Sign in
Categories
Your Saved List Partners Sell in AWS Marketplace Amazon Web Services Home Help

Request Tracker (RT)

Best Practical Solutions | RT 5.0.3

Linux/Unix, Debian 10 - 64-bit Amazon Machine Image (AMI)

Reviews from AWS Marketplace

0 AWS reviews
  • 5 star
    0
  • 4 star
    0
  • 3 star
    0
  • 2 star
    0
  • 1 star
    0

External reviews

5 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
- SLA
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 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).


    Anirudh P.

A Non-Ideal Ticketing Software

  • August 20, 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 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.


    Hanh N.

Easy to use

  • March 17, 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 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.


    Internet

request tracker

  • July 26, 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 is the product solving and how is that benefiting you?
Managing requests with it makes possible anyone on the team keep track of everything


    Internet

Difficult to use and basic

  • July 14, 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 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


showing 1 - 5