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Zendesk MCP Server by Fruggr

Zendesk MCP Server by Fruggr

by fruggr
OverviewSchemaSourceRelated ServersDiscussionsAdmin
TypeScript
Remote

Search Zendesk Tickets

search_tickets
Read-onlyIdempotent

Search Zendesk tickets using query syntax and return live SLA state with breach countdown and urgency to triage queues without fetching each ticket.

Instructions

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. When the operator turned SLA push on, each SLA block also carries an Urgency line (BREACHED, CRITICAL or WARNING) against the caller's alert thresholds. Each ticket's description is cut to a 200-character excerpt; get_ticket returns it in full.

Input Schema

NameRequiredDescriptionDefault
pageNo1-based page number for offset pagination. Increment it while keeping `per_page` fixed to fetch subsequent pages; page 1 is the first page.
queryYesZendesk ticket search query — field filters like "status:open", "assignee:me", "priority:urgent ticket_type:incident", combined with free text. A "type:ticket" scope is added automatically, so filter the ticket kind with ticket_type: (e.g. ticket_type:incident), never type: (which the API rejects here). "me" is a value of the user keywords only (assignee:, requester:, submitter:); group:me is read as your group when you belong to exactly one, else the call fails naming your groups, so use group:<id>.
per_pageNoNumber of results per page for offset pagination (1-100). Pair with `page` to walk large result sets; the response header reports the total count and whether more pages remain.

Schema Changelog

Changes observed during successful MCP inspections.

  1. Changed1 schema field changedv3.6.0
    • changedInput schema / properties / query / description
      Previous value: -"Zendesk ticket search query — field filters like \"status:open\", \"assignee:me\", \"priority:urgent ticket_type:incident\", combined with free text. A \"type:ticket\" scope is added automatically, so filter the ticket kind with ticket_type: (e.g. ticket_type:incident), never type: (which the API rejects here)."New value: +"Zendesk ticket search query — field filters like \"status:open\", \"assignee:me\", \"priority:urgent ticket_type:incident\", combined with free text. A \"type:ticket\" scope is added automatically, so filter the ticket kind with ticket_type: (e.g. ticket_type:incident), never type: (which the API rejects here). \"me\" is a value of the user keywords only (assignee:, requester:, submitter:); group:me is read as your group when you belong to exactly one, else the call fails naming your groups, so use group:<id>."
  2. Changed1 schema field changedv3.5.2
    • changedInput schema / properties / per_page / default
      Previous value: -100New value: +25
  3. 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"
  4. Changed3 schema fields changedv2.6.0
    • changedInput schema / properties / page / description
      Previous value: -"Page number"New value: +"1-based page number for offset pagination. Increment it while keeping `per_page` fixed to fetch subsequent pages; page 1 is the first page."
    • changedInput schema / properties / per_page / description
      Previous value: -"Results per page"New value: +"Number of results per page for offset pagination (1-100). Pair with `page` to walk large result sets; the response header reports the total count and whether more pages remain."
    • changedInput schema / properties / query / description
      Previous value: -"Zendesk search query string"New value: +"Zendesk ticket search query — field filters like \"status:open\", \"assignee:me\", \"priority:urgent ticket_type:incident\", combined with free text. A \"type:ticket\" scope is added automatically, so filter the ticket kind with ticket_type: (e.g. ticket_type:incident), never type: (which the API rejects here)."
  5. Changed1 schema field changedv2.3.1
    • addedInput schema / additionalProperties
      Added value: +false
  6. First observedv1.7.0

TDQS

A4.4/5.0
Behavior5/5

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

Annotations already cover safety (readOnly, idempotent, non-destructive), and the description adds substantial behavioral context beyond them: SLA blocks appear only when a policy applies, an Urgency line appears only when the operator enabled SLA push, and ticket descriptions are truncated to 200 characters. Those conditional and lossy behaviors are exactly what an agent could otherwise misread.

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 action and output shape, and every sentence carries information (examples, count for triage, Urgency line, truncation). Slightly dense — the Urgency-line sentence is niche and could be tightened — but nothing is redundant.

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 carries the return-value burden and does so: total count, per-metric SLA stage and breach countdown, optional Urgency classification, and the 200-character description excerpt with a pointer to get_ticket. Pagination is handled by the schema, so nothing an agent needs is missing.

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

Parameters3/5

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

Schema description coverage is 100% and the schema already documents query syntax, the auto-added type:ticket scope, group:me handling, and pagination pairing. The description's example queries largely restate what the schema shows, adding no new parameter meaning beyond the schema. Baseline 3 is appropriate.

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 and resource (search tickets) plus the query dialect (Zendesk query syntax) and the distinctive enrichment it returns (live SLA state per metric). This clearly separates it from list_tickets (unfiltered listing) and get_ticket (single full record), which the description names explicitly.

Agents choose between tools based on descriptions. A clear purpose with a specific verb and resource helps agents select the right tool.

Usage Guidelines4/5

Does the description explain when to use this tool, when not to, or what alternatives exist?

Concrete example queries and the 'queue triage like breaching today' scenario tell the agent exactly when this tool shines, and the closing note routes full-description needs to get_ticket. It stops short of explicit exclusions (e.g. when to prefer list_tickets or list_views instead), so not quite a 5.

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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