Request Tracker (RT) is an enterprise-grade issue tracking system from Best Practical, used by major organisations for over two decades. It manages tickets for customer support, internal IT, and bug tracking, and is renowned for its extensibility through a large library of plugins and integrations.

Key Features

• Ticket queues — Organise requests into separate queues for different teams, products, or priorities
• Email integration — Create and reply to tickets entirely by email, with threading and history
• Rights and permissions — Granular role-based access control for users, groups, and queues
• SLAs and escalation — Define service levels with due dates, escalation, and reminder rules
• Custom fields — Add structured data to tickets to fit any workflow
• Reporting — Build custom reports and graphs on ticket activity, workload, and response times
• Extensible architecture — A mature plugin ecosystem and REST API for deep integrations
• LDAP and Active Directory — Built-in authentication against existing directories

Why Use Request Tracker?

RT has proven itself in demanding environments, from universities to government agencies, and its email-first workflow fits naturally into organisations that already live in their mail client. The permission model and plugin ecosystem make it one of the most flexible enterprise ticketing systems available.

Use Cases

• Large organisations managing thousands of support requests across many teams
• IT departments needing LDAP integration and fine-grained access control
• Teams that prefer managing tickets primarily through email

Platform

Web-based (self-hosted) · Linux/Unix server · Docker

Licence

GPL-2.0

Website

bestpractical.com/rt