# Request Tracker (RT) — how to use (mcp.ai)

Connect your Request Tracker (RT) account and use 11 tools for customer support straight from your AI agent. Connect with your own API key. Request Tracker is a ticketing and workflow platform for managing support requests, queues, users, assets, knowledge articles, and related operations.

## Option A — via MCP (recommended)
Remote MCP endpoint (HTTP, streamable): `https://api.mcp.ai/p_request_tracker?ms=1787295720000`
Add it as a custom/remote MCP connector in your client (Claude, Cursor, VS Code…), then authenticate when prompted. Once connected, ask the agent to use the server's tools (e.g. `request_tracker_add_ticket_comment`).

## Option B — via direct REST API
Base URL: `https://api.mcp.ai/api/request_tracker`
Auth: `Authorization: Bearer sk_live_…` — create a workspace API key at https://mcp.ai/settings/api-keys
Discover endpoints: `GET https://api.mcp.ai/api/request_tracker/_endpoints`

### Endpoints
- `POST https://api.mcp.ai/api/request_tracker/add/ticket/comment` — Add a private internal comment to an RT ticket. The comment creates a durable transaction that REST2 cannot remove; RT scrips may still notify staff.
  - body: { content?: string, subject?: string, ticket_id: integer, time_taken?: string|integer, attachments?: object[], content_type?: string }
- `POST https://api.mcp.ai/api/request_tracker/create/ticket` — Create a durable RT ticket in a queue. Creation may run RT scrips or send notifications and cannot be fully erased through REST2.
  - body: { owner?: string, queue: integer, status?: string, content?: string, subject: string, priority?: integer, content_type?: string }
- `POST https://api.mcp.ai/api/request_tracker/get/queue` — Retrieve one visible RT queue by id or exact name, including lifecycle and capability-sensitive links.
  - body: { queue_id_or_name: string|integer }
- `POST https://api.mcp.ai/api/request_tracker/get/ticket` — Retrieve one visible RT ticket, including its current fields and capability-sensitive links for allowed follow-up operations.
  - body: { ticket_id: integer }
- `POST https://api.mcp.ai/api/request_tracker/get/ticket/history` — Return one page of detailed ticket history, including transaction types, field changes, comments, creators, and timestamps.
  - body: { per_page?: integer, ticket_id: integer, next_cursor?: string }
- `POST https://api.mcp.ai/api/request_tracker/list/queues` — List queues visible to the connected RT user so an agent can select a queue for ticket search or creation. Returns one bounded page.
  - body: { per_page?: integer, next_cursor?: string }
- `POST https://api.mcp.ai/api/request_tracker/list/ticket/attachments` — List attachment metadata references associated with a visible RT ticket without downloading attachment content.
  - body: { per_page?: integer, ticket_id: integer, next_cursor?: string }
- `POST https://api.mcp.ai/api/request_tracker/reply/to/ticket` — Send public correspondence on an RT ticket. This can email requestors or other recipients according to RT configuration and creates a durable transaction that REST2 cannot remove.
  - body: { content?: string, subject?: string, ticket_id: integer, time_taken?: string|integer, attachments?: object[], content_type?: string }
- `POST https://api.mcp.ai/api/request_tracker/search/tickets` — Search visible RT tickets with an explicit TicketSQL expression and return one bounded page. Use a condition such as `id > 0` when listing tickets; an omitted search does not list all tickets.
  - body: { fields?: string, per_page?: integer, ticket_sql?: string, next_cursor?: string }
- `POST https://api.mcp.ai/api/request_tracker/search/users` — Search RT users with structured field conditions and return one bounded page of user references or selected fields for requester and owner lookup.
  - body: { filters?: object[], per_page?: integer, next_cursor?: string }
- `POST https://api.mcp.ai/api/request_tracker/update/ticket` — Update selected metadata on an existing RT ticket and verify every requested field by reading it back. Omitted fields are unchanged.
  - body: { etag?: string, owner?: string, queue?: integer, status?: string, subject?: string, priority?: integer, ticket_id: integer }

## Example prompts
- "What can I do in Request Tracker (RT)?"
- "Show me a summary of my Request Tracker (RT) account"

## More
- Page: https://mcp.ai/request_tracker
- Agent spec (llms.txt): https://mcp.ai/request_tracker/llms.txt
- Postman collection: https://mcp.ai/request_tracker/postman.json