Retrieve a Zendesk ticket by ID, including its live SLA state (per-metric stage and breach countdown) when an SLA policy applies, plus its comments if requested. Returns ticket details (subject, status, priority, assignee, tags, description) and optionally all comments/internal notes. The per-ticket Show endpoint exposes no SLA, so the SLA block is resolved via a scoped search and may be absent for a very high-volume requester or a just-updated ticket; SLA targets and policy conditions live in list_sla_policies. This returns the ticket as it stands now; for the history of changes behind that state (who changed what, and when), use get_ticket_history.

Read a ticket's change history — its audit trail — as a chronological, oldest-first timeline of who changed what and when. Each entry shows the actor (name and id) and the channel, then the field changes that update carried (status, priority, assignee, group, tags, custom fields) as before → after, with assignee/requester/group ids resolved to names. Comments appear as one-line presence markers (public comment vs internal note added), not their text — fetch the bodies with get_ticket(include_comments=true). Purely system-generated notification events (trigger emails, collaborator/CC notifications, pushes) are filtered out — note this filters notification delivery, not CC-list edits, which are shown as changes — and an update carrying only such events produces no entry, so the timeline stays a readable narrative rather than a raw log. Use it to answer "what happened on this ticket?", "why was it reassigned?" or "when did it go to pending?", reading oldest-first so the founding context is not missed. Read-only, and cursor-paginated oldest-first: pass the returned cursor to page a long-lived ticket toward its most recent changes.

Retrieve ticket attachments. Images are embedded inline; other files are listed as text references.

Search tickets using Zendesk query syntax, returning each result with its live SLA state (per-metric stage and breach countdown) when an SLA policy applies. Examples: "status:open assignee:me", "priority:urgent ticket_type:incident". Returns total count, so queue triage like "breaching today" works without a per-ticket fetch.

Create a new Zendesk support ticket with subject, description, and optional priority/type/assignee/tags. The description becomes the first public comment of the ticket, and the new ticket id is returned. After creation, use update_ticket to change status or assignee, add_public_comment or add_private_note to reply, and manage_tags to adjust tags. Look up valid assignee_id / group_id and custom field ids via search_users or your Zendesk admin settings. Discover custom field ids and their accepted option values with list_ticket_fields.

Update an existing ticket (status, priority, type, assignee, group, subject, tags, custom fields). Only the fields you pass are changed, and the updated ticket is returned. Setting tags here replaces the whole tag set — use manage_tags to add or remove individual tags without overwriting the rest. This tool does not post replies: use add_public_comment or add_private_note for that. Find the ticket id via search_tickets or list_tickets.

Add an internal note (not visible to requester) to a ticket, optionally with file attachments (uploaded via the Zendesk Uploads API and carried on the note). The note is appended to the ticket thread; use add_public_comment instead when the reply should be visible to the requester.

Add a public comment (visible to requester) to a ticket, optionally with file attachments (uploaded via the Zendesk Uploads API and carried on the comment). The comment is appended to the ticket thread and emails the requester; use add_private_note instead for an internal, agent-only note.

List tickets with cursor-based pagination, in Zendesk's default order (ascending ticket id), not by recency. Page size is controlled by page_size (not per_page, which is the offset-based parameter used by search_tickets); paginate by passing the returned cursor. To find tickets by recency or any other criterion, use search_tickets with a query.

Get all incident tickets linked to a problem ticket. Returns the list of incidents that reference the given problem (Zendesk problem/incident relationship); useful to gauge a problem's blast radius before resolving it.

Add or remove tags on a ticket. Performs an incremental read-modify-write: it fetches the ticket's current tags, adds those in add and deletes those in remove, then saves the merged set — tags you don't list are left untouched and duplicates are collapsed. Adding a tag already present, or removing one that is absent, is a no-op (idempotent). Returns the ticket's full tag set after the update. Use this for incremental tag edits; to overwrite the entire tag set at once, or to change tags alongside other fields, use update_ticket instead. Find the ticket id via search_tickets or list_tickets.

List the configured SLA policies with their filter conditions and per-priority reply/resolution targets. Use this to explain why a given target applies to a ticket and to reconstruct deadlines deterministically instead of hard-coding the policy matrix. Requires an admin token (or a custom role granted the SLA-management permission); a standard agent token gets 403 here, though it can still read live per-ticket SLA via get_ticket / search_tickets.

List the ticket field definitions configured on this Zendesk (both system fields and custom fields), returning each field's id, type, whether it is active/required, and — for dropdown and multiselect fields — the valid option values. Use this to discover the numeric field ids and accepted option tags that create_ticket and update_ticket expect in their custom_fields argument, so a natural-language intent ("set severity to High") maps to the right id and a value Zendesk will accept instead of a blind guess. Read-only reference lookup; cursor-paginated in Zendesk's default field order.

