--- id: "integration-12092" type: "integration" lang: "en" title: "RT (Request Tracker) Integration: Tickets from Chat - RT in Binom" url: "https://binomai.com/integrations/rt-request-tracker-integration/" translation_group: "integration-11673" translations: ru: url: "https://binomai.com/ru/integrations/rt-request-tracker-integration/" markdown: "https://binomai.com/ai/ru/integrations/rt-request-tracker-integration.md" uk: url: "https://binomai.com/ua/integrations/rt-request-tracker-integration/" markdown: "https://binomai.com/ai/ua/integrations/rt-request-tracker-integration.md" categories: ["customer support"] published: "2026-10-21T12:45:49Z" updated: "2026-10-21T12:45:49Z" --- # RT (Request Tracker) Integration: Tickets from Chat - RT in Binom *Updated: 21.10.2026, 12:45 UTC* The RT (Request Tracker) integration connects your AI employee with your ticket system: Binom creates a ticket in the right queue, reports its status, replies in it, and leaves an internal comment. RT (Request Tracker) is available on request in the Binom dashboard: Integrations → More integrations → RT (Request Tracker). ## What Binom can do in RT (Request Tracker) Here, Binom refers to your AI employee. Once RT (Request Tracker) is connected, it calls the service's actions when a conversation needs that data. You decide which actions it can use. In the dashboard, each action is labeled: **read** (Binom only views data), **write**, or **delete** (Binom changes or deletes data in RT (Request Tracker)). | Section | What Binom can view | What Binom can change | | --- | --- | --- | | Tickets | Tickets, search, history | Create, edit, reply, comment, assign | | Queues | Queues and their fields | Create a queue | | Attachments | Ticket attachments | No | | Users | Users | No | ## Can a chatbot create a ticket in RT? Yes. Binom selects a queue ("List Queues") and creates a ticket ("Create Ticket") using the description from the conversation. ## Status, reply, and comment Binom finds a ticket ("Get Ticket"), tells the status, replies to the requester ("Reply To Ticket"), or leaves an internal comment for the team ("Comment On Ticket"). ## What access you will need Connection method: API token. You need RT version 5.0 or later and the address of your RT instance. Details for each method are shown in the "Authentication" block on the RT (Request Tracker) page in the dashboard. ## How to get the RT (Request Tracker) integration RT (Request Tracker) is connected on request: first, the Binom team sets up the integration for your account. The general catalog rules are described in the instructions on [how to connect a service from "More integrations"](https://binomai.com/faq/connect-service-to-chatbot/). 1. Open [Integrations → More integrations](https://app.binomai.com/cabinet/binom/integrations?tab=14), enter "RT (Request Tracker)" in the "Search integrations" field, and open the RT (Request Tracker) card. 2. On the "RT (Request Tracker) integration for assistant" page, you will see the message "Integration is available on request. Request it now, and we will set it up for you as a priority." The assistant here is your Binom. The "Authentication" block shows what access you will need, and the "Actions" list shows everything Binom can do in RT (Request Tracker). 3. Click "Request integration". The message "Request sent. You will receive a notification when the integration is available." appears, and the button changes to "Requested". 4. A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the RT (Request Tracker) page. 5. Click "Connect," complete the steps in the "Connecting RT (Request Tracker)" window, and click "Done". After "Connecting...", the status will change to "Connected". If the message "Confirmation has not arrived yet. The connection may still complete; check again in a minute." appears, click "Check again". ## How to choose what Binom can do in RT (Request Tracker) A connected integration does nothing until you allow actions. The dashboard states this directly: "Select the actions the assistant can call. While nothing is selected, it has no access to any of them." 1. On the RT (Request Tracker) page, tick the actions you need in the Actions list. The Filter actions field helps you find them by name. The counter shows how many are selected. 2. Check the "Ask before changing data" toggle. It is on by default: before any action that writes or deletes data, Binom will describe what it intends to do and wait for your reply. 3. Click "Save". The message "Allowed actions saved" confirms the changes. To start, "List Queues", "Search Tickets", "Create Ticket" and "Comment On Ticket" are enough. Add the update and delete actions when you are ready to let Binom make changes in RT (Request Tracker). ## How to check that the integration works - Start a new conversation with your Binom, for example through a [public chat link](https://binomai.com/faq/public-chat-link/), and describe a test issue. Check the ticket in RT. ## Possible problems ### Binom does not use RT (Request Tracker) data in its answers **What to check:** the RT (Request Tracker) status is "Connected" and the needed actions are ticked (for example "Search Tickets"). **What to do:** tick the actions and click "Save". **How to tell it is resolved:** the "Allowed actions saved" message appears, and in a new conversation Binom answers using RT (Request Tracker) data. ### "Couldn't save the request. Please try again." **What to do:** click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (RT (Request Tracker)). **How to tell it is resolved:** the button shows "Requested". ### "Integration is temporarily unavailable - your request has been saved." Nothing else is needed: the request is saved, and you will receive a notification when RT (Request Tracker) can be connected. ### "Reconnection required" **What it means:** "The service no longer accepts saved access, so the assistant does not use it." **What to do:** open the RT (Request Tracker) page in [More integrations](https://app.binomai.com/cabinet/binom/integrations?tab=14), click "Reconnect", and go through the connection window again. **How to tell it is resolved:** the status is "Connected". ### "Couldn't start the connection. Please try again." **What to do:** click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (RT (Request Tracker)) and a screenshot of the message. **How to tell it is resolved:** the "RT (Request Tracker) connection" window opens. ### "On a paid plan" instead of the connect button The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." For what each plan includes, see the [plans and subscription pricing](https://app.binomai.com/plans) page, and for how to change your plan, see the guide [how to change or upgrade your plan](https://binomai.com/faq/change-subscription-plan/). After changing your plan, return to [More integrations](https://app.binomai.com/cabinet/binom/integrations?tab=14) and open RT (Request Tracker) again. ### "You do not have permission to manage this section." **What this means:** only users with the Owner or Admin access level can manage integrations. **What to do:** ask the account owner to give you the Admin access level, or connect RT (Request Tracker) yourself. More details: [access levels in a team](https://binomai.com/faq/kak-raspredelit-obyazannosti-v-komande-s-pomoshhyu-pyati-urovnej-dostupa-owner-admin-editor-operator-viewer/). **How to tell it's resolved:** after you refresh the page, the integration settings open. If the problem isn't resolved, write to support@binomai.com or send "I want to talk to a human" in the chat with [Binom Tutor](https://app.binomai.com/cabinet/binom/binom-tutor-stream). Include the name of the Binom, the integration, and attach a screenshot of the message. ## How to disconnect RT (Request Tracker) On the RT (Request Tracker) page, click "Disconnect". The "Disconnect RT (Request Tracker)?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the access details again." Confirm, and "Integration disconnected" will appear. ## Other common questions ### Do I need a developer to integrate RT (Request Tracker)? No. You request RT (Request Tracker) in the [Integrations → More integrations](https://app.binomai.com/cabinet/binom/integrations?tab=14) section, the Binom team sets up the integration, and then you connect your account yourself and choose the actions. ## What's next - [Wrangle integration](https://binomai.com/integrations/wrangle-slack-integration/) - [What a ticket is in Binom](https://binomai.com/faq/helpdesk-tickets/)