How to Build Your Own Request Tracker

Automatic replies to requestor upon ticket creation using custom templates.

Set rules to automatically set the owner of incoming tickets using round-robin or based on ticket count.

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

Automatically create new tickets based on a schedule.

Define automation with scripts to automatically handle ticket workflows.

Use the query builder to create detailed ticket searches and custom reports.

Updated charting interface to take reporting to the next level with easy-to-build charts.

Visualize data with the charts interface for better reporting insights.

Export ticket data to .csv or excel spreadsheets for additional reporting or sharing.

Drag-and-drop Dashboard editor for keeping track of which reports and tasks matter most. Deliver ticket reports directly to your inbox with scheduled dashboards.

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.

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.

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.

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.

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.