OpenSupports 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.
| Feature | OpenSupports | Request Tracker |
|---|---|---|
| Deploy effort | Under-an-hour setup | Read-the-docs project |
| Health score | 14 · At risk | 82 · Excellent |
| Category | Helpdesk & Ticketing | Helpdesk & Ticketing |
| License | GPL-3.0 | GPL-2.0 |
| Language | JavaScript | Perl |
| Setup difficulty | Medium | Hard |
| Min. RAM | 512 MB | 1,024 MB |
| Deployment | docker, bare-metal | bare-metal, source |
| GitHub stars | ★ 1,038 | ★ 1,158 |
| First released | 2016 | 1996 |
| Replaces | Zendesk, Freshdesk | Zendesk, Jira Service Management |
What are OpenSupports and Request Tracker?
OpenSupports
OpenSupports is an open-source customer support ticket system that lets users submit and track support requests through a web portal. Staff manage tickets with departments, custom responses, and statistics.
- Customer support portal
- Department-based routing
- Custom responses
- Ticket statistics
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
OpenSupports vs Request Tracker: key differences
OpenSupports is written in JavaScript, while Request Tracker is built with Perl. Licensing differs — GPL-3.0 for OpenSupports versus GPL-2.0 for Request Tracker. OpenSupports 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 OpenSupports arrived in 2016. OpenSupports lists first-class Docker deployment; Request Tracker does not.
Why pick each one
Choose OpenSupports if…
- Released under the GPL-3.0 license
- First-class Docker support for quick deployment
- Active community (1k GitHub stars)
- Written in JavaScript
Choose Request Tracker if…
- Released under the GPL-2.0 license
- Active community (1.2k GitHub stars)
- Written in Perl
Frequently asked questions
Is OpenSupports or Request Tracker better?
Neither is universally better. Request Tracker has the larger community, while OpenSupports is simpler to set up (medium difficulty). Choose based on the comparison table above and your own setup.
Are OpenSupports and Request Tracker free and open-source?
Yes. OpenSupports is licensed under GPL-3.0 and Request Tracker under GPL-2.0. Both can be self-hosted at no software cost.
Can I run OpenSupports and Request Tracker with Docker?
OpenSupports: yes. Request Tracker: check the project docs for container support.
Which is lighter on resources, OpenSupports or Request Tracker?
OpenSupports 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.