Kayako vs Request Tracker : Which is Better?

Kayako icon

Kayako

Kayako is a customer service software. Developed by Kayako

License: Commercial

Categories: Business & Commerce

Apps available for Mac OS X Windows Linux Online Android

VS
VS
Request Tracker icon

Request Tracker

Request Tracker is a ticket-tracking system written in Perl used to coordinate tasks and manage requests among a community of users. Developed by Best Practical Solutions LLC

License: Open Source

Categories: Business & Commerce Development

Apps available for Linux Online Perl

Kayako VS Request Tracker

Request Tracker offers extensive customization and a strong ticketing system, making it suitable for technical teams that require detailed tracking and reporting. In contrast, Kayako provides a more user-friendly experience with built-in customer feedback tools and mobile access, catering well to customer support teams looking for ease of use.

Kayako

Pros:

  • User-friendly interface
  • Excellent customer support
  • Mobile app availability
  • Integrated customer feedback tools
  • Strong knowledge base management

Cons:

  • Can be expensive for smaller teams
  • Limited customization compared to RT
  • Some features may be underdeveloped
  • Performance can lag with large data sets
  • Dependency on external integrations

Request Tracker

Pros:

  • Highly customizable
  • Strong ticketing features
  • Robust reporting capabilities
  • Open-source option available
  • Active community support

Cons:

  • Steeper learning curve
  • Less modern UI
  • Limited mobile access
  • Requires technical knowledge for setup
  • Can be overwhelming for new users

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