Request Tracker

Self-Hosted

Open-source ticketing system for managing support requests and issues

Overview

Request Tracker (RT) is an open-source ticketing platform designed to streamline customer support, internal issue tracking, and service request management. It offers customizable queues, SLA tracking, automated workflows, and robust reporting to optimize team productivity. RT integrates with email, APIs, and third-party tools, enabling cross-team collaboration. Deployable via self-hosted servers or Docker containers, it supports role-based access control and is ideal for IT support, customer service, and project teams seeking a flexible, privacy-focused solution.

Self-Hosting Resources

Find Official Image on Docker Hub View Source & Docs

Below is a reference structure for docker-compose.yml. ⚠️ Do NOT run blindly. Replace placeholders with official values.

docker-compose.template.yml TEMPLATE


version: '3'
services:
  request_tracker:
    image: <OFFICIAL_IMAGE_NAME>:latest
    container_name: request-tracker
    ports:
      - "8080:<APP_INTERNAL_PORT>"
    volumes:
      - ./data:/app/data
    restart: unless-stopped

Key Features

Customizable ticketing queues and workflows
SLA monitoring and automated reminders
Email integration and REST API access

Frequently Asked Questions

? Is Request Tracker hard to install?

RT can be installed via Linux servers or Docker containers for simplified deployment. Basic setup is manageable for sysadmins, but advanced customization may require familiarity with Perl and database configuration.

? Is it a good alternative to Zendesk?

Yes—RT provides core ticketing features like queues and SLAs without subscription fees, making it a cost-effective, self-hosted alternative to Zendesk for teams prioritizing data control.

? Is it completely free?

RT is open-source under the GPL, so it’s free to use, modify, and self-host. Paid commercial support and enterprise features (e.g., priority updates) are available from Best Practical.

Top Alternatives

Zendesk Search Google

Freshdesk Search Google

Tool Info

Pricing Free/Open Source

Category Ticketing

Platform Self-Hosted

Pros

⊕ Privacy-focused (full data control via self-hosting)
⊕ Highly customizable for diverse use cases

Cons

⊖ Steeper learning curve for advanced configurations
⊖ Requires ongoing server maintenance