Your RT. Our Expertise.
Whether you manage a small internal helpdesk or a complex, multi-department deployment, our team provides expert guidance, configuration advice, and break-fix support to help you get the most out of RT.
Our goal is simple: give your team confidence in maintaining and scaling RT without needing to go it alone. Each plan includes direct access to our engineers, priority response times, and flexible options that fit your organization’s size and level of in-house expertise.
Unlimited Features, Endless Possibilities
For more than 20 years, organizations worldwide have trusted RT to manage their ticket management needs.
Sign up for your 14-day free trial to experience the power of Request Tracker.
All Plans Include All Product Features
We don’t gate features! Say goodbye to complicated pricing and hello to everything you need!
Unlimited Custom Fields
Track additional data on every request
Custom roles and permissions
Create multiple roles on tickets and assets to associate users and groups
Unlimited customizable queues
Every queue supports custom lifecycles, user access rights, and other queue-specific configurations
Drag and drop attachments
Attach any separate files via the web interface or via email
Theme builder for branding
Change colors and the logo to match your company or create an entire Bootstrap theme
Email integration
Full support for incoming and outgoing communication on tickets via email
Time tracking
Built-in time estimated and worked on every ticket, and extended features in the free RT-Extention-TimeTracking
Ticket entry form builder
Create multi-page ticket creation wizards for RT
Fine-grained rights and access control levels
Grant users access to only tickets and queues related to their role
Change Management
Track changes with a dedicated queue or quickly get started with a full custom configuration in the free RT-Extention-ChangeManagement
REST 2 API + Zapier for Integrations
Use the RT REST API with tokens and JSON to integrate with other systems
Ticket automation
Define automation with scripts
Automated workflows
Create fully custom workflows with our Lifecycle editor
Data visualization with charts
Visualize data with the charts interface
Advanced reporting
Use the query builder to create detailed ticket searches
Knowledgebase for canned responses
Built-in articles store common responses for email and a searchable FAQ system
Asset management
Track all of the details for your IT assets in the same system as your support tickets
Full ticket audit trail
Every ticket update is tracked and viewable in the ticket history
Automated custom templates
Automatic replies to requestor upon ticket creation
General Data Protection Regulation (GDPR) support
Optional features to allow self-service users to see and remove their personal data
PGP and S/MIME support
Secure email connections with encryption support for incoming and outgoing email
Multilingual UI
Translated into 35+ languages
Command-line interface
Interface with RT in shell scripts or use the CLI for integrations with system tools
Over 400 freely available extensions
RT extensions offer extra features and functionality at no extra cost
Ticket tagging
Create custom fields to track tags or add the free RT-Extention-Tags for more features
Private internal notes (aka comments)
Reply (to end users) and comment (to internal team only) on any ticket
Scalable to handle any number of users and tickets
No built-in usage limits, just add hardware
Ticket priority
Core priority field on every ticket with custom priority levels, as many as you need
Automatic notifications based on message or other ticket updates
Any action on a ticket can send a notification to whoever should receive it
RSS feeds
Track ticket activity with custom searches that can be consumed as RSS
Integration with Active Directory, SAML, and other authentication systems
Our flexibility is your flexibility
Predefined ticket actions
Every ticket has an Actions menu that you define in the Lifecycle
Multiple search options
Use the search bar to quickly find tickets, or the full Query Builder for detailed metadata searches
Full text searching
Search tickets for any words in the full history to find specific responses
Self-Service customer portal
Allow end-users to log in and view and reply to just their own tickets
WYSIWYG editor
Create HTML email replies with bold, italics, different font sizes and other formatting
Role based security
Set rights based on ticket Owner, Requestor, or custom roles you define
Report exports to .csv or excel
Export ticket data to spreadsheets for additional reporting or sharing
SLA management
Define and enforce Service Level Agreements (SLAs) by setting custom deadlines for ticket resolution based on priority, type, or other criteria.
