Zendesk MCP Server

MCP server for Zendesk support ticket management and automation.

Features

• get_ticket - Get ticket with full history
• get_tickets - Search and list tickets
• search_kb - Search Knowledge Base
• respond_ticket - Send response (with confirmation)
• classify_ticket - Add tags/priority
• escalate_ticket - Escalate to higher tier (with confirmation)

Installation

npm install
cp .env.example .env

Configuration

Edit .env:

# AI Integration API
API_URL=wss://api.ai-integration.com
API_TOKEN=sk_live_your_token_here

# Zendesk credentials
ZENDESK_SUBDOMAIN=yourcompany
[email protected]
ZENDESK_API_TOKEN=your_zendesk_api_token

To get a Zendesk API token:

1. Go to Admin > Channels > API
2. Enable Token Access
3. Create new token

Usage

Development

npm run dev

Production

npm run build
npm start

Docker

docker build -t mcp-zendesk .
docker run --env-file .env mcp-zendesk

Tools Reference

get_ticket

Get a single ticket with full comment history.

Parameters: | Name | Type | Required | Description | |------|------|----------|-------------| | ticketId | number | Yes | The ticket ID |

Example:

{
  "name": "get_ticket",
  "arguments": {
    "ticketId": 12345
  }
}

get_tickets

Search and list tickets with filters.

Parameters: | Name | Type | Description | |------|------|-------------| | status | string | Filter: new, open, pending, hold, solved | | priority | string | Filter: low, normal, high, urgent | | limit | number | Max results (default: 25) |

Example:

{
  "name": "get_tickets",
  "arguments": {
    "status": "open",
    "priority": "high",
    "limit": 10
  }
}

search_kb

Search the Knowledge Base for relevant articles.

Parameters: | Name | Type | Required | Description | |------|------|----------|-------------| | query | string | Yes | Search query | | limit | number | No | Max results (default: 10) |

Example:

{
  "name": "search_kb",
  "arguments": {
    "query": "password reset",
    "limit": 5
  }
}

respond_ticket

Send a response to a ticket. Requires confirmation.

Parameters: | Name | Type | Required | Description | |------|------|----------|-------------| | ticketId | number | Yes | The ticket ID | | body | string | Yes | Response message | | public | boolean | No | Visible to requester (default: true) | | status | string | No | New status: open, pending, solved | | confirmed | boolean | Yes | Must be true to send |

Example:

{
  "name": "respond_ticket",
  "arguments": {
    "ticketId": 12345,
    "body": "Thank you for contacting us...",
    "status": "pending",
    "confirmed": true
  }
}

classify_ticket

Classify a ticket by adding tags or changing priority.

Parameters: | Name | Type | Required | Description | |------|------|----------|-------------| | ticketId | number | Yes | The ticket ID | | tags | array | No | Tags to add | | priority | string | No | New priority | | groupId | number | No | Assign to group |

escalate_ticket

Escalate a ticket to a higher-tier support group. Requires confirmation.

Parameters: | Name | Type | Required | Description | |------|------|----------|-------------| | ticketId | number | Yes | The ticket ID | | groupId | number | Yes | Target group ID | | note | string | No | Internal escalation note | | confirmed | boolean | Yes | Must be true to escalate |

API Permissions

Required Zendesk API permissions:

• Tickets: read, write
• Users: read
• Search: read
• Help Center: read (for KB search)

Testing

npm test

License

MIT