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Zendesk MCP Server by Fruggr

by fruggr
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TypeScript
Remote

Update Zendesk Ticket

update_ticket
DestructiveIdempotent

Update a Zendesk ticket by modifying status, priority, assignee, subject, tags, custom fields, followers, or email CCs. Only changed fields apply; returns the updated ticket.

Instructions

Update an existing ticket (status, priority, type, assignee, group, subject, tags, custom fields, followers, email CCs). Only the fields you pass are changed, and the updated ticket is returned. Followers and email CCs are incremental instead of replacing: pass { add, remove } lists of user ids, and the response reports who is subscribed afterwards. Zendesk applies those two silently, so a requested change it did not apply comes back listed as unconfirmed rather than raised as an error. 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.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
tagsNoReplaces the full tag set on the ticket. Use manage_tags for incremental add/remove.
typeNoTicket type. One of problem, incident, question, task.
statusNoNew ticket status. One of new, open, pending, hold, solved, closed.
subjectNoNew subject line for the ticket; replaces the current subject when provided.
group_idNoId of the group to assign the ticket to.
priorityNoTicket priority. One of urgent, high, normal, low.
email_ccsNoEnd users or agents to add to or remove from the ticket's email CC list, as numeric user ids: { add: [123], remove: [456] }. CCs receive the ticket's public correspondence, subject to your account's triggers. Numeric ids only, no email addresses: resolve the person with search_users first and confirm the match, because a name query can return several users. Zendesk caps a ticket at 48 email CCs and this tool cannot know how many are already set, so going over shows up as an unconfirmed entry in the response rather than a validation error. An id listed in both add and remove is removed. Omit to leave CCs untouched.
followersNoAgents to add to or remove from the ticket's follower list, as numeric user ids: { add: [123], remove: [456] }. Followers are notified of ticket updates, internal notes included, so this controls who hears about the ticket. Numeric ids only, no email addresses: resolve the person with search_users first and confirm the match before writing, because a name query can return several users and removing the wrong id succeeds silently. Adding someone already following, or removing someone who is not, is a no-op. An id listed in both add and remove is removed. Omit to leave followers untouched.
ticket_idYesTicket ID — the numeric id of the ticket to update. Obtain it from search_tickets or list_tickets.
assignee_idNoUser id of the agent to assign the ticket to.
custom_fieldsNoCustom field values as { id, value } pairs (field ids come from your Zendesk admin settings). Call list_ticket_fields first to discover the numeric field ids and, for dropdown/multiselect fields, the exact option values Zendesk accepts.

Schema Changelog

Changes observed during successful MCP inspections.

