Request Tracker

Full of Features for Today Fully Open for Tomorrow

For over 20 years teams of all sizes have used Request Tracker to help get more done.

Seamless Email Integration

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.

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 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.

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.

Graphical Lifecycle Creator

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 automate events in RT or other systems when key updates are made to tickets.

Updated Charting Interface

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

Updated Dashboard Selection

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.

Knowledge Base

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.

Inline Edit

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.

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 when you save.

Asset Management

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

• Integration with Active Directory, SAML, and other authentication systems

• SLA Automation and Tracking

• Self-Service Customer Portal

• Predefined Ticket Actions

• REST 2 API for Integrations

• Multiple Search Options: free text (simple) search, query builder, and advanced

• Full Text Search on Message History

• Full Custom Field Support for any data you need to track

• Customizable Dashboards with Key Ticket Information

• Fine-grained Rights and Permissions

• Automatic Notifications based on message or other ticket updates

• RSS Feeds of ticket activity based on any arbitrary search

• Time tracking and Task Priority

• General Data Protection Regulation (GDPR) Support

• PGP and S/MIME support

• Translation into 25 + languages

• Command-Line interface

• Over 400 freely available extensions to add functionality and features to your base RT instance