Business hours support for SLA
Tailor your SLAs to reflect your working hours
Rich message types
Full HTML email support for response and in templates
Scheduled reporting and dashboards
Deliver ticket reports directly to your inbox with scheduled dashboards
Scheduled tickets
Automatically create new tickets based on a schedule
Automatic ticket assignment: round-robin or based on ticket count
Set rules to automatically set the owner of incoming tickets
Incident management
Request Tracker for Incident Response (RTIR) provides custom queues and workflows for security teams
Full conversation history
Audit history of every change made to a ticket, listing all conversations and other ticket changes like status, showing who made the change when
Approvals
Custom pages to allow users or groups to approve or deny new requests
Ticket escalations
schedule automatic processes to send notifications or change rolls based on ticket details like the current due time
Chat
Have live chat sessions with other users directly on tickets and save transcripts on the ticket with the free RT-Extention-RocketChat
Satisfaction surveys
Accept end-user feedback and store the responses right on the associated support ticket with the free RT-Extention-Survey
Bulk actions for updating and editing tickets
Update multiple tickets at one time with Bulk Update, available from any set of search results
Ticket locking
Let other users know you are working on a ticket with the free RT-Extention-TicketLocking
Customizable ticket statuses
Custom Lifecycle designer supporting custom statuses, transitions, and rights
FAQs
What’s the difference between Cloud RT and an on-premise deployment?
With Cloud RT, we host and setup your RT instance for you. This is generally the best option for teams who want to get started quickly and easily, and for teams who don’t want to manage the technical complexity of hosting themselves.
With an on-premise deployment of RT, you host RT on your own servers and you’re able to customize your setup however you’d like. This is generally the best option for teams who want to manage all the details of the setup and don’t mind the additional complexity of hosting themselves.
How can I deploy RT for free?
RT is, and forever will be, freely available to download and deploy. If you are comfortable maintaining RT on-premise, you can grab the latest stable release here.
Can I move to Cloud RT from my on-premise instance?
Absolutely and we’re here to help! If you are interested in moving your locally deployed RT instance to a Cloud RT installation, we’ve got you covered.
Do you provide any discounts?
We are happy to offer a 20% discount to academic institutions and a 10% discount to non-profit organizations.
What is a support request?
Support requests occur when there is an error in RT or RTIR such that business functions cannot continue, and are therefore more urgent than product support requests. Examples include data corruption, a feature not functioning correctly, the system hanging indefinitely, and system crashes.
What is a product Q&A support request?
Product Q&A support requests are far less or not at all urgent when compared to support requests. Product Q&A support requests are meant to give you guidance, advice, and best practices on how to get the most out of your RT or RTIR instance from our team who develops and configures RT and RTIR every day. We encourage our customers to fully utilize product support, as this tends to prevent incidents from happening. Q&A support requests do not have a formal SLA.
What is an SLA?
Service Level Agreement (SLA) refers to the amount of time in which Best Practical will respond to a customer’s request for product support. Best Practical operates on US Eastern time, and our standard support hours are Monday – Friday from 8am – 6pm.
Can you help us customize RT with extensions?
We’ll provide guidance on adapting RT’s extensions to fit your organization’s needs. This includes advice on selecting, installing, and configuring supported extensions, along with recommendations for light adjustments to ensure smooth integration within your environment.
Can you help us design or improve our workflows?
We’ll help you map your existing business processes into clear, efficient RT workflows, from queue setup and ticket lifecycles to roles, approvals, and notifications, so your system runs the way your organization does.
What holidays does BPS observe?
We are closed on the following holidays. Please note if the holiday falls on a weekend, it may be observed on a weekday.
- January: New Year’s Day
• January: Martin Luther King, Jr. Day
• February: Presidents’ Day
• April: Patriots’ Day
• May: Memorial Day
• June: Juneteenth
• July: Independence Day
• September: Labor Day
• October: Columbus or Indigenous Peoples’ Day
• November: Veterans Day
• November: Thanksgiving
• November: Day after Thanksgiving
• December: Christmas Day
What payment options do you accept?
Payments are accepted by credit card (Mastercard, Visa, AmEx), bank transfer, or check.
What is a “Designated Representative?”
This person serves as the primary point of contact who can open up support requests on behalf of your organization.