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Comparison · Support
Request Tracker vs DoneDone
A side-by-side editorial comparison of Request Tracker and DoneDone — release velocity, themes, recent moves, and the top alternatives to consider.
Request Tracker vs DoneDone: at a glance
What is 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.
What is DoneDone?
DoneDone's editor gets tables, spreadsheet paste and text colors.
DoneDone's November 13 release adds tables to the text editor, with direct paste from Google Sheets or Excel, plus text sizes, colors, highlighting and strikethrough. It follows the November 2 rework of Scheduled Tasks and October's bulk checklist entry and single email connection for several Mailboxes. Late summer brought workflow automations and custom fields.
Request Tracker vs DoneDone: editorial side-by-side
Request Tracker
5.0SUPPORT
RT's October pair fixes at least 27 CVEs and finally adds TOTP MFA to 5.0 and 6.0.
◆ Current state
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.
◆ Where it's heading
Security still sets RT's calendar: the May pair and the October pair both landed on one day across branches. What changed is that authentication features now ship on 5.0 as well as 6.0, rather than feature work staying on 6.0 only. The 4.4 branch had its final release in October 2025, so the active lines are now 5.0 and 6.0.
◆ Prediction
The next release is likely another same-day 5.0 and 6.0 pair driven by security reports; the size of this batch suggests follow-up fixes could come sooner than the usual gap of several months.
DoneDone
5.0SUPPORT
DoneDone's editor gets tables, spreadsheet paste and text colors.
◆ Current state
DoneDone's November 13 release adds tables to the text editor, with direct paste from Google Sheets or Excel, plus text sizes, colors, highlighting and strikethrough. It follows the November 2 rework of Scheduled Tasks and October's bulk checklist entry and single email connection for several Mailboxes. Late summer brought workflow automations and custom fields.
◆ Where it's heading
After the bigger summer releases, DoneDone has moved into steady polish of daily actions: replies, checklists, schedules and now formatting. Each release removes friction for small help-desk teams rather than adding a new module.
◆ Prediction
More small usability updates on email and tasks are likely; the entries give no sign of another large module soon.
Alternatives to Request Tracker and DoneDone
Other Support products tracked by Sparkpulse, ranked by recent ship velocity. Each card links to a full editorial trajectory and lets you pivot into a head-to-head comparison with either Request Tracker or DoneDone.
Twilio
Twilio's voice AI stops cutting callers off mid-sentence, using its own turn-taking model.
Xurrent
Xurrent's November update blocks unverified email senders from changing records.
LiveAgent
LiveAgent 5.71 starts letting bots work chats over MCP and answer the phones.
Chatway
Chatway adds a Ticket Center, moving from live chat toward a full helpdesk.
Faveo Helpdesk
Faveo Helpdesk's free edition has shipped mostly security patches and stack upgrades since 2019.
See all Request Tracker alternatives → · See all DoneDone alternatives →
Recent activity from Request Tracker and DoneDone
Latest ship moves from both products, interleaved chronologically. ⚡ = editorial spark.
- 16h agoDoneDoneTables and More Formatting Options in the Text Editor
- 11d agoDoneDoneImproved: More Control Over Scheduled Tasks
- 15d agoRequest TrackerRT 6.0.4 fixes dozens of CVEs and adds TOTP MFA
- 15d agoRequest TrackerRT 5.0.11 fixes dozens of CVEs and adds TOTP MFA
- 21d agoDoneDoneSmall Improvements to Checklists and Replies
- 1mo agoDoneDoneNew: Use One Email Connection Across Multiple Mailboxes
- 1mo agoDoneDoneUpdated Email Filters!
- 2mo agoDoneDoneCustom Fields are live! 🎉 ⚡
- 5mo agoRequest TrackerSecurity release fixes REST 2.0 credential leak and SQL injection
- 5mo agoRequest TrackerSame security fixes as 5.0.10, plus dashboard and accessibility work
- 1y agoRequest TrackerCalendar view for saved searches and memory management work
- 1y agoRequest TrackerCSV injection fix in TSV export, with assorted updates
Frequently asked questions
What is the difference between Request Tracker and DoneDone?
They serve adjacent needs but don't currently overlap on shipped themes. Request Tracker and DoneDone are shipping at a similar cadence (velocity 5.0 vs 5.0, both within Sparkpulse's "active" band). See the at-a-glance table above for a side-by-side breakdown of velocity, recent sparks, and editorial themes.
Is Request Tracker better than DoneDone?
Sparkpulse doesn't pick a winner — we score release velocity, not feature parity. Request Tracker and DoneDone are shipping at a similar cadence (velocity 5.0 vs 5.0, both within Sparkpulse's "active" band). For your specific use case, the alternatives sections above list other Support products to evaluate alongside.
What are the best alternatives to Request Tracker?
Top Request Tracker alternatives in Support are ranked by recent ship velocity. Browse the "Request Tracker alternatives" section above for the current picks, or visit /alternatives/request-tracker for the full list with editorial commentary on each.
What are the best alternatives to DoneDone?
Top DoneDone alternatives in Support are ranked by recent ship velocity. Browse the "DoneDone alternatives" section above for the current picks, or visit /alternatives/donedone for the full list with editorial commentary on each.