Request Tracker (RT) API Documentation

This is the complete API documentation for connecting to the Request Tracker (RT) API using MindCloud's Universal API. If you are new to MindCloud, start with the Introduction to see how one API can sit in front of many different apps.

MindCloud is an integration company that offers one normalized API to access 3,100+ apps from a single place. It cleans up provider-specific quirks, keeps requests and responses consistent, and centralizes authentication so you do not need to manage separate flows for every app. Browse other apps.

Meet Request Tracker (RT): Request Tracker (RT) is Best Practical's ticketing and help desk platform for managing requests, queues, users, groups, and support workflows. Keep reading to get started.

Quickstart

Before you run your first Request Tracker (RT) request, you need three things:

1. A MindCloud account — sign in or create an account at MindCloud.
2. A MindCloud API Key — create one in API Keys. Keep it on your server.
3. At least one Request Tracker (RT) connection — create or choose one in Connections. Note its connectionId.

Every Request Tracker (RT) action uses the same URL pattern:

https://connect.mindcloud.co/v1/universal/requestTrackerRT/latest/actions/{actionSlug}

You need a MindCloud API Key and a Request Tracker (RT) connection. Then call an action such as Get Group:

curl --request GET \
  --url "https://connect.mindcloud.co/v1/universal/requestTrackerRT/latest/actions/get-group" \
  --header "Authorization: Bearer $MINDCLOUD_API_KEY" \
  --get \
  --data-urlencode "connectionId=$CONNECTION_ID"

Every response comes back in the same envelope, with your rows in a data array:

{
  "success": true,
  "data": [
    { "id": "1042", "name": "Ava" }
  ],
  "meta": {}
}

After your first request works, use Shape your requests to control arguments, pagination, filtering, fields, and errors.

Authentication

Authentication has two layers. Your MindCloud API Key authenticates the request to MindCloud, sent as a Bearer token in the Authorization header. The connectionId selects the connected Request Tracker (RT) account that should run the action. MindCloud stores and refreshes the Request Tracker (RT) credentials behind that connection, so you never send provider tokens with your requests.

Pass connectionId in the query string for GET and DELETE actions, and in the JSON body for POST, PUT, and PATCH actions. Keep your MindCloud API Key on your server; do not ship it in browser code, mobile apps, public repositories, or logs.

Request Tracker (RT) actions

All 24 published actions for this Request Tracker (RT) version. Each page documents the endpoint, arguments, and response controls.

• PUTComment on Ticket
• PUTCorrespond on Ticket
• POSTCreate Queue
• POSTCreate Ticket
• POSTCreate User
• GETGet Group
• GETGet Group Members
• GETGet Queue
• GETGet Ticket
• GETGet Ticket Attachments
• GETGet Ticket History
• GETGet User
• GETGet User Groups
• GETList Queues
• GETSearch Groups
• GETSearch Queues
• GETSearch Tickets
• GETSearch Users
• PUTSteal Ticket
• PUTTake Ticket
• PUTUntake Ticket
• PUTUpdate Queue
• PUTUpdate Ticket
• PUTUpdate User

Related apps

More Support apps on the Universal API, behind the same REST shape. Or browse all apps.

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