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Request Tracker (RT)customer support
11 available actions
What your AI agent can do in Request Tracker (RT)
Request Tracker is a ticketing and workflow platform for managing support requests, queues, users, assets, knowledge articles, and related operations. This page lists every available action. Your agent only receives the actions and permissions required for the role you approve.
Showing all 11 actions.
Common starting points
- Search TicketsSearch visible RT tickets with an explicit TicketSQL expression and return one bounded page.
- Search UsersSearch RT users with structured field conditions and return one bounded page of user references or selected fields for requester and owner lookup.
- Add Ticket CommentAdd a private internal comment to an RT ticket.
- Create TicketCreate a durable RT ticket in a queue.
- Update TicketUpdate selected metadata on an existing RT ticket and verify every requested field by reading it back.
- Reply to TicketSend public correspondence on an RT ticket.
Browse all 11 actions by capability
Open a capability to see every supported action and its description.
Find & reviewLook up and review existing recordsView 7 actions
- Get QueueRetrieve one visible RT queue by id or exact name, including lifecycle and capability-sensitive links.
- Get TicketRetrieve one visible RT ticket, including its current fields and capability-sensitive links for allowed follow-up operations.
- Get Ticket HistoryReturn one page of detailed ticket history, including transaction types, field changes, comments, creators, and timestamps.
- List QueuesList queues visible to the connected RT user so an agent can select a queue for ticket search or creation.
- List Ticket AttachmentsList attachment metadata references associated with a visible RT ticket without downloading attachment content.
- Search TicketsSearch visible RT tickets with an explicit TicketSQL expression and return one bounded page.
- Search UsersSearch RT users with structured field conditions and return one bounded page of user references or selected fields for requester and owner lookup.
Create & communicateCreate records or send supported messagesView 2 actions
- Add Ticket CommentAdd a private internal comment to an RT ticket.
- Create TicketCreate a durable RT ticket in a queue.
Update & manageChange and manage existing recordsView 1 action
- Update TicketUpdate selected metadata on an existing RT ticket and verify every requested field by reading it back.
Other actionsSpecialist and administrative actions.View 1 action
- Reply to TicketSend public correspondence on an RT ticket.
Connection record
A connection you can control.
- Sign-in
- Customer-managed key
- Setup
- Use a key you create and control. It is stored securely and limited to the work agreed for the role.
- Boundaries
- Only the approved role and actions.
- Off switch
- Revoke the connection from your account.
FAQ
Before you connect Request Tracker (RT)
How does the agent connect to Request Tracker (RT)?
With a key you create and control. It is stored securely, permissions are limited to what the agent needs, and you can revoke it at any time.
What can the agent actually do in Request Tracker (RT)?
The page above lists the 11 actions currently available through the Request Tracker (RT) connection. The role determines which of those actions the agent may use, and write access is only enabled when the workflow needs it.
Is Request Tracker (RT) included in my plan?
Connections are priced per tool on top of the base plan. Some are included and some are premium. See pricing for how connection charges work.
How long until Request Tracker (RT) is ready?
Timing depends on the sign-in method, permissions and workflow being connected. We confirm the scope and setup plan before enabling the connection.
Bring the workflow together
Ready to put Request Tracker (RT) to work?
Start with the responsibility you want off your plate. We’ll map the connection and the boundaries around it.