Trakr
Projects contain tickets. That's the whole system.
A self-hosted issue tracker and work-management platform built to be unceremonial, including what the incumbent makes you buy separately: a query language, a customer support desk, ITSM and ITIL service management, SLA policies, timesheets and billing, ten drillable reports, on-premise AI, and a pipeline that takes a ticket to a pull request.
10Reports, all drillable
25+AI providers
148In-app help articles
14Interface languages
The problem
The tracker became the work.
Somewhere between the first board and the third year, the tool meant to record work started generating it instead: fifteen ticket types, a configuration nobody dares touch, page loads measured in seconds, a support desk, a service desk, a timesheet tool and a reporting add-on each on their own licence — all hosted somewhere you did not choose, at a per-user price that rises every time you hire.
01
Configuration debt
A workflow so elaborate that changing it requires a specialist and a change window.
02
Add-on sprawl
The support desk, the service desk, the timesheets and the reports are four more invoices.
03
Per-seat gravity
The cost of letting one more person see the board is a reason not to.
04
AI you cannot use
The assistant is in someone else's cloud, so it is off in every regulated environment.
The solution
One application, one database, and a data model you can hold in your head.
01
Simple by default
Projects contain tickets. Tickets have statuses. Methodology is a lens that adds optional views — Kanban, Scrum, Waterfall or SAFe — and never adds fields. The default is none of them.
02
Complete when needed
Support desk, service management, SLA policies, timesheets, billing, budgets, automation, reporting and git are built into the product, not sold through a marketplace.
03
Yours to run
Self-hosted on bare metal, in containers, or on Kubernetes. Every asset, font, library and help article is bundled — the server works with no internet at all.
Three decisions worth reading
01
A merge that deletes nothing
Merging duplicates re-points comments, work logs and attachments so the authors and timestamps stay original. The absorbed ticket keeps its key, its history and its place in the customer portal, because deleting it would strand the customer who filed it.
02
Old keys resolve forever
Move a ticket between projects and it is re-keyed — but the old key keeps working, permanently, and keys are never re-used. Bookmarks, pasted links and email threads survive, so a customer's reply cannot fork the conversation into a duplicate.
03
Reordering is not editing
Dragging the backlog writes exactly one row and does not touch the ticket's updated date — so a morning spent sorting does not destroy the stale-ticket report, the daily digest and every 'changed in the last day' query in the organisation.
Capabilities
01Tracking & Query Language
- Types, priorities, statuses and services are configuration rows, not fixed lists — each organisation, and optionally each project, defines its own with colour and icon.
- A purpose-built query language over core fields, people, dates, collections, time, links, full text and SLA state, with fourteen operators and historical operators replayed from the activity log.
- Design guarantees: a negation reaches empty rows, a bare date means the whole day, every sort is settled for deterministic paging, and an unparseable value is refused with the clause quoted back.
- An AI mode returns a query, never results, so paging, columns, grouping, export and bulk selection keep working and the query stays visible, editable and savable.
- Ticket templates at user, project and organisation scope, optionally bound to a type; bulk update, transition and link with values resolved by name across projects.
- List, board, roadmap, calendar, timeline, backlog and sprint views, with cycles as sprints, phases or program increments.
- Delegations — 'I'm away until the 19th' — redirect assignment and make routing skip you.
02Support Desk & Service Management
- Three project worlds — standard, helpdesk and service — separated server-side, not by whichever page is asking.
- A public customer portal with emailed guest access codes, internal versus public comments, canned responses and per-project settings.
- ITSM and ITIL as opt-in switches: everything is a ticket, so service requests, incidents, problems and changes share comments, search, bulk edit, merge, SLA, automation and the API unchanged.
- Problems carry root cause, workaround and a known-error flag; changes carry type, risk, planned window, implementation and backout plans and an outcome.
- SLA policies with per-priority targets, business calendars and holidays, pause-on-status and breach notification; a running timer keeps the deadlines it started under.
- Approvals enforced by the workflow condition — a review board is simply an approval asked of a group.
- Email-to-ticket across five providers with reply threading by ticket key.
03Time, Billing & Reporting
- Work logs in familiar duration notation with a billable flag — no approval workflow, no sign-off, no locking period.
