SUPPORT
Hatz 2.0 turns its chat into an agent that plans, browses and saves its work as automations.
Alternatives · customer support software
Request Tracker alternatives
The best Request Tracker alternatives in customer support software, ranked by Sparkpulse's velocity_score.
Updated Nov 14, 2026
Looking for the best alternatives to Request Tracker? Sparkpulse tracks and ranks 12 alternatives in customer support software by shipping velocity — how frequently each ships meaningful updates, verified from official changelogs. For reference, Request Tracker shipped 0 meaningful updates in the last 30 days and carries a velocity score of 5.0 out of 10 in 2026. The alternatives below are ranked the same way, so you're comparing real release momentum, not marketing claims.
About Request Tracker
RT's October pair fixes at least 27 CVEs and finally adds TOTP MFA to 5.0 and 6.0.
Best Practical released RT 6.0.4 and 5.0.11 on 2026-10-29 as a coordinated security pair, with findings from CERT Polska. The notes list at least 27 CVEs, including a ticket-forwarding bypass that could email transactions from tickets the user cannot see, CSRF through the URL shortener that could grant SuperUser, and feed URLs that ran any search with the owner's rights. Both releases also add TOTP multi-factor authentication, configurable password policies and self-service password reset; 6.0.4 additionally rebuilds the attachments and links widgets and adds a lifecycle viewer.
Velocity 5.0 · Last update 11d ago
Top 12 alternatives to Request Tracker
Ranked by recent ship velocity. Tap any card for the full editorial breakdown, or pivot to a head-to-head.
SUPPORT
Twilio's voice AI stops cutting callers off mid-sentence, using its own turn-taking model.
SUPPORT
Spiceworks covers the Microsoft 365 outage from the help desk's side.
SUPPORT
DoneDone's editor gets tables, spreadsheet paste and text colors.
SUPPORT
Xurrent's November update blocks unverified email senders from changing records.
SUPPORT
LiveAgent 5.71 starts letting bots work chats over MCP and answer the phones.
SUPPORT
Chatway adds a Ticket Center, moving from live chat toward a full helpdesk.
SUPPORT
HelpCenter.io can now publish a Notion workspace as a synced help center.
SUPPORT
Live Helper Chat 5.00 records who created and changed webhooks, mailboxes and templates.
SUPPORT
Formbricks 6.2 candidate two fixes Helm installs and response filters before stable.
SUPPORT
Discourse ships its second out-of-band security release in under three weeks.
SUPPORT
ServiceDesk Plus brings its Zoho-hosted Zia LLM to the Saudi Arabia data center.
Request Tracker vs alternatives — shipping velocity at a glance
Velocity score (0–10) and meaningful releases shipped in the last 30 days, from official changelogs. Higher = shipping faster.
| Product | Velocity | Sparks · 30d | Focus areas | Latest release |
|---|---|---|---|---|
| Request Tracker (baseline) | 5.0 | 0 | ticketingsecurity-releasescve | — |
| Hatz AI | 7.5 | 2 | mspai-agentsautomation | Major Platform Upgrades: Auto Mode, Automations, Browser Control, and Vault |
| Twilio | 6.3 | 1 | voice-aimessagingcaller trust | General Availability: Smart Turn Detection for Conversation Relay |
| Spiceworks | 5.0 | 0 | it-newsai-operationscybersecurity | — |
| DoneDone | 5.0 | 0 | help desktask managementtext editor | Custom Fields are live! 🎉 |
| Xurrent | 5.0 | 0 | itsmai-agentsemail security | — |
| LiveAgent | 5.0 | 0 | customer-supportai-agentsvoice | — |
| Chatway | 5.0 | 0 | live chathelpdeskticketing | — |
| HelpCenter.io | 5.0 | 0 | knowledge-basenotionintegrations | — |
| Live Helper Chat | 5.0 | 0 | live-chatcustomer-supportaudit-trail | — |
| Formbricks | 5.0 | 0 | surveysdata retentionself-hosted | — |
| Discourse | 5.0 | 0 | monthly-release-trainsecurity-patchesself-hosted | — |
| ManageEngine ServiceDesk Plus | 5.0 | 0 | itsmenterprise-itzia | — |
The 12 best Request Tracker alternatives, in depth
1. Hatz AI · velocity 7.5
Hatz 2.0 turns its chat into an agent that plans, browses and saves its work as automations.
Over the last 30 days Hatz AI shipped 2 meaningful updates vs Request Tracker's 0, most recently “Major Platform Upgrades: Auto Mode, Automations, Browser Control, and Vault”. Its velocity score of 7.5/10 blends that with longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, Hatz AI focuses on msp, ai agents and automation.
