osTicket vs Request Tracker
A side-by-side comparison of two self-hosted helpdesk & ticketing options — licensing, setup difficulty, resource needs, and what each one replaces.
osTicket
Widely used open-source support ticket system
VS
Request Tracker
Enterprise-grade ticketing system from Best Practical
| Feature | osTicket | Request Tracker |
|---|---|---|
| Deploy effort | Under-an-hour setup | Read-the-docs project |
| Health score | 81 · Excellent | 82 · Excellent |
| Category | Helpdesk & Ticketing | Helpdesk & Ticketing |
| License | GPL-2.0 | GPL-2.0 |
| Language | PHP | Perl |
| Setup difficulty | Medium | Hard |
| Min. RAM | 512 MB | 1,024 MB |
| Deployment | docker, bare-metal, source | bare-metal, source |
| GitHub stars | ★ 3,922 | ★ 1,158 |
| First released | 2003 | 1996 |
| Replaces | Zendesk, Freshdesk | Zendesk, Jira Service Management |
What are osTicket and Request Tracker?
osTicket
osTicket is a widely used open-source support ticket system. It routes inquiries from email, web forms, and APIs into a simple, easy-to-use multi-user interface.
- Email and web ticket creation
- Custom fields and forms
- SLA and ticket routing
- Canned responses
Request Tracker
Request Tracker (RT) is a mature, enterprise-grade issue tracking and ticketing system. It is used for help desks, NOCs, and complex workflow management.
- Highly configurable workflows
- Email-driven ticketing
- Custom fields and scrips
- Strong access control
osTicket vs Request Tracker: key differences
OsTicket is written in PHP, while Request Tracker is built with Perl. OsTicket is the lighter option, starting around 512 MB of RAM against 1,024 MB for Request Tracker. Request Tracker is the more established project (first released 1996), while osTicket arrived in 2003. OsTicket has the considerably larger community, at 3,922 GitHub stars versus 1,158. OsTicket lists first-class Docker deployment; Request Tracker does not.
Why pick each one
Choose osTicket if…
- Mature and stable
- Easy for staff to learn
Watch out for
- Interface looks dated
Choose Request Tracker if…
- Released under the GPL-2.0 license
- Active community (1.2k GitHub stars)
- Written in Perl
Frequently asked questions
Is osTicket or Request Tracker better?
osTicket is the stronger all-round pick: it has both the larger community and the simpler medium setup. Consider Request Tracker if its specific feature set fits your needs better.
Are osTicket and Request Tracker free and open-source?
Yes. osTicket is licensed under GPL-2.0 and Request Tracker under GPL-2.0. Both can be self-hosted at no software cost.
Can I run osTicket and Request Tracker with Docker?
osTicket: yes. Request Tracker: check the project docs for container support.
Which is lighter on resources, osTicket or Request Tracker?
osTicket has the smaller minimum footprint at 512 MB of RAM, compared to about 1,024 MB for Request Tracker. Real-world usage depends on library size, user count, and enabled features.