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enterprise-mcp-gateway

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Hybrid

listSupportTickets

Query and filter customer support tickets by customer ID and priority to review incident history, check SLA status, and ensure an issue is not already logged before creating a new ticket.

Instructions

Query and filter customer support tickets across the organization - Queries open, in-progress, and resolved support incident tickets across enterprise accounts.

[Usage Guidelines]

  • When to use: Use this tool to check existing service tickets, verify SLA status, review customer incident history, or ensure an issue is not already logged before filing a new ticket.

  • When NOT to use: Do NOT use this tool to open or submit a new ticket; use 'createSupportTicket' instead. Do NOT use to check billing issues; use 'getBillingHistory' instead.

  • Recommended Flow: Call 'listSupportTickets' first to inspect existing tickets for a customer before creating a duplicate with 'createSupportTicket'.

[Behavior]

  • Operation: Read-only and idempotent. Querying tickets produces zero side effects or ticket state modifications.

  • Authorization: Requires 'readonly_agent', 'support_agent', or 'admin' role.

  • DLP / Sanitization: Ticket descriptions containing secrets or credentials are redacted prior to LLM presentation.

[Parameters & Interactions]

  • 'customerId' (query, optional): Restricts ticket query to a single customer ID (e.g., 'cust-001'). If omitted, tickets across all enterprise accounts are queried.

  • 'priority' (query, optional): Filter by ticket urgency level ('low', 'normal', 'high', 'urgent').

  • Parameter Interaction: If both 'customerId' and 'priority' are provided, tickets matching BOTH filters are returned (AND logic).

[Returns]

  • Returns HTTP 200 with JSON array of ticket objects, each containing: ticketId (e.g. 'tick-101'), customerId, subject, description, priority, status ('open', 'in_progress', 'resolved'), and createdAt timestamp.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
priorityNoFilter tickets by urgency level ('low', 'normal', 'high', 'urgent'). When combined with customerId, returns only tickets matching both filters. Leave empty to retrieve tickets of all priority tiers.
customerIdNoOptional filter to retrieve support tickets specifically for a single customer ID (e.g., 'cust-001'). When omitted, tickets across all customer accounts are returned.

Schema Changelog

Changes observed during successful MCP inspections.

  1. Changed2 schema fields changedv1.0.3
    • changedInput schema / properties / customerId / description
      Previous value: -"Optional filter to retrieve support tickets for a specific customer ID (e.g., 'cust-001')."New value: +"Optional filter to retrieve support tickets specifically for a single customer ID (e.g., 'cust-001'). When omitted, tickets across all customer accounts are returned."
    • changedInput schema / properties / priority / description
      Previous value: -"Filter tickets by urgency level ('low', 'normal', 'high', 'urgent')."New value: +"Filter tickets by urgency level ('low', 'normal', 'high', 'urgent'). When combined with customerId, returns only tickets matching both filters. Leave empty to retrieve tickets of all priority tiers."
  2. Changed5 schema fields changedv1.0.1
    • changedInput schema / properties / customerId / description
      Previous value: -""New value: +"Optional filter to retrieve support tickets for a specific customer ID (e.g., 'cust-001')."
    • addedInput schema / properties / customerId / example
      Added value: +"cust-001"
    • changedInput schema / properties / priority / description
      Previous value: -""New value: +"Filter tickets by urgency level ('low', 'normal', 'high', 'urgent')."
    • addedInput schema / properties / priority / enum
      Added value: +[
+  "low",
+  "normal",
+  "high",
+  "urgent"
+]
    • addedInput schema / properties / priority / example
      Added value: +"high"
  3. First observedv1.0.0

TDQS

A4.7/5.0
Behavior5/5

Does the description disclose side effects, auth requirements, rate limits, or destructive behavior?

With no annotations, the description carries the burden, and it fully delivers: states the operation is read-only and idempotent with zero side effects, lists required authorization roles, and discloses DLP redaction of secrets. This is strong behavioral disclosure beyond the schema.

Agents need to know what a tool does to the world before calling it. Descriptions should go beyond structured annotations to explain consequences.

Conciseness5/5

Is the description appropriately sized, front-loaded, and free of redundancy?

The description is long but organized into clear sections (Usage, Behavior, Parameters, Returns), with every section earning its place. The summary line front-loads the core purpose before detail, making it easy for an agent to scan.

Shorter descriptions cost fewer tokens and are easier for agents to parse. Every sentence should earn its place.

Completeness5/5

Given the tool's complexity, does the description cover enough for an agent to succeed on first attempt?

There is no output schema, so the Returns section correctly fills that gap by specifying HTTP 200, a JSON array shape, and all fields including an example ticketId. Combined with usage, behavior, authorization, and parameter coverage, nothing needed to invoke this tool correctly is missing.

Complex tools with many parameters or behaviors need more documentation. Simple tools need less. This dimension scales expectations accordingly.

Parameters3/5

Does the description clarify parameter syntax, constraints, interactions, or defaults beyond what the schema provides?

Schema description coverage is 100%, so the schema already documents both parameters and their filter behavior. The description adds a clear AND-logic note, but this is largely redundant with the priority parameter's schema description, so it does not significantly extend parameter meaning.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose5/5

Does the description clearly state what the tool does and how it differs from similar tools?

The description opens with a specific verb and resource: 'Query and filter customer support tickets across the organization,' and adds scope (statuses, enterprise accounts). This distinguishes it clearly from siblings like listCustomers and createSupportTicket.

Agents choose between tools based on descriptions. A clear purpose with a specific verb and resource helps agents select the right tool.

Usage Guidelines5/5

Does the description explain when to use this tool, when not to, or what alternatives exist?

The description gives explicit when-to-use scenarios, explicit when-not-to-use exclusions with named alternatives ('createSupportTicket', 'getBillingHistory'), and a recommended pre-flight flow to avoid duplicate tickets. This is ideal routing guidance.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

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