Request Tracker vs TOPdesk

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

Open-sourcePerlLegacyITSMEuropeanHigher education

When to choose Request Tracker

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

When to choose TOPdesk

  • European ITSM leader
  • Strong in higher education
  • ITIL-compliant
  • ESM features

Key differences between Request Tracker and TOPdesk

FactorRequest TrackerTOPdesk
Best fitIT and internal service teamsenterprise and mid-market teams
Starting priceFree plan / low-cost entryCustom pricing
G2-style rating4/54.3/5
Main focusITSM workflows, service requests, and asset-related supportITSM workflows, service requests, and asset-related support
Categoryfree, itsmitsm, enterprise

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

TOPdesk limitations

  • Complex setup
  • Less known outside Europe
  • UI not as modern

Switching from Request Tracker to TOPdesk 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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