S
When to choose ServiceNow
- Enterprise-grade ITSM
- Highly customizable workflows
- Powerful CMDB
ServiceNow vs Request Tracker
Choosing between ServiceNow and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.
ITSMEnterpriseCMDBOpen-sourcePerlLegacy
R
When to choose Request Tracker
- Open-source
- Battle-tested enterprise tool
- Highly customizable
Key differences between ServiceNow and Request Tracker
| Factor | ServiceNow | Request Tracker |
|---|---|---|
| Best fit | enterprise and mid-market teams | IT and internal service teams |
| Starting price | From $100/agent/mo | Free plan / low-cost entry |
| G2-style rating | 4.4/5 | 4/5 |
| Main focus | ITSM workflows, service requests, and asset-related support | ITSM workflows, service requests, and asset-related support |
| Category | itsm, enterprise | free, itsm |
ServiceNow limitations
- Prohibitively expensive for SMBs
- Very slow to implement
- Requires specialized developers
Request Tracker limitations
- Very dated UI
- Requires Perl knowledge
- Steep setup
Switching from ServiceNow 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.