Request Tracker vs osTicket : 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 osTicket
osTicket is a user-friendly, open-source ticketing system that emphasizes ease of use and customization, making it ideal for small to medium-sized businesses. Request Tracker, while more complex, offers robust tracking and reporting features suited for larger organizations with more intricate workflow needs.
Request Tracker
Pros:
- Robust ticket tracking and management features
- Flexible and customizable workflows
- Extensive reporting and analytics capabilities
- Strong community support and documentation
- Integration with various third-party tools
Cons:
- Steeper learning curve for new users
- Can become complex with extensive customization
- Some features may require additional plugins or scripts
osTicket
Pros:
- Open-source and free to use
- Highly customizable with themes and plugins
- User-friendly interface for both agents and customers
- Strong ticket management system
- Email integration for ticket creation and updates
Cons:
- Limited built-in reporting features
- May require technical skills for advanced customization
- Support primarily through community forums
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