Key Features and Functionality
Seamless Email Integration
Request Tracker receives and manages all email sent to your key email addresses: support@, sales@, helpdesk@, security@.
Internal teams can communicate with external customers and team members on the same ticket.
Customize templates for auto-replies and all other correspondence to send branded, styled HTML emails including helpful links and other information with each reply.
Staff can manage ticket replies via email or use RT's full web interface.
Control who sees emailed replies and comments by adding and removing watchers for an individual message or for all activity on a ticket.
RT's Lifecycles allow you to create custom workflows with your ticket statuses, actions, and transitions to mirror your process.
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 on a ticket.
Advanced features like the SLA tool automatically set key values like the Due Date on each ticket so you don't miss a response.
The rt-crontool utility can run scheduled jobs to automatically perform updates to tickets or send notifications if tickets have been idle.
Assets leverages Request Tracker's custom field architecture, making it a very flexible platform for tracking whatever type of data asset you need to record.
You can manage important IT asset information, and even manage vendor support engagements with attached tickets. You can also assign asset stages using the same powerful Lifecycle features at tickets.
Add functionality and features to your Request Tracker installation! Extensions are a great way to easily extend RT's base functionality for your specific needs or use case. RT's extensions are freely available and written by both Best Practical and the RT community. Check out our available list of extensions today!
Automatic notifications based on message or other ticket updates
RSS feeds of ticket activity based on any arbitrary search
Email digests of activity by day, week, month, etc.
Time tracking and task priority
PGP and S/MIME support
Translation into 25 + languages
SLA automation and tracking
Self-Service customer portal
Multiple search options: free text (simple) search, query builder, and advanced
Full text search on message histories
Full custom field support for any data you need to track
Charts interface for visualizing ticket data
Custom dashboards with key ticket information
Schedule dashboards to be emailed to you or your co-workers
Fine-grained rights and permissions
Provides a REST API for integrations
Try RT Today
If you just want to give Request Tracker a quick test drive, you can experiment on our demo site. Just click the "Login as Guest" button on the login page.
(Looking for RT for Incident Response? Go here!)
Technical Specifications for Our Products
RT is a server-side, database-backed web application which works with any modern browser, including many popular mobile devices, and the email interface works with any mail client, from Outlook to Apple Mail to Thunderbird to Gmail to Mutt. On the server side, RT requires a Unix-like or Linux operating system, SQL database, web server, and Perl.
Linux (all distros we've tried), Mac OS X, FreeBSD, Solaris, or another Unix-like operating system
MySQL, MariaDB, PostgreSQL, and Oracle
Apache, Lighttpd, nginx, or any other server which supports FastCGI
The README describes the install process. You can use packaged versions for most of the above. RT is written in Perl and uses additional modules from CPAN. You can find details on managing a Perl for RT in the RT documentation.