Request Tracker (RT) for your voice agent

Request Tracker (RT) is a ticketing and workflow platform for managing support requests, queues, users, assets, and knowledge articles. It helps support and operations teams track work, enforce process, and keep request history in one place.

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The app's Connected apps page: what agents do with each app, such as booking appointments, knowing who is calling and sending emails, and whether each one is working.The app's Connected apps page: what agents do with each app, such as booking appointments, knowing who is calling and sending emails, and whether each one is working.The app's Connected apps page: what agents do with each app, such as booking appointments, knowing who is calling and sending emails, and whether each one is working.The app's Connected apps page: what agents do with each app, such as booking appointments, knowing who is calling and sending emails, and whether each one is working.

Integration record

Status
Available
Plan
Every plan, from Starter at A$49 a month
How it connects
With an API key. You create a key in Request Tracker (RT) and paste it on a secure page in Connected apps.
What it reads
7 actions, such as get Queue, get Ticket and get Ticket History.
What it changes
4 actions, such as add Ticket Comment, create Ticket and reply to Ticket.
What starts an action
The agent runs an action during a call or chat when the conversation needs it. It only runs the actions you switch on.
Custom work
You choose each action from its list of 11. Anything the list doesn't cover needs a custom API tool on Scale, or a Concierge build.
Checked
Action list checked 14 November 2026. We haven't tested each action.

Request Tracker (RT) actions

Reads 7

  • Get Queue
  • Get Ticket
  • Get Ticket History
  • List Queues
  • List Ticket Attachments
  • Search Tickets
  • Search Users

Changes 4

  • Add Ticket Comment
  • Create Ticket
  • Reply to Ticket
  • Update Ticket

Request Tracker (RT) setup

  1. Pasting a Request Tracker (RT) API key

    Create an API key in Request Tracker (RT), choose Request Tracker (RT) in Connected apps and paste the key on the secure page.

  2. Choosing the actions

    Choose which of the 11 actions the agent may use. Start with lookups and add the ones that change Request Tracker (RT) when you're ready.

  3. Testing, then publishing

    Watch the agent use the live app in the browser tester, then publish. Voice and text agents share the connection.

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