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When to choose osTicket
- Open-source
- Highly customizable
- Free
osTicket vs Request Tracker
Choosing between osTicket and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.
Open-sourceFreePHPOpen-sourcePerlLegacy
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When to choose Request Tracker
- Open-source
- Battle-tested enterprise tool
- Highly customizable
Key differences between osTicket and Request Tracker
| Factor | osTicket | Request Tracker |
|---|---|---|
| Best fit | small teams and budget-conscious organizations | IT and internal service teams |
| Starting price | Free plan / low-cost entry | Free plan / low-cost entry |
| G2-style rating | 4.1/5 | 4/5 |
| Main focus | ticket management, collaboration, and support operations | ITSM workflows, service requests, and asset-related support |
| Category | free | free, itsm |
osTicket limitations
- Very outdated UI
- Requires PHP/MySQL knowledge
Request Tracker limitations
- Very dated UI
- Requires Perl knowledge
- Steep setup
Switching from osTicket 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.