List the agent's active Zendesk views — the saved ticket queues ("Unassigned tickets", "My open tickets", "Breaching today") the agent sees in the Zendesk UI — each with its current ticket count so you can tell at a glance where the workload sits. Views are per-agent scoped, so per-user auth returns exactly the queues this agent can see, with no shared key. Counts come from Zendesk's cache and can lag by up to about an hour (shown as "(count updating)" while a fresh value is still being computed); pass a view's title or id to get_view_tickets to read the tickets inside it.

Read the tickets inside a Zendesk view, in the view's own configured sort order — the same order the agent sees in the Zendesk UI — which is the natural way to work a named queue like "Unassigned tickets" or "Breaching today". Accepts the view by title or by numeric id (discover both with list_views); a title is matched case-insensitively against the agent's active views, and on no match the available titles are returned so you can retry in one step. Tickets come back with the same fields as list_tickets and are cursor-paginated; there is no live SLA block here (use search_tickets when you need per-ticket SLA state), and sort_by/sort_order override the view's order when you want a different cut.

List the active macros available to the authenticated user. A macro bundles a canned reply and/or a set of field changes (status, priority, assignee, group, tags, custom fields) an agent applies to a ticket in one gesture; this returns each macro id, title, description, availability scope, and its ordered list of actions, offset-paginated. Results are scoped by per-user OAuth to what the current user can see, so no shared admin key is needed. Pass a macro id from here to preview_macro_diff to preview its effect on a specific ticket.

Preview the exact changes a macro would make to a specific ticket, as a before → after diff, WITHOUT saving anything. Orchestrates two reads — the ticket's current state and Zendesk's macro-apply preview (which returns the whole resulting ticket) — and returns only the fields the macro actually changes (status, priority, assignee, group, tags, custom fields) plus the canned reply with its public/internal flag; unchanged and identity fields are omitted. Nothing is committed: to apply it, follow up with update_ticket for the field changes and add_public_comment or add_private_note for the reply. This deliberate two-step keeps the mutation explicit and reviewable rather than hidden. Find macro ids via list_macros and the ticket id via search_tickets or list_tickets.

Search across tickets, users, and organizations. Supports filters like "type:ticket status:open", "type:user role:agent". Returns total count and paginated results (100 per page). Organization results include name and ID only — use get_organization for full details (tags, domains, details).

Full-text search across Help Center articles (metadata only, no body). Use get_article for full content. Supports locale filtering. Returns total count.

Retrieve an article by ID with full body content. For large articles, prefer get_article_outline + get_article_section to save tokens. Optionally specify locale for a translated version. Returns body (HTML), metadata, source_locale, and list of available translations.

List all Help Center categories. Categories are the top level of the Guide hierarchy (category → section → article); each entry includes its id, name and locale. Results are cursor-paginated. Pair a returned category id with list_sections to drill down, then list_articles to reach articles. Pass a locale to read category names in that translation.

List Help Center sections. Sections are the middle level of the Guide hierarchy (category → section → article) and group related articles; each entry includes its id, name, category_id and locale. Results are cursor-paginated. Pass category_id to list only one category's sections (ids come from list_categories), then use a section id with list_articles. Pass a locale to read section names in that translation.

List articles (metadata only, no body). Use get_article for full content. Optionally filter by section ID and locale. Supports sort_by ("title", "created_at", "updated_at") and include_translations: true to show available translation locales per article. Note: include_translations must be re-sent on each paginated request.

List all available translations for an article (metadata only, no body: locale, title, draft, updated_at). Use get_article with locale for full translated content.

Create a translation for an existing article in a specific locale. The article must already exist (create it with create_article); this adds a new localized version and returns the created translation (locale, title, draft state). The target locale must not already have a translation — use update_article_translation to modify an existing one, and list_article_translations to see which locales exist. Provide the full HTML body.

Update article content (title, body) in a specific locale. For targeted edits on one or a few sections, prefer update_article_section — this tool replaces the FULL body and re-sends the entire article on each write. Use the article's source_locale (from get_article) for the default language, or another locale for translations.

List all Guide permission groups. Use this to find the permission_group_id required when creating articles.

Create a new article in a section and return the created article with its id. The locale becomes the article's source_locale. Requires a permission_group_id (use list_permission_groups to find available IDs). To add content in other locales afterwards, use create_article_translation.

Update article metadata only (draft, promoted, labels, tags, visibility, section, sort position, etc.) and return the updated article. Does NOT update content (title, body) — use update_article_translation for that.

Reorder an article within its current section by moving it relative to its siblings (top, bottom, or before/after another article), and return whether the new order was applied. This is the reliable way to satisfy "put this article first/last" requests: it writes the minimal set of article positions needed to make the order deterministic, because Zendesk leaves newly created articles tied at position 0 where a plain position update is silently ambiguous. It does NOT move the article to a different section — use update_article with section_id for that. Zendesk exposes no way to read whether a section is manually or automatically sorted, so when the section is sorted automatically (by date or alphabetically) the position writes are ignored; this tool detects that after the fact and returns guidance to switch the section to manual ordering in Guide. A move may reposition several neighbouring articles; when that count exceeds a configurable safety threshold the call is refused unless confirm is set to true.

