Request Tracker (RT) with Basic Support
Best Practical Solutions | RT 5.0.4Linux/Unix, Debian 10 - 64-bit Amazon Machine Image (AMI)
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Best Request Tracker app for enterprises!
What do you like best about the product?
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 the product?
What I think that we could ask for is integration with different technologies like version control system.
What problems is the product solving and how is that benefiting you?
Tracking and automating request made easy for me while working for diffrent projects.
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Smooth Tracking & Issue Resolution
What do you like best about the product?
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 the product?
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 the product 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.
Request Tracker
What do you like best about the product?
Automation via Scrips and Actions and Critical information is always available and all in one place.
What do you dislike about the product?
Dark Theme and Self-Service Customer Portal.
What problems is the product solving and how is that benefiting you?
Works on Windows, Mac OS X, and Linux via the web.
Request Tracker (RT) the ideal ticket-tracking solution for all IT teams and organizations
What do you like best about the product?
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
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 the product?
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.).
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.).
What problems is the product 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).
Recommendations to others considering the product:
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).
IT DOESNT WORK IN AMAZON
I really dont recomment anyone to use this, cause there are no documentations in AWS in order to help users to deploy the app.
All istructuions are truncated, worst support ever
Dont buy it form Amazon, cause you will have no support, but you will pay
Easy to use
What do you like best about the product?
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.
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 the product?
Search takes too long to perform, especially if we search by date.
What problems is the product solving and how is that benefiting you?
Replying to internal and external request in a real time manner.
Helping students answer technology-related question.
Helping students answer technology-related question.
A Non-Ideal Ticketing Software
What do you like best about the product?
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 the product?
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 the product 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.
request tracker
What do you like best about the product?
Be able to manage requests of any type and have an audit trail of all of them
What do you dislike about the product?
None at all It's a great software that works beautifully
What problems is the product solving and how is that benefiting you?
Managing requests with it makes possible anyone on the team keep track of everything
Difficult to use and basic
What do you like best about the product?
It is open source which allow the much needed customisation
What do you dislike about the product?
Difficult user interface. Merging tickets and replying to tickets with a long email chain is frustrating
What problems is the product solving and how is that benefiting you?
It gave us a customisable ticketing system
Recommendations to others considering the product:
Does your workflow match RT's? If not, it can take alot of work to customise
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