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Request Tracker (RT) with Basic Support

Best Practical Solutions | RT 5.0.2

Linux/Unix, Debian 9.13 - 64-bit Amazon Machine Image (AMI)

Reviews from AWS Marketplace

1 AWS reviews
  • 5 star
  • 4 star
  • 3 star
  • 2 star
  • 1

External reviews

6 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Giuseppe D.

Request Tracker (RT) the ideal ticket-tracking solution for all IT teams and organizations

  • January 28, 2022
  • Review verified by G2

What do you like best?
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
What do you dislike?
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.).
What problems are you solving with the product? What benefits have you realized?
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).

    Anirudh P.

A Non-Ideal Ticketing Software

  • August 18, 2021
  • Review verified by G2

What do you like best?
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?
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 are you solving with the product? What benefits have you realized?
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.

    Rafael Mar


  • July 05, 2021
  • Review verified by AWS Marketplace

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

    Hanh N.

Easy to use

  • March 15, 2019
  • Review verified by G2

What do you like best?
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?
Search takes too long to perform, especially if we search by date.
What problems are you solving with the product? What benefits have you realized?
Replying to internal and external request in a real time manner.
Helping students answer technology-related question.


request tracker

  • July 25, 2018
  • Review provided by G2

What do you like best?
Be able to manage requests of any type and have an audit trail of all of them
What do you dislike?
None at all It's a great software that works beautifully
What problems are you solving with the product? What benefits have you realized?
Managing requests with it makes possible anyone on the team keep track of everything


Difficult to use and basic

  • July 13, 2017
  • Review verified by G2

What do you like best?
It is open source which allow the much needed customisation
What do you dislike?
Difficult user interface. Merging tickets and replying to tickets with a long email chain is frustrating
What problems are you solving with the product? What benefits have you realized?
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

    Jonathan Y.

The venerable bug tracker, used on CPAN

  • December 17, 2015
  • Review verified by G2

What do you like best?
Request Tracker is a no-frills bug tracker software used by the Perl community (the tracker at 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?
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.
What problems are you solving with the product? What benefits have you realized?
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.
Recommendations to others considering the product:
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.

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