Zendesk API MCP Server

Implementation Reference

• src/tools/tickets.js:172-222 (handler)

  The primary handler function implementing the 'update_ticket' tool logic. It prepares the ticket update data (conditionally including fields and ensuring internal comments) and calls the zendeskClient to perform the update.

  handler: async ({
    id,
    subject,
    comment,
    priority,
    status,
    assignee_id,
    group_id,
    type,
    tags,
  }) => {
    try {
      const ticketData = {};
  
      if (subject !== undefined) ticketData.subject = subject;
      if (comment !== undefined) {
        ticketData.comment = {
          body: comment,
          public: false, // Always internal
        };
      }
      if (priority !== undefined) ticketData.priority = priority;
      if (status !== undefined) ticketData.status = status;
      if (assignee_id !== undefined) ticketData.assignee_id = assignee_id;
      if (group_id !== undefined) ticketData.group_id = group_id;
      if (type !== undefined) ticketData.type = type;
      if (tags !== undefined) ticketData.tags = tags;
  
      const result = await zendeskClient.updateTicket(id, ticketData);
  
      return {
        content: [
          {
            type: "text",
            text: `Ticket updated successfully!\n\n${JSON.stringify(
              result,
              null,
              2
            )}`,
          },
        ],
      };
    } catch (error) {
      return {
        content: [
          { type: "text", text: `Error updating ticket: ${error.message}` },
        ],
        isError: true,
      };
    }
  },

• src/tools/tickets.js:143-171 (schema)

  Zod schema defining the input parameters and validation for the 'update_ticket' tool.

  schema: {
    id: z.number().describe("Ticket ID to update"),
    subject: z.string().optional().describe("Updated ticket subject"),
    comment: z
      .string()
      .optional()
      .describe("Internal (non-public) comment to add"),
    priority: z
      .enum(["urgent", "high", "normal", "low"])
      .optional()
      .describe("Updated ticket priority"),
    status: z
      .enum(["new", "open", "pending", "hold", "solved", "closed"])
      .optional()
      .describe("Updated ticket status"),
    assignee_id: z
      .number()
      .optional()
      .describe("User ID of the new assignee"),
    group_id: z.number().optional().describe("New group ID for the ticket"),
    type: z
      .enum(["problem", "incident", "question", "task"])
      .optional()
      .describe("Updated ticket type"),
    tags: z
      .array(z.string())
      .optional()
      .describe("Updated tags for the ticket"),
  },

• src/server.js:47-52 (registration)

  The registration loop that adds the 'update_ticket' tool (included in allTools via ticketsTools) to the MCP server using server.tool().

  // Register each tool with the server
  allTools.forEach((tool) => {
    server.tool(tool.name, tool.schema, tool.handler, {
      description: tool.description,
    });
  });

• src/zendesk-client.js:89-94 (helper)

  Supporting helper method in ZendeskClient that performs the actual API PUT request to update a ticket.

  async updateTicket(id, data) {
    return this.request("PUT", `/tickets/${id}.json`, {
      ticket: data,
      public: false,
    });
  }