder, and advanced search. RT’s has a charts interface so that users can visualize ticket data with a custom dashboard which displays key ticket information.
Users can schedule dashboards to be emailed to themselves or co-workers with automatic notifications based on message or other ticket updates. RSS feeds are available for ticket activity based on subjective searches. The email digest feature automatically generates mail exchanged by day, week, or month with time tracking and task priority. The email interface works with Outlook, Apple Mail, Thunderbird, Gmail and Mutt.
The software supports applications with REST API and works with a number of browsers including mobile devices. RT requires a Unix-like or Linux operating system, SQL database, web server, and Perl. The program can be translated into 25 + languages with SLA automation and tracking.
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