Request Tracker vs SupportPal

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

Open-sourcePerlLegacySelf-hostedPHPData control

When to choose Request Tracker

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

When to choose SupportPal

  • Self-hosted PHP helpdesk
  • Full data control
  • One-time license
  • 4.7 on G2

Key differences between Request Tracker and SupportPal

FactorRequest TrackerSupportPal
Best fitIT and internal service teamssmall teams and budget-conscious organizations
Starting priceFree plan / low-cost entryCustom pricing
G2-style rating4/54.7/5
Main focusITSM workflows, service requests, and asset-related supportticket management, collaboration, and support operations
Categoryfree, itsmfree

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

SupportPal limitations

  • Self-hosting maintenance
  • Smaller community

Switching from Request Tracker to SupportPal 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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