- A personal timesheet as a day-tile grid including empty days; exports as CSV, spreadsheet, PDF, including a multi-month single PDF.
- Statistics spanning up to ten years with day-through-year buckets, year-over-year comparison, and both person-days and full-time-equivalent reporting, clearly labelled.
- Billing and budget reporting in mandays at a price per manday.
- Ten reports: ad-hoc generator, billing, budget, SLA, resolution metrics, time in status, team performance, statistics, timesheets and AI spend, plus a personal dashboard with eighteen widget types.
- Time in status replays the activity log so it can never drift, and reports the median as well as the mean.
- Every figure drills through to the underlying tickets as an ordinary, editable, savable search.
04Automation & AI
- Rules at platform, tenant, organisation and project scope, triggered by schedule, events, or both — never a cron expression to mistype.
- Twelve quality checks, an open-ended condition builder over twenty-six fields and twenty-four operators, and nineteen actions from field-setting to webhooks.
- Guarantees: a rule-authored write never triggers another rule, the workflow is never overruled, one failing action costs only that action, and dry run reports what it would do without doing it.
- Assignment routing with round-robin or least-busy modes over member, group, skill or named pools, with a live preview of every candidate and why.
- Over twenty-five AI providers, sixteen self-hostable — the whole AI feature set runs on-premise with nothing leaving the network.
- Twelve AI features across search, suggestion, translation, generation, merging, templates, assistance, bulk editing and reporting, with tiered cost control, budgets, rate limits and a circuit breaker.
- A Model Context Protocol server with nine tools, eight resources and five prompts; ticket-to-pull-request runs a coding agent on a branch under a budget cap.
05Administration
- Guided organisation and project setup wizards that leave nothing behind if abandoned.
- Organisation restructuring: a drag-and-drop board for moving, merging and splitting, rewriting ownership across roughly thirty tables in one transaction.
- Configuration transfer exports an organisation or project as a portable bundle with no identifiers, people or secrets, and import never deletes.
- Eighteen email templates resolved per field down four scopes, with a refusal to publish a customer subject that drops the ticket key.
- Audit forwarding to ten sinks per organisation over signed HTTP or syslog, plus backups, self-update, migration management and nightly housekeeping.
- A cluster with front-end, back-end and scheduler roles and a designated backup node that takes over within ninety seconds, without a restart.
- Import from CSV, and from the incumbent's CSV and XML exports, for a clean migration.
06Security & governance
- Five parallel authentication mechanisms — session-validated, genuinely revocable tokens, form login, per-organisation single sign-on loaded at runtime, provisioning tokens and agent keys — plus LDAP, Active Directory and SAML
- Time-based multi-factor with encrypted secrets and full audit
- Twelve-character minimum passwords with complexity, a blocklist and a breach check; sliding session renewal re-reads the account, so a downgrade bites at once
- Tenant isolation through six independent mechanisms, with a resource in another organisation answering not found, never forbidden — confirming existence is itself an answer
- AES-256-GCM for every stored secret; no secret is ever read back
- Per-request content-security nonces with no inline scripting, strict transport security with preload, and rate limiting per address and per account
- Outbound request validation re-checked at delivery — a hostname that resolved publicly an hour ago can resolve to loopback now
- Audit across eight categories and thirty-eight actions, streamed on export and forwarded
- User deletion asks where the work goes before writing anything, and offers anonymisation — credentials wiped, sessions revoked, content never destroyed
■Java 25 on Spring Boot 4, native image supported for sub-second startup
■PostgreSQL with a project-partitioned ticket table, full-text indexing and materialised views
■Deploys on bare metal, containers or Kubernetes, with a hot-standby node
■Server-rendered vanilla ES6 front end — no framework, no build step, everything vendored
■REST API with OpenAPI and code samples in eleven languages, including COBOL, Fortran and RPG
■14 interface languages, including Luxembourgish
Industries
Who it works for
Software & product teams
The primary fit: tickets, boards, git, pull requests, releases, coding agents and a query language, with an import path off the incumbent.
Digital agencies
Budgets in mandays at a price per manday, timesheets, a billing report and per-client projects under one organisation.
IT service desks
Full ITSM and ITIL: services, incidents, problems, known errors and changes, with approvals enforced by the workflow.
