eGain vs Request Tracker

Choosing between eGain and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.

EnterpriseAIOmnichannelOpen-sourcePerlLegacy

When to choose eGain

  • Enterprise omnichannel
  • Strong knowledge management
  • AI-first since late 1990s

When to choose Request Tracker

  • Open-source
  • Battle-tested enterprise tool
  • Highly customizable

Key differences between eGain and Request Tracker

FactoreGainRequest Tracker
Best fitenterprise and mid-market teamsIT and internal service teams
Starting priceCustom pricingFree plan / low-cost entry
G2-style rating4.2/54/5
Main focusAI-assisted support and automationITSM workflows, service requests, and asset-related support
Categoryenterprisefree, itsm

eGain limitations

  • Complex implementation
  • Legacy feel
  • Not for SMBs

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

Switching from eGain to Request Tracker or the other way around?

Use Help Desk Migration to move tickets, customers, agents, groups, comments, attachments, and historical support data with less manual work.

Plan a migration

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