Uncovering the Best Support Incident Tracker Alternatives for Your Business
Support Incident Tracker (SiT) has long been a reliable, open-source solution for managing technical support calls, help desk tickets, and customer inquiries. Utilizing PHP and MySQL, SiT efficiently handles contacts, sites, support contracts, and incidents, complete with SLA awareness and direct email capabilities. However, as businesses evolve, so do their needs, prompting many to seek out robust Support Incident Tracker alternative solutions that offer enhanced features, different pricing models, or broader integration capabilities. This article delves into the top alternatives that can streamline your support operations.
Top Support Incident Tracker Alternatives
Whether you're looking for advanced project management, comprehensive customer service suites, or more flexible open-source options, this list covers a diverse range of tools that can capably replace or upgrade your current SiT setup.

JIRA
JIRA, trusted by over 11,000 businesses, is a leading commercial tool for bug tracking, issue tracking, and project management. It's a powerful Support Incident Tracker alternative for those needing robust project organization, workflow automation, and agile methodologies. Available on Mac, Web, and Self-Hosted platforms, JIRA offers multi-project management, customizable workflows, Kanban boards, and comprehensive dependency tracking, making it ideal for teams requiring deep integration of support and development processes.

osTicket
osTicket is a lightweight, open-source support solution that stands out as an excellent free Support Incident Tracker alternative. It provides a built-in customer portal and a rich admin dashboard for easy ticket management. Available on Windows, Linux, Web, and Self-Hosted environments with PHP and MySQL Community Edition, osTicket focuses on core customer support, helpdesk ticketing, and task management, making it perfect for organizations seeking a simple yet effective open-source help desk.

Freshdesk
Freshdesk is an award-winning online help desk software, offering a comprehensive commercial and freemium model. It's a strong Support Incident Tracker alternative for businesses wanting to support customers across multiple channels including email, phone, web, and social media. Available across Mac, Windows, Linux, Web, Android, and iOS, Freshdesk provides features like automatic customer engagement, customer service, and robust team collaboration, ideal for scaling customer support operations.

((OTRS)) Community Edition
((OTRS)) Community Edition is the free, open-source version of OTRS, making it a direct and powerful Support Incident Tracker alternative. Built with Perl and available for Mac, Linux, Web, and Self-Hosted deployments, it's a ticketing and process automation suite designed to improve communication and customer service. Key features include SLA management, email notifications, a comprehensive knowledge base, and workflow automation, catering to service teams focused on efficiency.

A1 Project Manager
A1 Project Manager is a free, web-based SaaS solution focused on task and project management, serving as a functional Support Incident Tracker alternative for teams prioritizing project organization. It automatically keeps teams organized and monitors project progress, with features like real-time collaboration and dedicated task management capabilities.

InvGate Service Desk
InvGate Service Desk is a web-based ITIL-ready solution, offering a commercial alternative to Support Incident Tracker with an unparalleled user interface. Available across Mac, Windows, Linux, Web, Android, and iOS, it boasts code-free configuration for Incident, Problem, Change, Asset & Knowledge management, making it highly adaptable for complex IT service management needs.

Request Tracker
Request Tracker (RT) is an enterprise-grade, free, and open-source ticketing system, making it an excellent Support Incident Tracker alternative for organizations needing robust issue and request management. Running on Linux, Web, and Self-Hosted with Perl, RT empowers teams to efficiently manage tasks submitted by a community, offering features like bug reporting, customer service, customizable triggers, extensibility via plugins, and comprehensive helpdesk ticketing.

TeamSupport.com
TeamSupport.com is a commercial, web-based online help desk that goes beyond a typical ticketing system. As a sophisticated Support Incident Tracker alternative, it emphasizes multi-to-one communications and offers advanced customer service and real-time collaboration features, designed for businesses needing deeper insights into customer interactions and comprehensive support.

DeskPRO
DeskPRO is a modern, commercial helpdesk platform available on Web and Self-Hosted deployments. It presents a strong Support Incident Tracker alternative with unparalleled usability and flexible configuration, allowing agents to focus on helping users efficiently. Key features include integrated chat, CRM capabilities, and a knowledge base, making it a comprehensive solution for customer support.

Easy Redmine
Easy Redmine is a commercial, open-source version of Redmine that emphasizes ease of use, making it a viable Support Incident Tracker alternative for project and task management. Available across Mac, Windows, Linux, Web, Android, iOS, and as a SaaS, it includes multiple plugins for enterprise work, offering features like file sharing, Gantt charts, multiple languages, real-time collaboration, and flexible workflows.
Choosing the right Support Incident Tracker alternative depends on your specific operational needs, budget, and desired feature set. Whether you prioritize open-source flexibility, comprehensive commercial features, or specialized project management capabilities, the options above provide a solid foundation for improving your support and incident tracking processes.