Outsourced support
Helpdesk projects, a branded customer portal with emailed guest access, canned responses and inbound mail with reliable reply threading.
Managed service providers
Tenant and organisation multi-tenancy, per-tenant payment accounts, white-label branding down to the custom domain, and plan limits you define.
Regulated organisations
Public sector, defence suppliers, healthcare and finance: fully self-hostable, air-gap friendly, with audit forwarding and AI inside the network.
Enterprises with an identity estate
Azure AD, Google Workspace, LDAP and Active Directory, SAML, SCIM provisioning and time-based multi-factor, configured per organisation.
Teams leaving the incumbent
Import the export, or run the issue mirror against your existing tracker; disconnecting leaves both sides intact.
European mid-market
Fourteen interface languages including Luxembourgish, euro-denominated budgets, and data that stays in Europe unless you send it elsewhere.
Use cases
Example scenarios
01 · Digital agencies
From a separate timesheet tool to billing straight from logged work
- Challenge
- A web agency tracks client work in one tool, hours in a second and invoices from a spreadsheet that someone rebuilds at the end of every month. Budget overruns only show up when the invoice is being drafted.
- Approach
- Each client gets its own projects under one organisation, with a budget in mandays at a price per manday. The team logs work on the tickets with a billable flag, and the billing and budget reports, drillable down to the tickets, replace the spreadsheet.
- Result
- Invoices are prepared from the same data the team already logs, and a project heading over budget is visible while there is still time to talk to the client.
02 · IT service desks
Change management with approvals the workflow actually enforces
- Challenge
- An internal IT department receives change requests by email, records approvals in meeting minutes and logs incidents in a separate service desk tool. After an outage, nobody can quickly show which change was approved, by whom, and what the backout plan was.
- Approach
- ITSM and ITIL are switched on for a service project: incidents, problems and changes become ticket kinds, and each change carries its type, risk, planned window, implementation and backout plan. The change advisory board is an approval asked of a group, enforced by a workflow condition, and SLA policies run on business calendars with holidays.
- Result
- A change cannot move forward without its approval, and after an incident the linked change, its risk assessment and its backout plan are on the ticket rather than in someone's mailbox.
03 · Teams leaving the incumbent
Leaving the incumbent tracker one project at a time
- Challenge
- A software team wants to leave its hosted tracker because of rising per-seat costs, but a big-bang migration would disrupt running sprints and nobody wants to lose ticket history or links in old emails.
- Approach
- Trakr runs self-hosted next to the existing tool, with the two-way issue mirror pointed at one project so the team can work in both. Once the team is comfortable, the remaining projects are imported from the incumbent's CSV or XML export, and the integrated git server links tickets to branches and pull requests.
- Result
- The switch happens without a freeze, disconnecting the mirror leaves both sides intact, and the licence no longer grows with every new team member.
Licence
Per deployment. Never per seat.
Licensed per deployment or per tenant, with unlimited users — never per seat. The annual licence is based on your own turnover ex VAT, charged in marginal tranches like income tax so there are no cliffs, starting at a €900 minimum and capped at a 25% yearly increase. Hosting, hardware and AI provider costs are yours; consultancy, setup, migration and training are quoted separately.
Annual licence by turnover, ex VAT
| Turnover | Per year |
|---|
| Up to €500k | €900 |
|---|
| €1M | €1,500 |
|---|
| €5M | €2,500 |
|---|
| €25M | €5,500 |
|---|
| €100M | €13,000 |
|---|
| €500M | €37,000 |
|---|
| €1B | €52,000 |
|---|
Illustrative: a tracker at €8 per user a month bills a two-hundred-person organisation €19,200 a year; at €5M turnover this is €2,500.
What it does
- 01One application replaces four separate licences: support desk, ITSM, timesheets and reporting are all included.
- 02On-premise AI across 25+ providers, 16 self-hostable, so nothing leaves the network — plus a pipeline that turns a ticket into a pull request.
- 03Licensed per deployment, not per seat, with unlimited users.
At a glance
CategoryIssue Tracking Platform
LicencePer deployment, unlimited users, from €900 a year
For whomSoftware teams · IT service desks · Agencies · MSPs
Mirror one project.
Leave your current tracker running. Point the mirror at one repository and work in both for a fortnight. Disconnecting changes nothing on either side.Start the conversation →