R

Request Tracker 3.2

CyberNiche Software  ❘ Commercial
Windows

Streamline Your Help Desk Management with Request Tracker

David Fischer

Request Tracker is a robust ticketing system that excels in tracking and resolving customer issues efficiently, making it an essential tool for modern support teams.
2025 Editor's Rating

Editor's Review: Request Tracker by CyberNiche Software

Request Tracker by CyberNiche Software is a powerful and versatile ticketing system designed to help businesses of all sizes effectively manage customer inquiries, technical support requests, and internal task assignments. With its user-friendly interface and robust features, Request Tracker streamlines communication and workflow processes, ultimately enhancing productivity and customer satisfaction.

Key Features:

  • Customizable Ticketing System: Request Tracker allows users to create, track, and prioritize tickets based on specific criteria such as urgency, category, or department.
  • Email Integration: Users can efficiently convert incoming emails into tickets, enabling seamless communication and ensuring all requests are properly documented and addressed.
  • Automated Routing and Escalation: The system automates ticket assignment and escalation processes, ensuring timely responses and resolutions based on predefined rules and criteria.
  • Knowledge Base: Request Tracker includes a knowledge base feature that allows users to access relevant information and resources to resolve common issues, reducing response times and improving efficiency.
  • Reporting and Analytics: The software provides comprehensive reporting tools to track key performance metrics, analyze trends, and identify areas for improvement in customer service and support operations.
  • Customizable Workflows: Users can define custom workflows tailored to their unique business processes, optimizing task management and streamlining operations.

Benefits for Businesses:

  • Enhanced Customer Service: By centralizing customer inquiries and support requests, businesses can provide timely and personalized responses, leading to improved customer satisfaction.
  • Increased Efficiency: Request Tracker automates repetitive tasks and streamlines workflow processes, helping businesses save time and resources while maintaining high service standards.
  • Improved Communication: The software facilitates seamless communication among team members, departments, and customers, ensuring clarity and accountability throughout the ticket resolution process.
  • Better Decision-Making: With access to real-time data and analytics, businesses can make informed decisions to optimize resource allocation, improve service levels, and drive continuous improvement.
  • Scalability: Request Tracker is suitable for businesses of all sizes, from small enterprises to large corporations, adapting to evolving needs and growing with the organization.

Request Tracker by CyberNiche Software offers a comprehensive solution for businesses seeking to streamline their ticketing system, improve customer service operations, and enhance overall efficiency. With its customizable features, automation capabilities, and robust reporting tools, Request Tracker empowers organizations to effectively manage customer requests, boost productivity, and drive long-term success.

Overview

Request Tracker is a Commercial software in the category Business developed by CyberNiche Software.

The latest version of Request Tracker is 3.2, released on 08/20/2016. It was initially added to our database on 08/27/2007.

Request Tracker runs on the following operating systems: Windows.

Request Tracker has not been rated by our users yet.

Pros

  • Customizable ticketing system to manage and track issues efficiently.
  • Supports automation of ticket creation and assignment to different team members.
  • Integrates with email for seamless communication and updates on tickets.
  • Provides detailed reporting and analytics to track performance and identify areas for improvement.
  • Offers flexibility in customization with various plugins and extensions available.
  • Open-source software with active community support and regular updates.

Cons

  • Steep learning curve for beginners due to the complexity of configurations and settings.
  • Requires technical expertise for advanced customization and configuration of the system.
  • User interface can be overwhelming and not very intuitive for new users.
  • Lacks some advanced features compared to more specialized help desk software.

FAQ

What is Request Tracker?

Request Tracker is a ticketing system software developed by CyberNiche Software.

What features does Request Tracker provide?

Request Tracker provides features such as ticket tracking, communication management, workflow automation, reporting, and integration capabilities.

Is Request Tracker suitable for small businesses?

Yes, Request Tracker is suitable for small businesses as it can be customized to fit various industries and organizational sizes.

How does Request Tracker handle ticket tracking?

Request Tracker uses a unique ticket number to track and manage tickets throughout their lifecycle.

Can Request Tracker automate workflow processes?

Yes, Request Tracker offers workflow automation capabilities to streamline ticket routing, assignment, and escalation processes.

Does Request Tracker support communication management?

Yes, Request Tracker provides features for managing customer interactions and internal communications related to tickets.

Does Request Tracker offer reporting functionality?

Yes, Request Tracker includes reporting features that allow users to generate customized reports and analyze ticket data.

Is it possible to integrate Request Tracker with other systems?

Yes, Request Tracker supports integrations with various third-party systems, including email servers, CRM software, and authentication providers.

Can Request Tracker be accessed remotely?

Yes, Request Tracker can be accessed remotely via web interface or mobile applications.

Is support available for users of Request Tracker?

Yes, CyberNiche Software provides support for Request Tracker users through documentation, forums, and email-based support options.


David Fischer

David Fischer

I am a technology writer for UpdateStar, covering software, security, and privacy as well as research and innovation in information security. I worked as an editor for German computer magazines for more than a decade before joining the UpdateStar team. With over a decade of editorial experience in the tech industry, I bring a wealth of knowledge and expertise to my current role at UpdateStar. At UpdateStar, I focus on the critical areas of software, security, and privacy, ensuring our readers stay informed about the latest developments and best practices.

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