Request Tracker

All communication at a glance

The Request Tracker is a powerful business tracking system that simplifies the tracking of queries, error messages or emails, and speeds communication between employees and customers.

With the entire history of a communication process at a glance, tasks can be easily handed over without losing important information.

Features

Full transparency and much more

RequestTracker handles all key functions, such as identification of incoming emails, assignment of priorities, assignments to different agents, notifications or closing the request.

Via the web interface the team members or external persons, all important information are available in one place. The flexible authorization system ensures that everyone can only see or edit the information that has been assigned to them.

Multi-tenancy

Almost all setting options can be configured either for the complete system or individual queues, so that a system can be used for several clients, different customers or even companies.

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Time tracking

Processing times can be stored directly in the system, so that the execution of helpdesk questions can be settled directly to customers. Request Tracker also provides the necessary database for business cost accounting.

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Reminder & Escalation

Upon request, users can be reminded of important deadlines for their tasks. Escalation options provide for an automatic reallocation if a task has not been completed or started within the given time.

Workflow

Everything at a glance can be so easy

The first request from a customer to the system generates a so-called ticket. This ticket is assigned a unique identification number. If an employee answers this question or creates a query, that number will be encoded in the outgoing email. If the customer replies to this e-mail, the system can use the ticket number to reassign this e-mail to the original request.

By entering the ticket number in the web interface, all information about the process is immediately available to the processor, even if he has not processed it himself.

Request Tracker as a Service

Ticket management is now easy

Why care about updates, backup and operation of your own request tracker installation? We’ll do it for you and make sure Request Tracker is always up to date. And if there are any problems with the configuration of workflows, notifications or queues, we are naturally there for our customers. Why wait, just try it for free.

Request Tracker is just a click away

All NWS apps are free for 30 days.

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Starter packages

The simple beginning of something big

With our starter packages, we want to simplify the entry into the Request Tracker and offer a cost-effective way to get to know the Open Source System Ticket System. Without first having to go into large financial advance, as is often the case with commercial products.

Request Tracker starter packages standard

Basic installation of the Request Tracker on Debian / Ubuntu / CentOS
Connection to a mail system via SMTP transport or Fetch-Mail
Connection to an ActiveDirectory / LDAP service
Exemplary setup of queues and users
Exemplary setup of permissions
Basic introduction to the operation of the surface
Connection of external data sources via interfaces (API, Soap, Sql)
Basic setup and introduction to RT assets
Customizing of templates and articles
Configuration of lifecycles, statuses, SLAs

Request Tracker starter packages premium

Basic installation of the Request Tracker on Debian / Ubuntu / CentOS
Connection to an email system via SMTP transport or fetch mail
Connection to an ActiveDirectory / LDAP -Service
Example of setting up queues and users
Example of setting up authorizations
Basic introduction to using the user interface
Connection of external data sources via Interfaces (API, Soap, SQL)
Basic setup and introduction to RT Assets
Customizing of templates and articles
Configuration of lifecycles, status, SLA’s

News

Articles from our Blog

Request Tracker: Highlight tickets based on due dates

by Michael Friedrich | Jan 16, 2019 | Request Tracker

A while ago we've announced a new extension for Request Tracker which allows to highlight tickets in search results even better. Next to "last updated by" and custom field conditions, we've now added a requirement from production: light red coloring for tickets with a...

New Request Tracker Extensions: Search Result Highlights, Quick Assign & User Overview

by Michael Friedrich | Dec 13, 2018 | Development, Request Tracker

We use Request Tracker on a daily basis, and have written many extensions for our own workflows and visualizations. Lately we've been helping a customer to migrate from OTRS to RT running in NWS, and learned about new ways to improve our workflows. Highlight Search...

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Webinars

Our Webinars for Request Tracker

Request Tracker: Open Source Ticket System (Webinar vom 30. April 2014)

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