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

RT 5 brings a new modern, responsive layout with all of the power and familiar features of RT. For developers familiar with Bootstrap, it means 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.

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.

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.

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

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

The interface to select the components for dashboards and RT at a glance has been redesigned to provide the ability to drag and drop components.

RT’s knowledge base feature is called 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.

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

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".

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 when you save.

Assets make it easy for you to track and manage all of the equipment you are responsible for right in RT.