Request Tracker vs SysAid

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

Open-sourcePerlLegacyITSMAutomationAsset mgmt

When to choose Request Tracker

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

When to choose SysAid

  • ITSM with strong automation
  • Asset management
  • Self-service portal
  • 40k+ customers

Key differences between Request Tracker and SysAid

FactorRequest TrackerSysAid
Best fitIT and internal service teamsIT and internal service teams
Starting priceFree plan / low-cost entryCustom pricing
G2-style rating4/54.4/5
Main focusITSM workflows, service requests, and asset-related supportITSM workflows, service requests, and asset-related support
Categoryfree, itsmitsm

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

SysAid limitations

  • Complex setup
  • UI can be overwhelming
  • Not transparent pricing

Switching from Request Tracker to SysAid 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

Related comparisons

Request Tracker vs ZendeskSysAid vs ZendeskRequest Tracker vs FreshdeskSysAid vs FreshdeskRequest Tracker vs IntercomSysAid vs IntercomRequest Tracker vs Help ScoutSysAid vs Help Scout

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