Over the last 30 days Hatz AI has been shipping faster than Request Tracker — a point in its favour if release momentum matters to you.
Full Hatz AI trajectory → · Compare Request Tracker vs Hatz AI →
2. Twilio · velocity 6.3
Twilio's voice AI stops cutting callers off mid-sentence, using its own turn-taking model.
Over the last 30 days Twilio shipped 1 meaningful update vs Request Tracker's 0, most recently “General Availability: Smart Turn Detection for Conversation Relay”. Its velocity score of 6.3/10 blends that with longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, Twilio focuses on voice ai, messaging and caller trust.
Over the last 30 days Twilio has been shipping faster than Request Tracker — a point in its favour if release momentum matters to you.
Full Twilio trajectory → · Compare Request Tracker vs Twilio →
3. Spiceworks · velocity 5.0
Spiceworks covers the Microsoft 365 outage from the help desk's side.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, Spiceworks focuses on it news, ai operations and cybersecurity.
Spiceworks and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full Spiceworks trajectory → · Compare Request Tracker vs Spiceworks →
4. DoneDone · velocity 5.0
DoneDone's editor gets tables, spreadsheet paste and text colors.
Its velocity score of 5.0/10 reflects longer-term release cadence; its most recent meaningful update was “Custom Fields are live! 🎉”.
Where Request Tracker leans on ticketing, security releases and cve, DoneDone focuses on help desk, task management and text editor.
DoneDone and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full DoneDone trajectory → · Compare Request Tracker vs DoneDone →
5. Xurrent · velocity 5.0
Xurrent's November update blocks unverified email senders from changing records.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, Xurrent focuses on itsm, ai agents and email security.
Xurrent and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full Xurrent trajectory → · Compare Request Tracker vs Xurrent →
6. LiveAgent · velocity 5.0
LiveAgent 5.71 starts letting bots work chats over MCP and answer the phones.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, LiveAgent focuses on customer support, ai agents and voice.
LiveAgent and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full LiveAgent trajectory → · Compare Request Tracker vs LiveAgent →
7. Chatway · velocity 5.0
Chatway adds a Ticket Center, moving from live chat toward a full helpdesk.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, Chatway focuses on live chat, helpdesk and ticketing.
Chatway and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full Chatway trajectory → · Compare Request Tracker vs Chatway →
8. HelpCenter.io · velocity 5.0
HelpCenter.io can now publish a Notion workspace as a synced help center.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, HelpCenter.io focuses on knowledge base, notion and integrations.
HelpCenter.io and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full HelpCenter.io trajectory → · Compare Request Tracker vs HelpCenter.io →
9. Live Helper Chat · velocity 5.0
Live Helper Chat 5.00 records who created and changed webhooks, mailboxes and templates.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, Live Helper Chat focuses on live chat, customer support and audit trail.
Live Helper Chat and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full Live Helper Chat trajectory → · Compare Request Tracker vs Live Helper Chat →
10. Formbricks · velocity 5.0
Formbricks 6.2 candidate two fixes Helm installs and response filters before stable.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, Formbricks focuses on surveys, data retention and self hosted.
Formbricks and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full Formbricks trajectory → · Compare Request Tracker vs Formbricks →
11. Discourse · velocity 5.0
Discourse ships its second out-of-band security release in under three weeks.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, Discourse focuses on monthly release train, security patches and self hosted.
Discourse and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full Discourse trajectory → · Compare Request Tracker vs Discourse →
12. ManageEngine ServiceDesk Plus · velocity 5.0
ServiceDesk Plus brings its Zoho-hosted Zia LLM to the Saudi Arabia data center.
Its velocity score of 5.0/10 reflects longer-term release cadence.
Where Request Tracker leans on ticketing, security releases and cve, ManageEngine ServiceDesk Plus focuses on itsm, enterprise it and zia.
ManageEngine ServiceDesk Plus and Request Tracker have shipped at a similar pace over the last 30 days, so the decision comes down to fit and feature depth.
Full ManageEngine ServiceDesk Plus trajectory → · Compare Request Tracker vs ManageEngine ServiceDesk Plus →
Frequently asked questions
What are the best alternatives to Request Tracker?
The top Request Tracker alternatives we currently track in customer support software are Hatz AI, Twilio, Spiceworks, DoneDone, Xurrent, ranked by recent ship velocity.
How is this list of Request Tracker alternatives ranked?
Alternatives are ranked by Sparkpulse's velocity_score — release cadence + 30-day spark count + sector-relative ship rate.
Can I compare Request Tracker directly with one of these alternatives?
Yes — every card has a "Compare with Request Tracker" link to a side-by-side /compare page.