Request Tracker Review - why 3.5 stars?

Shlomi Lavi / updated: Jun 02, 2022

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. This content is reader-supported, which means if you leave your details with us we may earn a commission. Learn why ITQlick is free .

What is Request Tracker?

Request Tracker is an issue tracking system that can help users with their help desk ticketing needs and manage workflow processes. The software is web-based and can be accessed from any internet-enabled device. Moreover, the full enterprise-ready system is completely free and is available under an open source license which means more customizability for users.

Best Practical Solutions LLC, the company behind Request Tracker, has been providing ticket tracking solutions since 2001. The company is popular for providing open source issue tracking solutions. The company is headquartered in Somerville, Massachusetts and was founded by Jesse Vincent.

Who is it best for?

Request Tracker is perfect for companies of all sizes, starting from Fortune 50 companies to large enterprises and government agencies. Any company that is looking for a way to improve their project and customer management system can try this software. NASA, Nike and Hallmark are some of the clients of Request Tracker.

Main features and functionalities

Request Tracker comes with relationship graphs and dashboard, seamless PGP support, MIME/S integration support, time tracking and reporting, mobile-optimized interface and self-service interface features. Users can get easy access to the software using their smartphones using the mobile-optimized interface. The seamless PGP support can help users to verify, decrypt, encrypt and signing both incoming and outgoing emails.

The issue tracking software offers a REST API and a command-line client that can help users to talk to RT from other software and supports integration with other systems. Non-users can easily manage their tickets and interact with them using the self-service interface. It’s easy to do branding using the custom theming with the theme editor. Other notable features are: customized summaries and richtext editing.

What is the actual cost?

The cost of license starts at $125 per feature/month. ITQlick pricing score is 4.6 out of 10 (10 is most expensive). Access ITQlick pricing guide for Request Tracker. You can also find here pricing information from Request Tracker's website.

Pros

• Request Tracker can be used by companies of all sizes, starting from Fortune 50 companies to large enterprises
• Request Tracker is web-based and can be accessed from almost any internet-enabled device
• The customer support of Request Tracker offers 5 different support plans for users
• The issue tracking software offers seamless PGP support unlike other similar tools
• The issue tracking solution offers time tracking and reporting solution unlike other similar tools

Cons

• Request Tracker doesn’t offer any mobile dedicated app for iOS and Android users
• Request Tracker doesn’t offer test planning integration feature like other similar tools
• The customer support of Request Tracker offers 24x7 coverage for only Platinum and Premium users
• The issue tracking software doesn’t offer Atom, Twitter and XMPP notification interfaces
• The issue tracking solution doesn’t offer GUI, SOAP and Visual Studio input interfaces for users

How it stacks up?

Access a head to head analysis of Request Tracker vs alternative software solutions.

Frequently Asked Questions (FAQs)