Z
When to choose Zendesk
- Massive app marketplace
- Deep customization
- Powerful automations
Zendesk vs Request Tracker
Choosing between Zendesk and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.
EnterpriseOmnichannelAutomationOpen-sourcePerlLegacy
R
When to choose Request Tracker
- Open-source
- Battle-tested enterprise tool
- Highly customizable
Key differences between Zendesk and Request Tracker
| Factor | Zendesk | Request Tracker |
|---|---|---|
| Best fit | enterprise and mid-market teams | IT and internal service teams |
| Starting price | From $55/agent/mo | Free plan / low-cost entry |
| G2-style rating | 4.3/5 | 4/5 |
| Main focus | omnichannel customer conversations | ITSM workflows, service requests, and asset-related support |
| Category | enterprise, mid | free, itsm |
Zendesk limitations
- Expensive with add-ons
- Steep learning curve
- Complex setup
Request Tracker limitations
- Very dated UI
- Requires Perl knowledge
- Steep setup
Switching from Zendesk 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.