Groove vs Request Tracker

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

SimpleEmailSmall teamOpen-sourcePerlLegacy

When to choose Groove

  • Simple email helpdesk
  • Clean inbox UI

When to choose Request Tracker

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

Key differences between Groove and Request Tracker

FactorGrooveRequest Tracker
Best fitsmall and mid-sized support teamsIT and internal service teams
Starting priceFrom $12/agent/moFree plan / low-cost entry
G2-style rating4.5/54/5
Main focusAI-assisted support and automationITSM workflows, service requests, and asset-related support
Categorysmbfree, itsm

Groove limitations

  • Development seems paused
  • Limited modern features

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

Switching from Groove 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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