osTicket vs Request Tracker Comparison
osTicket
Starting at $9 /User/Month
- Free Trial
- Individuals
- Large Enterprises
osTicket is open source, web based help desk software that can be used to help track and resolve customer service issues. The software saves time, reduces email clutter, and helps departments deliver excellent service—al…
Request Tracker
Starting at Contact for pricing
- Large Enterprises
- Medium Business
Request Tracker is an open source bug tracking software, which aims to simplify bug reporting and bug management. It has been adopted by companies ranging from small businesses to large global enterprises, resulting in t…
osTicket leads on user satisfaction with a 4.3-star rating across 56 reviews.
osTicket vs Request Tracker — at a glance
| Feature | osTicket | Request Tracker |
|---|---|---|
| Rating | 4.3 / 5 | 2.8 / 5 |
| Reviews | 56 | 10 |
| Starting price | $9 /User/Month | Contact for pricing |
| Free trial | Yes | No |
| Free version | No | No |
| Best for | Individuals, Large Enterprises, Medium Business | Large Enterprises, Medium Business, Small Business |
| Category | Help Desk Software | Bug Tracking Software |
| Platforms | SaaS/Web/Cloud, Mobile - Android, Mobile - iOS | SaaS/Web/Cloud |
| API | Available | — |
| Support modes | Business Hours, Online | Online |
| Certifications | GDPR | — |
| Data residency | US | — |
Key differences between osTicket and Request Tracker
- Pricing: osTicket starts at $9 /User/Month. Request Tracker pricing is not publicly listed.
- Free trial: osTicket offers a free trial; Request Tracker does not.
- Target audience: osTicket is built for Individuals and Large Enterprises, while Request Tracker targets Large Enterprises and Medium Business.
- User satisfaction: osTicket scores higher with a 4.3-star average.
- Deployment: osTicket supports SaaS/Web/Cloud, Mobile - Android, Mobile - iOS; Request Tracker supports SaaS/Web/Cloud.
osTicket vs Request Tracker — find the better fit before you commit.
Which tool fits your team best
Which is actually cheaper for your team size
Where each product wins, per real buyers
Most Help Desk Software tools look identical on paper. This comparison cuts to the differences that matter — pricing structure, team fit, and what real buyers found after signing up.
Biggest differences
Features
Pricing
Buying details
Security
Buyer feedback
Integrations
Product tour
Other options
Talk to an expert Talk to an expert |
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Biggest differences
Start here before you go deeper into features.
Best for small businesses needing customizable, cost-effective help desk software.
- You have in-house technical resources to customize and maintain the system.
- You want an open source help desk with robust core ticketing features.
- You need enterprise-level SLA management and auto-response capabilities without high licensing costs.
- Your organization lacks technical expertise for setup and ongoing customization.
- You require advanced enterprise features out-of-the-box without any customization.
Large Enterprises, Medium Business, Small Business
osTicket typically suits Individuals and Large Enterprises. Request Tracker tends to fit Large Enterprises and Medium Business better. The right choice depends on your team size, workflow, and whether a free trial matters.
Description | osTicket is open source, web based help desk software that can be used to help track and resolve customer service issues. The software saves time, reduces email clutter, and helps ... Read More about osTicket | Request Tracker is an open source bug tracking software, which aims to simplify bug reporting and bug management. It has been adopted by companies ranging from small businesses to large ... Read More about Request Tracker |
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Entry Level Pricing |
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Free Trial Availability |
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SpotScoreWhat's this? ↗ | 9.6/10 | 8.1/10 |
User RatingsBased on verified Spotsaas reviews | ||
Best Company Size | 5-200 employeesSmall Business | — |
Get pricing help | Get pricing help |
Where each option fits best
See where each product is strongest, which teams it fits, and what causes buyers to keep looking — before you commit.
Based on buyer reviews and verified product data collected by Spotsaas.
Key strengths
- Free and Open Source: Ideal for budget-conscious organizations, osTicket offers a feature-rich solution without the high licensing fees associated with commercial alternatives.
- Customizable and Developer-Friendly: Users can tailor the system to their needs through source code access, making it ideal for organizations with in-house development resources.
- Core Features for Ticketing: Includes SLA management, custom forms, auto-responses, and internal notes—sufficient for managing most basic to intermediate support operations.
No key benefits available yet.
Best fit
- 5 – 200 employees
- Education, Nonprofits, Local Government, Manufacturing, Small IT Firms
- IT Administrator, Technical Support Lead, Help Desk Manager, Systems Analyst, Customer Support Coordinator, Network Administrator
No best-fit guidance available yet.
Reasons buyers look elsewhere
- osTicket’s UI, while functional, may feel outdated or less intuitive compared to modern help desk tools, leading to a steeper learning curve for new users.
- Unlike many cloud-based help desk solutions, osTicket does not offer an official mobile app, limiting support flexibility for agents on the go.
- osTicket primarily supports email and web form-based ticketing. It lacks built-in social media, SMS, or chat integrations without third-party extensions or custom development.
No alternatives guidance available yet.
Software Demo
Demo |
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How do osTicket and Request Tracker Compare on Features?
Total Features | 16 Features | 5 Features |
|---|---|---|
Unique Features | No unique features | No unique features |
Get Quote | Get Quote |
Compare osTicket and Request Tracker on pricing
Review starting price, plan structure, and free-trial access side by side so you can see which option fits your budget and buying process.
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Pricing Page |  | Pricing information not available |
Other Details
Organization Types supported |
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Platforms Supported |
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Modes of support |
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API Support |
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Get help choosing | Get help choosing |
Security & Compliance
Certifications, data handling, and security controls for IT and compliance evaluators.
GDPR | ✓ Yes | — |
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Single Sign-On (SSO) | ✗ No | — |
Multi-Factor Auth (MFA) | ✗ No | — |
Audit Logs | ✓ Yes | — |
Data Residency | 🇺🇸 US | — |
osTicket User Reviews & Rating Comparison
User Ratings | ||
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Rating Distribution | ||
Spotsaas Editor’s POV generated by AI | Buyer sentiment Users appreciate osTicket's cost-effectiveness and customization capabilities but note the need for technical expertise to fully leverage the platform. What buyers like
Common complaints
| Buyer sentiment Buyer sentiment is cautious across 10 reviews, with several recurring concerns in feedback. What buyers like
Common complaints
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Pros and Cons |
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Positive Reviews | No reviews available for the product | No reviews available for the product |
| Negative Reviews | No reviews available for the product | No reviews available for the product |
Media and Screenshots
Screenshots |  11 Screenshots | No screenshots available. |
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Videos |  1 Videos |  2 Videos |
Top Alternatives to osTicket and Request Tracker in 2026
Alternatives |
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Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
Frequently asked questions
- Which is better, osTicket or Request Tracker?
- osTicket edges out the other on user ratings (4.3 vs 2.8). That said, the best pick depends on your use case — use the comparison tables above to evaluate each dimension.
- Do osTicket and Request Tracker offer a free trial?
- osTicket offers a free trial. Request Tracker does not.
- What is the starting price of osTicket vs Request Tracker?
- osTicket starts at $9 /User/Month. Request Tracker starts at Contact for pricing.
- What are the top alternatives to osTicket?
- Top alternatives to osTicket include Zoho Desk, Freshservice, Jira Service Desk, Freshdesk, Zendesk Support.
- What are the top alternatives to Request Tracker?
- Top alternatives to Request Tracker include Jira, SupportBee, HelpDesk, osTicket, Snappy.