Support Ticket Triage MCP
Server Configuration
Describes the environment variables required to run the server.
| Name | Required | Description | Default |
|---|---|---|---|
| TRIAGE_DATA_ROOT | No | Root directory for runtime data (default: data/runtime) | |
| TRIAGE_SEED_FILE | No | Path to seed tickets JSON file (default: data/seed/tickets.json) | |
| TRIAGE_MINUTES_SAVED | No | Minutes saved per accepted recommendation (default: 8) | |
| TRIAGE_KNOWLEDGE_ROOT | No | Root directory for knowledge articles (default: data/knowledge) |
Instructions
Guidance the server publishes about itself, which clients place ahead of the tool catalog so the model reads it before choosing anything.
This server publishes no instructions, or was last inspected before Glama recorded them.
Capabilities
Features and capabilities supported by this server
Protocol revision2025-11-25
| Capability | Details |
|---|---|
| tools | {
"listChanged": true
} |
| prompts | {
"listChanged": true
} |
| resources | {
"listChanged": true
} |
Tools
Functions exposed to the LLM to take actions
| Name | Description |
|---|---|
| list_ticketsB | Filter and page through the local support ticket queue. |
| get_ticketA | Read one support ticket by ID. |
| search_knowledgeA | Search local support knowledge and policy articles. |
| find_similar_ticketsA | Find likely duplicate tickets using deterministic text similarity. |
| get_queue_metricsA | Calculate current queue, SLA, recommendation, and savings metrics. |
| get_audit_eventsB | Read all audit events or events for one ticket. |
| submit_triage_recommendationA | Store a local triage proposal without changing the ticket or external systems. |
| approve_triage_recommendationC | Apply only explicitly approved recommendation fields to the ticket. |
| reject_triage_recommendationB | Finalize a local triage proposal as rejected and record feedback. |
Prompts
Interactive templates invoked by user choice
| Name | Description |
|---|---|
| triage_ticket | Prepare a governed recommendation for one ticket. |
| triage_queue | Prepare governed recommendations for a bounded ticket batch. |
| review_escalations | Review tickets that may require security, outage, confidence, or SLA escalation. |
Resources
Contextual data attached and managed by the client
| Name | Description |
|---|---|
| queue-metrics | Current support queue metrics as stable JSON. |
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MCP directory API
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curl -X GET 'https://glama.ai/api/mcp/v1/servers/MatiasLaukka/Support-Ticket-Triage-archive'
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