Request Tracker

Create multiple roles on tickets and assets to associate users and groups.

Grant users access to only tickets and queues related to their role with fine-grained permissions.

Set rights based on ticket Owner, Requestor, or custom roles you define.

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

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

Audit history of every change made to a ticket, listing all conversations and other ticket changes like status, showing who made the change and when.

Every ticket update is tracked and viewable in the ticket history with complete audit information.

Integration with Active Directory, SAML, and other authentication systems for enterprise security.

Track changes with a dedicated queue or quickly get started with a full custom configuration in the free RT-Extension-ChangeManagement.

Let other users know you are working on a ticket with the free RT-Extension-TicketLocking.

Have live chat sessions with other users directly on tickets and save transcripts on the ticket with the free RT-Extension-RocketChat.

Reply to end users and comment to internal team only on any ticket.

General Data Protection Regulation (GDPR) support with optional features to allow self-service users to see and remove their personal data.

Optional hosting feature that provides Cloud RT customers the ability to have live chat sessions with their own customers. All communications from these chats are added to the ticket for future reference.

Accept end-user feedback and store the responses right on the associated support ticket with the free RT-Extension-Survey.

Allow end-users to log in and view and reply to just their own tickets.

Custom Lifecycle designer supporting custom statuses, transitions, and rights.

Change colors and the logo to match your company or create an entire Bootstrap theme.

Create multi-page ticket creation wizards for RT.

Track additional data on every request with unlimited custom fields.

Every queue supports custom lifecycles, user access rights, and other queue-specific configurations.

Export your data from Request Tracker. You own your data and can request a copy at any time.

Full HTML email support for response and in templates.

Create HTML email replies with bold, italics, different font sizes and other formatting options.

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

Over 400 freely available extensions that offer extra features and functionality at no extra cost.

Attach any separate files via the web interface or via email.

Deploy RT under your own AWS account using the available AWS image.

Cloud-hosted Request Tracker instance hosted on AWS with optional region selection for compliance requirements.

Deploy Request Tracker on your own servers with complete control over customization and hosting setup.

Request Tracker for Incident Response (RTIR) provides custom queues and workflows for security teams.

Scalable to handle any number of users and tickets with no built-in usage limits, just add hardware.

Interface with RT in shell scripts or use the CLI for integrations with system tools.

Track ticket activity with custom searches that can be consumed as RSS feeds.

Use the RT REST API with tokens and JSON to integrate with other systems. Integration with Zapier for third-party connections.

Built-in knowledge base feature called Articles that 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.

Request Tracker interface translated into 35+ languages.

Automatic notifications based on message or other ticket updates. Any action on a ticket can send a notification to whoever should receive it.

Core priority field on every ticket with custom priority levels, as many as you need.

Create custom fields to track tags or add the free RT-Extension-Tags for more features.

Tailor your SLAs to reflect your working hours.

Define and enforce Service Level Agreements (SLAs) by setting custom deadlines for ticket resolution based on priority, type, or other criteria.

Search tickets for any words in the full history to find specific responses.

Use the search bar to quickly find tickets, or the full Query Builder for detailed metadata searches.

Secure email connections with encryption support for incoming and outgoing email.

Best Practical provides guidance on adapting RT's extensions to fit your organization's needs, including advice on selecting, installing, and configuring supported extensions.

Best Practical helps you map existing business processes into clear, efficient RT workflows, from queue setup and ticket lifecycles to roles, approvals, and notifications.

Built-in time estimated and worked on every ticket, with extended features available in the free RT-Extension-TimeTracking.

Dark theme option for navigating RT's interface.

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

Modern, responsive layout with all the power and familiar features. For developers familiar with Bootstrap, it's easier to customize RT's UI or create new themes using Bootstrap toolkit as a base.

Custom pages to allow users or groups to approve or deny new requests.

Update multiple tickets at one time with Bulk Update, available from any set of search results.

Every ticket has an Actions menu that you define in the Lifecycle.

Create fully custom workflows with the Lifecycle editor.

Visual lifecycle configuration tool that enables creation, management, and automation of workflows. RT includes a visual lifecycle configuration tool you can use right in your browser.