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Zendesk MCP Server by Fruggr

by fruggr
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TypeScript
Remote

Get Zendesk Ticket

get_ticket
Read-onlyIdempotent

Retrieve a Zendesk ticket by ID to see its current details, live SLA state, followers, and email CCs. Optionally include the full comment thread.

Instructions

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. It also lists the followers and email CCs on the ticket, resolved to names, which is how you tell who a ticket update actually reaches: followers are notified of updates including internal notes, email CCs take part in the public correspondence, and being the requester makes someone neither. Both lists come back empty on an account where the "CCs and followers" setting is not enabled in Zendesk. 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. The comment thread is appended in one block — the first page of comments Zendesk returns, cut past the response character limit — so on a long ticket read it with list_ticket_comments, which pages the comments and returns the newest first.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
ticket_idYesTicket ID — the numeric id of the ticket to fetch. Obtain it from search_tickets or list_tickets.
include_commentsNoWhen true, appends the full public comment and internal note thread to the response. Defaults to false to keep the payload small; enable it when you need the conversation, not just the ticket fields. On a long thread prefer list_ticket_comments — this flag appends one unpaginated block, so comments past Zendesk's first page are absent and the rest is cut at the response character limit.

Schema Changelog

Changes observed during successful MCP inspections.

  1. Changed1 schema field changedv2.20.0
    • changedInput schema / properties / include_comments / description
      Previous value: -"When true, appends the full public comment and internal note thread to the response. Defaults to false to keep the payload small; enable it when you need the conversation, not just the ticket fields."New value: +"When true, appends the full public comment and internal note thread to the response. Defaults to false to keep the payload small; enable it when you need the conversation, not just the ticket fields. On a long thread prefer list_ticket_comments — this flag appends one unpaginated block, so comments past Zendesk's first page are absent and the rest is cut at the response character limit."
  2. Changed2 schema fields changedv2.6.0
    • changedInput schema / properties / include_comments / description
      Previous value: -"Include ticket comments"New value: +"When true, appends the full public comment and internal note thread to the response. Defaults to false to keep the payload small; enable it when you need the conversation, not just the ticket fields."
    • changedInput schema / properties / ticket_id / description
      Previous value: -"Ticket ID"New value: +"Ticket ID — the numeric id of the ticket to fetch. Obtain it from search_tickets or list_tickets."
  3. Changed1 schema field changedv2.3.1
    • addedInput schema / additionalProperties
      Added value: +false
  4. First observedv1.7.0

TDQS

A4.8/5.0
Behavior5/5

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

Annotations declare readOnlyHint, idempotentHint, and destructiveHint=false, and the description adds substantial behavior beyond that: the SLA block is resolved via a scoped search and may be absent for high-volume requesters, comments are appended unpaginated and cut at a character limit, and follower/CC lists can be empty when the Zendesk setting is disabled. These are exactly the non-obvious behavioral details an agent needs.

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

Conciseness4/5

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

The description is long, but each sentence carries caveats that materially affect tool invocation, such as SLA absence, comment truncation, and follower/CC semantics. It is dense rather than padded, though its length could benefit from clearer paragraph separation or bullet-style structure for faster scanning.

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?

With no output schema, the description takes on the burden of explaining return contents and it does so thoroughly: ticket fields, SLA state, comments, followers/CCs, and conditions under which values are absent. It also covers boundaries relative to sibling tools, making it complete for an agent deciding to call and interpret this tool.

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

Parameters4/5

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

Input schema coverage is 100%, with clear descriptions for both ticket_id and include_comments. The description adds extra semantic value by explaining the consequences of include_comments, such as the unpaginated block and truncation risk, and by linking ticket_id to search_tickets/list_tickets for discovery, so it exceeds the baseline schema-only documentation.

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: 'Retrieve a Zendesk ticket by ID', then itemizes the returned fields (subject, status, priority, assignee, tags, description). It clearly distinguishes itself from siblings like get_ticket_history and list_ticket_comments by positioning this as the current-state retrieval tool.

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?

Explicit routing guidance is provided: use list_ticket_comments for long threads, use get_ticket_history for historical changes, and use list_sla_policies for SLA targets and policy conditions. It also explains when the SLA block may be absent and how followers/CCs determine who sees updates.

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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