Archive (soft-delete) a Help Center article: it is removed from the Help Center but can be restored from the Guide admin UI. Returns a confirmation message; the article and all its translations become invisible to end users. This is the only removal the Zendesk API offers — permanent deletion is not available via the API (do it from the Guide admin UI). To only hide an article temporarily while keeping it in the knowledge base, use update_article with draft: true (unpublish) instead. Guarded by a required confirm flag.

List Guide content tags, which are end-user-visible labels that help readers find related articles. Results are cursor-paginated (follow the returned cursor to enumerate the full list) and sorted by name by default. Pass name_prefix to look a tag up by the start of its name — do this before create_content_tag to reuse an existing tag rather than fragment the taxonomy. For internal, non-end-user search labels, see list_labels instead.

Create a new content tag for Guide articles. Content tags are end-user visible labels that help readers discover related articles; this returns the created tag with its id. Check list_content_tags first (filter by name_prefix) to avoid duplicates, then attach the new id via the content_tag_ids parameter of create_article or update_article. For internal search-ranking labels that are not shown to end users, use article labels (list_labels) instead.

List all article labels. Labels improve Help Center search ranking and are not visible to end users.

List all user segments. User segments control article visibility (who can view). Use the ID when creating or updating articles.

List all attachments for an article. Returns attachment metadata only (id, file name, content type, size, URL), not the file bytes; both inline and block attachments are included. This is for Help Center articles — for attachments on support tickets use get_ticket_attachments instead. Upload new files with create_article_attachment.

Return a compact outline of an article (list of sections delimited by h1/h2/h3, with word counts) for the given locale (defaults to source_locale). Includes available translations with their outdated status. Use get_article_section to fetch a specific section.

Retrieve the content of a single section of an article in a given locale. Use get_article_outline first to discover section indexes. Default format="html" for round-trip safety. Pass format="markdown" only for human review — the Markdown representation is lossy on some structures ( with , tables with multi- cells are kept as raw HTML to limit the damage, but do not round-trip markdown content back through update_article_section).

Replace the content of a single section of an article in a given locale, keeping the rest of the body intact. The server fetches the current body, replaces the targeted section, and PUTs the full reconstructed body via the Translations API. Default format="html" for fidelity. Use format="markdown" only when you control the input and know it does not rely on structures that round-trip poorly (code blocks with line breaks, tables with multi-paragraph cells). The section heading is preserved and is NOT part of the replaced content.

Compare two locales of the same article to decide whether the target translation needs work, reporting independent signals instead of one ambiguous verdict. (1) Header — a "Freshness" verdict for the target, derived from the two translations' updated_at timestamps: if the source was edited after the target it is "likely behind, review recommended" (with the day gap), otherwise "up to date". This is the primary staleness signal and is always available. (2) Zendesk's own per-translation "outdated" flag for the target ("yes"/"no"/"unknown"), shown as a secondary overlay: it is only set through Guide's native "mark out of date" workflow and NOT by API edits, so a "no" does not by itself mean current — prefer Freshness. (3) A global structure check (section count and heading-tag sequence); on mismatch the header warns the per-index rows may be misaligned. (4) A per-section table matched by index, status "ok" (present in both), "missing" (present in source, absent in target) or "extra" (present in target, absent in source). (5) Per-section source/target word counts, INFORMATIONAL ONLY: a length difference between languages is normal and is deliberately NOT flagged as a divergence — do not read a word-count gap as an edit regression or staleness. Read-only; performs three Help Center GET calls (both translations plus the translations list for the outdated flag).

Upload a file to a Help Center article and return the created attachment (its id, file name, content type, size and content URL). Not idempotent: calling it again uploads another copy rather than replacing the previous one. This is for article assets — for files on support tickets use get_ticket_attachments, and to see an article's existing attachments use list_article_attachments.

Get the currently authenticated Zendesk user. Useful to verify identity and permissions.

Search for users by name, email, or other criteria using Zendesk search query syntax. Returns total count.

Retrieve a single user by their numeric id. Returns the full user record (name, email, role, organization, tags). Use search_users when you only have a name or email, or get_current_user for the authenticated identity.

Retrieve a single organization by its numeric id. Returns full details (name, tags, domains, notes) — more than the name/id that search or list_organizations surface. Use list_organizations to browse or search for a name-based lookup.

List all organizations with pagination. Returns the name and id of each organization plus basic fields; results are cursor-paginated. Use get_organization with an id for full details (tags, domains, notes), or search for query-based lookups by name. Organizations group end users and can be referenced when creating or filtering tickets.