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.
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Integrate Request Tracker (RT)
with your AI CRM
Request Tracker is a ticketing and workflow platform for managing support requests, queues, users, assets, knowledge articles, and related operations.
Explore Triggers and Actions
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.
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Get Queue
Retrieve one visible RT queue by id or exact name, including lifecycle and capability-sensitive links.
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Get Ticket
Retrieve one visible RT ticket, including its current fields and capability-sensitive links for allowed follow-up operations.
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Get Ticket History
Return one page of detailed ticket history, including transaction types, field changes, comments, creators, and timestamps.
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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.
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List Ticket Attachments
List attachment metadata references associated with a visible RT ticket without downloading attachment content.
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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.
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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.
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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.
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Update Ticket
Update selected metadata on an existing RT ticket and verify every requested field by reading it back. Omitted fields are unchanged.
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How the Request Tracker (RT) integration works
The Request Tracker (RT) integration connects your Dench AI CRM directly to Request Tracker (RT), so agents can read and act on your Request Tracker (RT) data as part of everyday work — answering questions in chat, keeping your CRM in sync, and running automations without anyone copying data between tools.
11 actions are available for agents to invoke on your behalf. Every call runs through Request Tracker (RT)'s own authorization, scoped to the account you connect.
Set up Request Tracker (RT) in Dench
- 1
Sign in to your Dench workspace and open Integrations.
- 2
Find Request Tracker (RT) and click Connect — you'll authorize access through Request Tracker (RT)'s own sign-in flow. No API keys or code required.
- 3
Ask an agent to use Request Tracker (RT) in chat, or call it from an automation.
- 4
Manage or disconnect the connection any time from workspace settings.
Frequently asked questions
How does the Request Tracker (RT) integration work with Dench?
The Dench Request Tracker (RT) integration connects your AI CRM to Request Tracker (RT), so AI agents can work with your Request Tracker (RT) data as part of chats, automations, and CRM workflows. You connect your account once, and every agent in your workspace can use it — governed by your workspace permissions.
What actions can AI agents perform with Request Tracker (RT) via Dench?
The Request Tracker (RT) integration currently exposes 11 actions, including Add Ticket Comment, Create Ticket, Get Queue, Get Ticket, Get Ticket History, and List Queues. Agents invoke them on your behalf from chat or from automations.
Do I need to write code to connect Request Tracker (RT) to Dench?
No. You connect Request Tracker (RT) from your Dench workspace using Request Tracker (RT)'s own sign-in and authorization flow — no API keys to copy, no glue code to maintain.
Is the Request Tracker (RT) integration secure?
Connections are authorized through Request Tracker (RT)'s own authentication flow, and Dench stores only the authorization needed to act on your behalf. You can review and disconnect the Request Tracker (RT) connection from your workspace settings at any time.