Request Tracker

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.