Comparison of help desk issue tracking software

Comparison of help desk issue tracking software

This article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management.

System Creator License Implementation language(s) Back end Launch Date
FIT Issue Management Alcea Technologies Proprietary Java flat-file, optional extension for MS SQL, MySQL, Oracle (via JDBC) 2004
HEAT FrontRange Solutions Proprietary Unknown Unknown Unknown
iSupport GWI Software, Inc. Proprietary, Commercial, Source Code License available ASP.NET, XHTML, C# Microsoft SQL Server 2000[1]
IssueNet Elsinore Technologies Inc. Proprietary ASP.NET, C#, C++ SQL Server Unknown
IssueTrak IssueTrak Inc. Proprietary, On-Premises and Hosted ASP, Javascript Microsoft SQL Server 2000
Kayako SupportSuite Kayako Proprietary, some parts GPL PHP MySQL 2001
Liberum Help Desk Doug Luxem GPL ASP SQL Server, Access Unknown
ManageEngine ServiceDesk Plus ZOHO Corporation Proprietary Java MySQL Unknown
Mojo Helpdesk Metadot online / hosted only Ruby on Rails MySQL 2006[2]
Numara Track-It! Numara Software Proprietary Unknown SQL Server 2001
OTRS AGPL Perl MySQL, PostgreSQL, Oracle, SQL Server 2001
Plain Ticket Turbine interactive Proprietary, online, hosted. Java MySQL 2011
Remedy Action Request System BMC Software Proprietary Unknown Sybase, MS SQL Server, Oracle 1992
Request Tracker Best Practical Solutions, LLC GPL Perl MySQL, PostgreSQL, Oracle 1999-10-13
SimpleDesk SimpleDesk Team BSD PHP MySQL 2009-12-31
Spiceworks Spiceworks IT Software Proprietary; free for use Ruby on Rails sqlite 2006
Supportworks Hornbill Systems Proprietary Visual C++ and PHP MS SQL, MySQL, Oracle, Sybase 1994
SysAid SysAid Technologies Proprietary 2002
TechExcel ServiceWise TechExcel Proprietary C++ MSSQL Unknown
Tracker Automation Centre Proprietary Groupware, requires Lotus Notes IBM Lotus Domino 2001
TrackerSuite.Net Automation Centre Proprietary C# MS SQL 2006
Tracker PhaseWare Proprietary .NET MS SQL 2006
Web Help Desk MacsDesign Studio, LLC Proprietary Java OpenBase, MySQL, SQL Server, PostgreSQL, Oracle 1999


  1. ^ "GWI Software, Inc.". Archived from the original on 2000-03-02. 
  2. ^ "Pre-announcing Mojo Helpdesk". Archived from the original on 2006-03-29. 

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