Sales & Customer Support · Request Tracker (RT) + Claude
Request Tracker (RT) MCP with Claude: Faster Ticket Handling and Cleaner Request History
The short answer
Claude connects to Request Tracker (RT) through a Model Context Protocol (MCP) server or direct API. Using an API key, Claude can create tickets, search queues, update request statuses and manage users and assets from natural language requests. Your team sets the permissions, and consequential actions can require human approval.
What is Request Tracker (RT)?
Request Tracker (RT) is a ticketing and workflow platform used to manage support requests, queues, users, assets and knowledge articles. Support desks, IT operations teams, facilities groups and customer service departments use it to track work, enforce process and keep a full history of every request in one place. Its structured queues and audit trail make it a common choice where consistent handling matters.
How Claude connects to Request Tracker (RT) through MCP
The Model Context Protocol (MCP) is an open standard that lets Claude securely use other software. Think of it as a universal adapter between Claude and a business tool. Once it is set up, Claude can work inside Request Tracker (RT) the way a trained colleague would, using the access your organisation grants.
Once connected, Claude can typically read queues and existing tickets, search request history, create new tickets, update statuses and help manage users and assets. Your staff can ask in plain English, for example to find all open requests older than five days in a particular queue, and Claude carries out the lookup or update inside RT.
Permissions and approvals keep people in charge. We connect Claude using an API key with least-privilege access, so it can only do what the account is allowed to do. Consequential actions, such as closing requests in bulk or changing user access, can be set to require a person's approval before they run. Every action is logged so your team can review what happened.
What you can automate
Triage new support requests
When new requests arrive, Claude can read the description, suggest the right queue and priority, and create or update the ticket accordingly. Support leads review the suggestions in batches, which keeps routing consistent and reduces the time spent sorting requests by hand.
Queue status summaries for managers
Team leads often need to know what is overdue, unassigned or waiting on a customer. Claude can query the relevant queues and produce a clear summary of volumes, ageing and blockers, ready for a morning stand-up or a weekly review.
Status updates and follow-ups
Staff can ask Claude to move a set of tickets to a new status, add a standard comment or flag requests that have gone quiet. This removes repetitive clicks from routine follow-up work and helps keep the request history accurate.
User and asset administration
Operations teams can use Claude to look up a user, check which assets are assigned to them or update asset records after a hardware swap. Changes to user records can be routed for approval first, so administrative control stays with the right people.
Knowledge article support
Where teams keep knowledge articles in RT, Claude can help search for the article that matches a customer's question and draft a reply that points to it. A person reviews the draft before it is sent, which keeps answers accurate and consistent.
An end-to-end workflow: Customer request to resolution with Microsoft 365 and CRM alignment
TriggerA customer e-mails the support address asking about a delayed order.
Claude reads the e-mail and checks the customer record in the CRM to confirm the account and open orders.
Claude creates a ticket in Request Tracker (RT) in the correct queue, with the priority and customer details filled in.
If the request matches a knowledge article, Claude attaches it to the ticket and drafts a reply for the agent.
The agent reviews and approves the reply, which is sent from Microsoft 365 Outlook and logged against the ticket.
When the customer confirms resolution, Claude updates the ticket status and records a summary in the request history.
OutcomeRequests are logged, routed and answered consistently, with the CRM and RT histories kept in step. Agents spend less time on admin and more on resolving customer issues.
How we set it up
Free automation audit
We review how your support and operations teams use Request Tracker (RT) today, including queues, volumes and recurring tasks, and identify the workflows worth automating first. The audit is free and comes with no obligation.
Secure connection with an API key
We connect Claude to your RT instance using an API key, created with least-privilege access. Where useful, we use the MCP server or a direct API connection. Keys are stored securely and can be rotated or revoked at any time.
Workflow design with approvals
We design the end-to-end workflow across RT and your other systems, such as Microsoft 365, CRM or ERP. We decide which actions run automatically and which need a person's approval, and document each step.
Testing against real cases
We test the workflow using past tickets and real scenarios from your queues. We check accuracy, edge cases and permissions, and adjust the design until your team is satisfied with the results.
Launch, monitoring and training
We launch with audit logs and monitoring in place, then train your team on how to use Claude with RT day to day. We review performance with you after launch and refine the workflow as needs change.
Who benefits
- Support team leads
- Clearer queues, faster triage and up-to-date summaries without manual report building.
- Support agents
- Less repetitive admin, quicker access to knowledge articles and more time for customer conversations.
- IT and operations managers
- Consistent process enforcement, cleaner user and asset records and a complete audit trail.
- Customer service directors
- Better visibility of request history and service levels across teams and regions.
Security and control
- Least-privilege API keys so Claude can only access what the account is permitted to use.
- Human approval for consequential actions such as bulk closures or changes to user access.
- Full audit logs of every action Claude takes in Request Tracker (RT), available for review.
- Secure storage of credentials, with keys that can be rotated or revoked at any time.
- Testing against real cases before launch, with monitoring afterwards to catch unexpected behaviour.
For teams in the US, UK, India and the Middle East
Organisations in the United States and the United Kingdom can host the Claude workflow in their chosen region to support local data handling expectations. Businesses in India must consider the Digital Personal Data Protection Act, 2023, and we design around its obligations for personal data. Companies in the UAE and Saudi Arabia must meet local data protection laws, so we select hosting in a region that meets those requirements. Hosting location is chosen to meet your specific legal and contractual needs.
Learn more about Claude and MCP
Anthropic's AI model and assistant.
Secure links between Claude and business tools.
How engineers build and change software with Claude.
Hosted agents that run multi-step work.
The open standard Claude uses to connect to tools.
Frequently asked questions
What does the Request Tracker (RT) MCP server do?
The MCP server gives Claude a secure way to work with your RT instance. Through it, Claude can read queues and tickets, create new requests, update statuses and help manage users and assets, all within the permissions you set. It acts as a controlled bridge rather than giving open access to your system.
Is connecting Claude to Request Tracker (RT) secure?
Security depends on how it is set up. We use an API key with least-privilege access, store it securely and add approval steps for consequential actions. Every action is logged, and keys can be rotated or revoked at any time. Your IT team stays in control throughout.
What can Claude do with Request Tracker (RT)?
Typically Claude can create tickets, search and summarise queues, update request statuses, add comments and help with user and asset records. It can also support knowledge article searches. Exactly what it does depends on the account permissions and the workflow we design with you.
How long does setup take?
Timelines vary with the number of queues, integrations and approval rules involved. A focused workflow can often be tested within a few weeks after the free audit. We confirm a realistic timeline during the audit, once we understand your processes and systems.
Which account or permissions are needed?
In general, you need an RT account with an API key and permissions that match the actions you want Claude to take. We recommend a dedicated service account with only the access required. The exact setup is confirmed during the audit based on your RT configuration.