Request Tracker vs Unthread

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

Open-sourcePerlLegacySlack-nativeB2BModern

When to choose Request Tracker

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

When to choose Unthread

  • Slack-native support
  • Modern
  • Growing fast
  • 4.8 on G2

Key differences between Request Tracker and Unthread

FactorRequest TrackerUnthread
Best fitIT and internal service teamsSaaS and product-led support teams
Starting priceFree plan / low-cost entryCustom pricing
G2-style rating4/54.8/5
Main focusITSM workflows, service requests, and asset-related supportticket management, collaboration, and support operations
Categoryfree, itsmsaas

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

Unthread limitations

  • Very niche Slack focus
  • Limited traditional channels

Switching from Request Tracker to Unthread 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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