  1. Changed2 schema fields changedv2.23.0
    • addedInput schema / properties / email_ccs
      Added value: +{
+  "additionalProperties": false,
+  "description": "End users or agents to add to or remove from the ticket's email CC list, as numeric user ids: { add: [123], remove: [456] }. CCs receive the ticket's public correspondence, subject to your account's triggers. Numeric ids only, no email addresses: resolve the person with search_users first and confirm the match, because a name query can return several users. Zendesk caps a ticket at 48 email CCs and this tool cannot know how many are already set, so going over shows up as an unconfirmed entry in the response rather than a validation error. An id listed in both add and remove is removed. Omit to leave CCs untouched.",
+  "properties": {
+    "add": {
+      "description": "User ids to CC on the ticket, at most 48. Omit to only remove.",
+      "items": {
+        "exclusiveMinimum": 0,
+        "maximum": 9007199254740991,
+        "type": "integer"
+      },
+      "maxItems": 48,
+      "type": "array"
+    },
+    "remove": {
+      "description": "User ids to drop from the CC list. Omit to only add.",
+      "items": {
+        "exclusiveMinimum": 0,
+        "maximum": 9007199254740991,
+        "type": "integer"
+      },
+      "type": "array"
+    }
+  },
+  "type": "object"
+}
    • addedInput schema / properties / followers
      Added value: +{
+  "additionalProperties": false,
+  "description": "Agents to add to or remove from the ticket's follower list, as numeric user ids: { add: [123], remove: [456] }. Followers are notified of ticket updates, internal notes included, so this controls who hears about the ticket. Numeric ids only, no email addresses: resolve the person with search_users first and confirm the match before writing, because a name query can return several users and removing the wrong id succeeds silently. Adding someone already following, or removing someone who is not, is a no-op. An id listed in both add and remove is removed. Omit to leave followers untouched.",
+  "properties": {
+    "add": {
+      "description": "User ids to start following the ticket. Omit to only remove.",
+      "items": {
+        "exclusiveMinimum": 0,
+        "maximum": 9007199254740991,
+        "type": "integer"
+      },
+      "type": "array"
+    },
+    "remove": {
+      "description": "User ids to stop following the ticket. Omit to only add.",
+      "items": {
+        "exclusiveMinimum": 0,
+        "maximum": 9007199254740991,
+        "type": "integer"
+      },
+      "type": "array"
+    }
+  },
+  "type": "object"
+}
  2. Changed1 schema field changedv2.9.0
    • changedInput schema / properties / custom_fields / description
      Previous value: -"Custom field values as { id, value } pairs (field ids come from your Zendesk admin settings)."New value: +"Custom field values as { id, value } pairs (field ids come from your Zendesk admin settings). Call list_ticket_fields first to discover the numeric field ids and, for dropdown/multiselect fields, the exact option values Zendesk accepts."
  3. Changed2 schema fields changedv2.6.0
    • changedInput schema / properties / subject / description
      Previous value: -"New ticket subject line."New value: +"New subject line for the ticket; replaces the current subject when provided."
    • changedInput schema / properties / ticket_id / description
      Previous value: -"Ticket ID"New value: +"Ticket ID — the numeric id of the ticket to update. Obtain it from search_tickets or list_tickets."
  4. Changed1 schema field changedv2.3.1
    • addedInput schema / additionalProperties
      Added value: +false
  5. Changed8 schema fields changedv2.2.0
    • addedInput schema / properties / assignee_id / description
      Added value: +"User id of the agent to assign the ticket to."
    • addedInput schema / properties / custom_fields / description
      Added value: +"Custom field values as { id, value } pairs (field ids come from your Zendesk admin settings)."
    • addedInput schema / properties / group_id / description
      Added value: +"Id of the group to assign the ticket to."
    • addedInput schema / properties / priority / description
      Added value: +"Ticket priority. One of urgent, high, normal, low."
    • addedInput schema / properties / status / description
      Added value: +"New ticket status. One of new, open, pending, hold, solved, closed."
    • addedInput schema / properties / subject / description
      Added value: +"New ticket subject line."
    • addedInput schema / properties / tags / description
      Added value: +"Replaces the full tag set on the ticket. Use manage_tags for incremental add/remove."
    • addedInput schema / properties / type / description
      Added value: +"Ticket type. One of problem, incident, question, task."
  6. First observedv1.7.0

TDQS

A4.9/5.0
Behavior5/5

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

The description discloses key behaviors not captured by annotations: partial updates ('only the fields you pass are changed'), incremental semantics for followers/email CCs, silent application with 'unconfirmed' results, tag-set replacement, and the return of the updated ticket. Annotations only indicate read/write and destructiveness, so this provides rich context beyond the structured data.

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

Conciseness5/5

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

Six sentences, each earning its place: core operation, update semantics, incremental behavior, silent failure mode, tag replacement caveat, and sibling routing. Front-loaded with the primary action and followed by nuances in logical order. No redundancy or filler.

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 complex write tool with 11 parameters)Skip, nested objects, and no output schema, this description covers the operational essentials: partial update behavior, incremental vs replacing semantics, failure reporting, how to obtain the ticket id, and which siblings to use for adjacent tasks. Nothing critical an agent needs to call it 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 baseline is 3. The description adds a high-level partial-update model and explicitly states the return value ('updated ticket is returned'), which the schema does not. It also reinforces the add/remove structure for followers and CCs, though much of this is already in the schema's detailed parameter descriptions.

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 precise verb and resource — 'Update an existing ticket' — and immediately enumerates the updatable fields, leaving no ambiguity about the tool's scope. It also differentiates from siblings by explicitly stating that this tool does not post replies and that tag-bulk replacement should be done via manage_tags.

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?

It gives explicit routing guidance: use manage_tags for incremental tag changes, add_public_comment/add_private_note for replies, and search_tickets/list_tickets to find the id. This goes beyond implied usage, covering both when to use this tool and when to use an alternative.

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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