Kustomer vs Request Tracker

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

OmnichannelRetailCRMOpen-sourcePerlLegacy

When to choose Kustomer

  • True omnichannel timeline
  • Deep customer context
  • Great for retail

When to choose Request Tracker

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

Key differences between Kustomer and Request Tracker

FactorKustomerRequest Tracker
Best fitenterprise and mid-market teamsIT and internal service teams
Starting priceFrom $89/agent/moFree plan / low-cost entry
G2-style rating4.3/54/5
Main focusAI-assisted support and automationITSM workflows, service requests, and asset-related support
Categoryenterprise, ecomfree, itsm

Kustomer limitations

  • Expensive starting price
  • Complex implementation

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

Switching from Kustomer 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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