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Zendesk MCP Server by Fruggr

by fruggr
OverviewSchemaSourceRelated ServersDiscussionsAdmin
TypeScript
Remote

Get Zendesk Ticket

get_ticket
Read-onlyIdempotent

Fetches a Zendesk ticket by ID, including live SLA state, comments, and follower/CC lists, so you know who updates reach.

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 changedv2.24.0
    • changedInput schema / $schema
      Previous value: -"http://json-schema.org/draft-07/schema#"New value: +"https://json-schema.org/draft/2020-12/schema"
  2. 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."
  3. 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."
  4. Changed1 schema field changedv2.3.1
    • addedInput schema / additionalProperties
      Added value: +false
  5. 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 already declare a safe idempotent read, and the description adds substantial context beyond them: SLA is resolved via a scoped search and may be missing for very high-volume requesters or just-updated tickets, follower/CC lists come back empty when the 'CCs and followers' setting is disabled, and the appended comment block is unpaginated and char-limit-truncated. These are non-obvious behavioral traits that materially affect interpreting results.

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?

Front-loaded with the core purpose and then layered with caveats in a single dense paragraph. Every sentence carries real information, though the paragraph is long and the SLA/followers/comment caveats could be visually separated 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?

For a two-parameter read tool with no output schema, the description covers the important gotchas: partial SLA availability, empty follower/CC lists under a setting, truncated comment threads, and sibling redirection. Nothing an agent needs to call and interpret this correctly is missing.

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?

Schema coverage is 100%, so the schema already carries both parameters; the baseline is 3. The description goes slightly beyond by explaining the semantic consequence of include_comments (one unpaginated block, cut at the character limit, first page only) and where to get a ticket_id, adding marginal value over the schema text.

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?

States a specific verb+resource (retrieve a Zendesk ticket by ID) and enumerates the scope: SLA state, comments, followers, email CCs. It distinguishes itself from get_ticket_history and list_ticket_comments explicitly, so an agent can route without opening schemas.

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?

Explicitly names alternatives and the conditions selecting them: use get_ticket_history for change history, list_ticket_comments for paginated threads on long tickets, list_sla_policies for SLA target definitions. When-to-use and when-to-avoid are both present.

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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