I agree. I used RT years ago when I was in IT and quite liked it. I’ve used plenty of the competitors over the years and they seems to be mostly worse versions of it.

However RT is really just a request tracker and doesn’t do some of the fancier pseudo PM stuff zen desk does. That’s a plus in my book since when I’m tracking tickets I don’t want a JIRA clone but worse.

Also it’s worth noting I haven’t used it in 10 years so it might have changed substantially since then.