RT is an enterprise-grade issue tracking system. It allows organizations to keep track of what needs to get done, who is working on which tasks, what’s already been done, and when tasks were (or weren’t) completed.
RT is used by Fortune 50 companies, government agencies, educational institutions, non-profits, and development organizations around the world. RT is used by systems administrators, customer support staffs, NOCs, developers, and even marketing departments to track issues, outages, bugs, requests, and all kinds of other things at thousands of sites around the world.
RT is written in Perl and runs on the Apache and lighttpd web servers using mod_perl or FastCGI with data stored in either MySQL, PostgreSQL, Oracle or SQLite. It is possible to extend the RT interface using plug-ins written in Perl.
Key Features
- Install to many different devices: desktop, laptop, tablet, cell phone.
- Highly customizable.
- Interface via email.
- Email support provides:
- Auto-responses.
- Attachments.
- Full customization of email rules.
- Dashboards and relationship graphs to show you the big picture.
- Seamless PGP support for encrypting, decrypting, signing, and verifying outgoing and incoming email.
- Richtext editing to easily format your correspondence.
- Time tracking and reporting, including support for service level agreements.
- Integration with your existing user login system.
- A self-service interface for non-users to interact with their tickets.
- Integrates with RTFM, Best Practical’s knowledge base application.
- Full REST API to talk to API.
- Command-line client.
- Install extensions for additional features and functionality.
- Available in more than 15 languages.
Website: bestpractical.squarespace.com/request-tracker
Support: Resources
Developer: Best Practical Solutions, LLC
License: GNU General Public License v2.0
RT is written in Perl. Learn Perl with our recommended free books and free tutorials.
Related Software
| Customer Service Trouble Ticketing Software | |
|---|---|
| Zammad | Web based helpdesk/customer support system with bags of features |
| Request Tracker | Mature enterprise-grade issue tracking system |
| osTicket | Widely-used lightweight support ticket system |
| Roundup | Simple to use and install issue tracking system |
| Libredesk | Self-hosted omnichannel customer support desk |
| FreeScout | Self-hosted help desk and shared mailbox application |
| Frappe Helpdesk | Customer service and ticket management application |
| Znuny | Fork of OTRS |
| OpenSupports | Simple ticketing system |
Read our verdict in the software roundup.
| Issue Tracking Systems | |
|---|---|
| OpenProject | Collaborative project management with planning and tracking |
| Zammad | Web based open source helpdesk/customer support system |
| Plane | Modern project management for issues, cycles, and roadmaps |
| Request Tracker | Mature enterprise-grade issue tracking system |
| MantisBT | Issue tracker implemented in PHP and using MySQL as a database |
| osTicket | Customer support ticket system |
| Fossil | Distributed version control system, bug tracking system and wiki server |
| Bugzilla | Bug Tracking System available through a web interface |
| Roundup | Simple-to-use and install issue-tracking system |
| Trac | Issue tracker implemented in PHP and using MySQL as a database |
| Redmine | Flexible project management web application |
| Flyspray | Simple, web-based bug tracking system written in PHP |
| Znuny | Fork of OTRS |
| Eventum | User friendly and flexible issue tracking system |
| FlowInquiry | Manage tickets, workflows and SLA tracking |
| Pachno | Friendly issue tracking |
| OpenSupports | Simple ticketing system |
| Phorge | Ccmmunity-maintained fork of Phabricator |
| Qisutu | Straightforward ticket management for teams and support workflows |
Read our verdict in the software roundup.
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