Request Tracker

All Cloud RT & On-Premise deployments have ungated access
to our full feature set at every
support level!

For more than 20 years, teams of all sizes have used Request Tracker to streamline tasks, improve efficiency, and strengthen communication. RT is incredibly customizable, extendable, and is a great fit for anyone interested in understanding who's handling what, working on which tasks, and which activities have the highest priority—just to name a few!

Seamless Email Integration

Request Tracker receives and manages all email sent to any of your key email addresses: support@, sales@, helpdesk@, security@, etc. Staff can manage ticket replies via email or by using RT’s full web interface.

New Theme with Responsive Design

RT 5 brings a new, modern, responsive layout with all of the power and familiar features of RT. For developers familiar with Bootstrap, it will now be much easier to customize RT's UI or even create your own new themes using the Bootstrap toolkit as a base.

Easy to Build Charts

Take your reporting to the next level with our updated charting interface.

Workflow Builder

RT’s lifecycles feature enables you to create, manage, and automate workflows. RT 5 now includes a visual lifecycle configuration tool that you can use right in your browser.

Automation via
Scrips and Actions

Every transaction on a ticket automatically triggers any configured Scrips. Conditions and Actions on each Scrip allow you to easily automate events in RT or other systems when key updates are made to tickets.

Scheduled Reports
and Dashboards

Keeping track of which reports and tasks matter most has never been easier with RT’s drag-and-drop Dashboard editor.

Knowledge Base

We call RT’s knowledge base feature Articles. Articles provide a way to create canned responses for answering frequently asked questions. Articles can be easily inserted into ticket replies or searched for in RT’s User Interface.

Inline Edit

Starting with your RT homepage, inline editing is now available for fields in ticket listings. Inline editing is also available on ticket display pages, search results and saved searches.

Dark Theme

Our new theme is called Elevator and with the popularity of dark modes, we knew RT needed one too. RT 5 has elevator-light and elevator-dark so you can pick the mode that best matches your current desktop settings, or maybe your mood.

Transaction Query Builder

You can now search for individual transactions and get transaction information in search results. This allows you to do searches like "show me all the replies I sent this week" or "show me all of the changes to this custom field on this ticket" or even "show me how many replies were sent by everyone on the Support queue last week".

RT Configuration
in Web Admin UI

SuperUsers can now take advantage of hundreds of RT’s configuration options by making change right in the browser. Changes, including updates to global settings, are applied immediately.

Tangible and Intangible Asset Management

Assets make it easy for you to track and manage all of the equipment or other kinds of assets you are responsible for within RT.