Request Tracker vs Kayako : Which is Better?
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
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Request Tracker VS Kayako
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.
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
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
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