Claude RT (Request Tracker) connectorWhat Claude can do in your RT instance.
The Claude RT (Request Tracker) connector exposes 17 tools: 12 read, 5 write, 0 undocumented. It's a desktop extension that talks to your RT instance with your own token. Below: what Claude reads, what it writes, and what reaches the requestor.
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What changes for a support team
No more writing TicketSQL by hand to rebuild an incident's history. You tell Claude what you're after, it queries your RT instance, reads tickets and their exchanges, and can create, update or reply. Everything runs under your RT identity, because the token is tied to your account.
Find tickets without knowing the syntax. search_tickets searches in TicketSQL, get_queue_fields gives a queue's custom field definitions, and get_ticketsql_grammar returns the TicketSQL reference for RT 6.0.3.
Pick up a case. get_ticket and get_ticket_history give a ticket's details and its transaction history, and get_transaction opens one exchange, decoded message included.
Move it forward. update_ticket changes the ticket's fields, and add_reply sends the requestor a reply they can see.
What Claude doesn't do here: nothing fires on its own, and no incoming ticket wakes Claude up. The sheet doesn't publish the queue, rights and lifecycle admin tools the publisher's repository describes. And an internal comment isn't a reply: only the reply reaches the requestor. For automated routines, you want an automation tool; the Integrations page covers that side, and Claude connectors gathers the rest.
The vocabulary in one minute
Five words worth knowing before you connect RT.
- Connector
- The link you set up once between Claude and an account you already have, so Claude can work on it while it answers you.
- Tool
- One named action a connector opens to Claude. Claude picks the ones it needs on its own; the directory lists them by name.
- Authorization
- The service's own sign-in screen, where you hand Claude the access it will use. Granted once per person, and you can take it back.
- Approval
- The confirmation Claude waits for before finishing something that changes your account, shown in the chat right when it matters.
- MCP
- The common standard behind connectors: it's what lets an assistant like Claude hold a conversation with an outside service.
Connect RT to Claude in three steps
- 01
Find RT
In Claude's settings, open Customize, then Connectors, and spot RT in the list. On a Team or Enterprise workspace, an Owner or Primary Owner has to enable it before each member can sign in.
- 02
Start the connection
Start the connection from its row with Connect. For this desktop extension, Best Practical says to enter your RT instance URL and your auth token there. If the link breaks, Disconnect and connect again.
- 03
Weigh what you hand over
Review what you hand over before you confirm: the token is tied to your RT account, so everything Claude does goes through under your name and is logged in RT as done by you, emails included.
The 17 tools of the Claude RT (Request Tracker) connector
RT (Request Tracker) gives Claude 17 tools: 12 that read your account, 5 that change something in it.
Two groups, per Best Practical's official manifest: what Claude reads in RT and what it writes there. Names stay as Claude shows them.
- 12 read
- 5 write
What Claude reads (12)
12 toolsTwelve tools to search and look up tickets, queues, users and attachments.
search_tickets
Searches tickets with TicketSQL, RT's own query language, and brings back the tickets that match the query.
get_ticket
Pulls the detailed information of one ticket from its ID. It's the ticket's record, without the timeline of exchanges.
get_ticket_history and get_transaction.get_ticket_history
Returns a ticket's transaction history: the sequence of events recorded on it, one after the other.
get_transaction decodes the message.get_transaction
Opens one transaction in full, with the message content decoded. Useful when the history shows an exchange happened and you need to read what was actually said.
get_queue
Returns the details of an RT queue from its ID or name. It's the starting point for understanding how a queue is set up.
list_queues
Lists every queue available on your RT instance, by name.
get_queue_fields
Returns a queue's custom field definitions and the name of its lifecycle, so a search can use the field names exactly as RT knows them.
lookup_user
Searches RT users by name or email address. Handy for finding the right account before assigning a ticket or identifying a requestor.
get_current_user
Shows which RT account the configured token belongs to. It's the quick check on whose identity Claude is working under.
get_ticketsql_grammar
Returns the TicketSQL grammar reference for RT 6.0.3: the syntax a search query has to follow.
get_ticket_attachments
Pulls up the full list of attachments on a ticket, whichever message carried them. You see at a glance which files were sent along the way, without scrolling the whole history.
get_attachment
Retrieves one attachment from its ID, once the list has shown which file you need.
save_attachment, which this page lists in the other group.What Claude writes (5)
5 toolsFive tools that create, update, reply or save a file. No source spells out their confirmation: the general rule below applies.
create_ticket
Approval: see the ruleOpens a new ticket in RT, in the queue you name. Per the publisher, custom fields, roles, links and dates can be filled in right at creation.
update_ticket
Approval: see the ruleChanges fields on an existing ticket. Per the publisher's description, that covers custom fields, custom roles, links and date fields.
add_comment
Approval: see the ruleAdds an internal comment to a ticket that the requestor doesn't see. It's the note between teammates, not the answer to the customer.
add_reply
Approval: see the ruleSends a reply on a ticket that the requestor can see: it's the official correspondence. The message leaves from RT, under your account.
save_attachment
Approval: see the ruleSaves an RT attachment to a file on your computer. The write happens on your machine, not in RT.
What Claude asks before it acts
By default, Claude stops and asks for your go-ahead before any action it takes on an account for you. The request shows up in the chat, right when it matters.
No source says whether Claude asks before creating a ticket, updating one or replying: that default rule covers all five write tools. On a Team or Enterprise workspace, owners decide whether a member can let certain actions through without being asked again, and they can shut off a connector's writes for the whole organization. On the RT side, Claude acts with the token's rights and nothing beyond them.
Which plans include it
Out of 819 sheets in the official directory, none shows availability by plan. Connector by connector, the answer isn't published anywhere: it's a real gap in the catalogue.
The general rule is published: desktop extensions install on Claude Desktop, and they are open to all users there. On Team and Enterprise, an Owner or Primary Owner turns the connector on for the organization before each member can connect. For the current status, the RT sheet in the official directory is where to look.
Where RT stops inside Claude
A connector isn't an automation. Claude calls these tools while it answers you: no incoming ticket wakes it up.
Only the publisher documents this connector, through Best Practical's official repository: neither Claude's help center nor Anthropic's docs mention it. The directory's partner badge isn't a security audit, and Anthropic says so on every sheet: it doesn't choose the tools a publisher exposes and doesn't guarantee they behave as described. On top of that, the sheet and the repository don't list the same tools.
How many tools does the RT extension actually expose?
- Claude directory sheet ↗October 202617 tools: ticket search, reading and updating, comments, replies and attachments.
- Best Practical's official repository manifest ↗October 2026Many more tools, including queue creation, rights and lifecycle management, none of which appear on the sheet.
What this page followsNeither side is stale: the sheet lists 17 tools, the publisher's repository a newer, broader version. This page covers the sheet's 17; check in Customize > Connectors which list your installed extension shows.
Need help connecting RT (Request Tracker) to Claude?
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