Request Tracker

Request Tracker, developed by Best Practical Solutions, LLC, is a software solution aimed at streamlining tasks, improving efficiency, and enhancing communication within teams of all sizes. This tool is particularly beneficial for professionals in IT support, helpdesk, customer service, incident response, and project management across various industries.

Key Features

Seamless Email Integration: According to the vendor, Request Tracker efficiently manages incoming emails, allowing staff to handle ticket replies effortlessly via email or through RT's web interface.

New Theme with Responsive Design: RT 5 introduces a modern layout that adapts to different devices, providing a familiar user experience. Developers can also customize the UI or create new themes using Bootstrap, as claimed by the vendor.

Easy to Build Charts: The updated charting interface in RT empowers users to generate advanced reports and visualize data effectively, facilitating data-driven decision-making, according to the vendor.

Workflow Builder: The lifecycles feature in RT enables the creation, management, and automation of workflows, ensuring smooth task progression. Additionally, RT 5 includes a visual lifecycle configuration tool, as stated by the vendor.

Automation via Scrips and Actions: Configurable Scrips in RT automatically trigger predefined actions when specific ticket transactions occur, allowing for easy automation. Conditions and Actions can be customized to integrate with RT or other systems, according to the vendor.

Scheduled Reports and Dashboards: RT offers a drag-and-drop Dashboard editor, enabling users to conveniently track important reports and tasks. Scheduled reports ensure timely delivery of vital information, as claimed by the vendor.

Knowledge Base: RT's knowledge base, known as Articles, provides a repository of canned responses for frequently asked questions. Users can easily insert relevant articles into ticket replies or search for information within RT's user interface, according to the vendor.

Inline Edit: RT's inline editing feature allows users to make quick updates to fields directly within ticket listings, display pages, and search results, enhancing efficiency and productivity, as stated by the vendor.

Dark Theme: The new Elevator theme in RT 5 introduces both light and dark modes, providing users with a visually appealing and customizable interface, according to the vendor.

Transaction Query Builder: Users can search for individual transactions and retrieve transaction information directly from the search results, facilitating detailed analysis and investigation, as claimed by the vendor.