HelpDesk 3 vs Request Tracker

Struggling to choose between HelpDesk 3 and Request Tracker? Both products offer unique advantages, making it a tough decision.

HelpDesk 3 is a Business & Commerce solution with tags like help-desk, customer-support, ticket-tracking.

It boasts features such as Ticket management, Knowledge base, Asset management, SLA management, Multi-channel support, Customizable workflows, Reporting and analytics and pros including Easy to use interface, Robust feature set for the price, Good for small to mid-sized teams, Integrates with many common apps, Flexible ticket management.

On the other hand, Request Tracker is a Business & Commerce product tagged with issue-tracking, request-management, bug-tracking, task-management.

Its standout features include Ticket tracking, Email handling, Web interface, Custom fields, Role-based access control, REST API, Integration with version control systems, SLAs and notifications, Reporting and dashboards, and it shines with pros like Open source and free, Highly customizable, Powerful search and filtering, Great community support, Integrates with many tools, Scalable for large deployments.

Feature	HelpDesk 3	Request Tracker
Overall Score	N/A	N/A
Primary Category	Business & Commerce	Business & Commerce

Product Overview

HelpDesk 3

Description: HelpDesk 3 is a help desk and customer support software designed for small and medium-sized businesses. It allows companies to manage customer support requests via email, phone, and social media in one centralized platform.

Request Tracker

Description: Request Tracker (RT) is an open source issue tracking system that allows organizations to manage requests, bugs, tasks, changes, documents and more in one place. It provides customization options and integrations for improved workflows.

Key Features Comparison

HelpDesk 3 Features

• Ticket management
• Knowledge base
• Asset management
• SLA management
• Multi-channel support
• Customizable workflows
• Reporting and analytics

Request Tracker Features

• Ticket tracking
• Email handling
• Web interface
• Custom fields
• Role-based access control
• REST API
• Integration with version control systems
• SLAs and notifications
• Reporting and dashboards

Pros & Cons Analysis

HelpDesk 3

Pros

• Easy to use interface
• Robust feature set for the price
• Good for small to mid-sized teams
• Integrates with many common apps
• Flexible ticket management

Cons

• Can be pricey for larger teams
• Mobile app needs improvement
• Advanced reporting requires premium plan
• Lacks some enterprise-level features

Request Tracker

Pros

• Open source and free
• Highly customizable
• Powerful search and filtering
• Great community support
• Integrates with many tools
• Scalable for large deployments

Cons

• Steep learning curve
• Can be complex to set up and manage
• Limited native mobile support
• Upgrades can be difficult
• Not as user friendly as some options

Pricing Comparison

HelpDesk 3

• Freemium
• Subscription-Based

Request Tracker

• Open Source
• Free
• Custom Pricing