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

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.).

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).