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Request Tracker

Built for Teams. Trusted for Decades. Open for Good.·bestpractical.com

$15–$39/mo · Free plan · Open source See pricing ↓

Request Tracker (RT) is an open source ticketing and request tracking system that can be self-hosted or run as a fully managed cloud service. It handles support, IT, incident response, asset management, and internal workflow tickets with email integration, customizable workflows, automation, and role-based permissions. RT is fully open source with a public API and 400+ extensions, and it now includes built-in AI features such as suggested replies, ticket summaries, and smart routing.

What it's for

Customer and internal support ticketingIncident response and security workflowsIT asset managementChange managementAWS reservation managementEmployee onboarding/offboarding workflows

Features 20

Asset management for tracking equipment
Automation via Scrips and Actions
Built-in time tracking
Custom roles and fine-grained permissions
Custom ticket lifecycles and visual workflow builder
GDPR self-service data controls
Inline editing on ticket listings and displays
Knowledge base (Articles) for canned responses
Multi-page ticket entry form builder
Multilingual UI (35+ languages)
PGP and S/MIME email encryption support
REST 2 API with Zapier integration
Scheduled reports and drag-and-drop dashboards
Seamless email integration for support addresses
Self-service customer portal
SLA management with business-hours support
Transaction query builder for detailed searches
Unlimited custom fields
Unlimited customizable queues
Web-based admin configuration UI

At a glance

free tierfree trialopen sourceself-hostableAPI

TypeWeb app

DeploymentHybrid

PlatformsWeb

ForIT teams, support teams, operations teams, organizations of all sizes

CompanyBest Practical Solutions LLC · 2001

Integrations

Anthropic ClaudeZapierSAMLOpenAI ChatGPTAWSActive DirectoryMicrosoft CopilotGoogle GeminiRocketChat

Complianceself-reported

GDPR

Resources

Docs

Pricing

Cloud RT prices are shown per user per month billed annually (Starter from 5 users, Business from 10 users). Enterprise pricing is listed as custom/contact sales on the main pricing cards, though a comparison table elsewhere on the same page shows $99/user/mo for Enterprise. On-premise/self-hosted support plans exist but their pricing is not published on these pages; RT itself is open source software.

Starter$15/user/mo · billed annually

For small teams consolidating from shared inboxes; price billed annually.

250 tickets/month, 10 GB secure storage

Business$29/user/mo · billed annually

For teams needing reliable support and SLA guarantees; price billed annually.

1,000 tickets/month, 30 GB secure storage

Growth$39/user/mo · billed annually

Marked 'Most Popular'; for multi-team orgs needing enterprise-grade operations; billing cadence not explicitly labeled but shown alongside annually-billed plans.

5,000 tickets/month, 75 GB secure storage

EnterpriseQuote

Custom pricing, tailored to organization, contact sales; a separate comparison table on the same page lists Enterprise at $99/user/mo, which conflicts with the 'Custom' pricing shown on the main plan card.

Unlimited tickets, 1 TB+ secure storage

Academic institutions receive 20% off.