zendesk_get_ticket

Instructions

Implementation Reference

• src/zendesk_mcp/tools/ticket.py:80-84 (registration)

  The tool 'zendesk_get_ticket' is registered as an MCP tool via the @mcp.tool() decorator on line 81. The function receives a ticket_id and delegates to _get_ticket_data.

  def register_ticket_tools(mcp) -> None:
      @mcp.tool()
      def zendesk_get_ticket(ticket_id: int) -> str:
          """Get a Zendesk ticket by ID. Returns ticket fields including status, priority, requester, assignee, tags, and description."""
          return _get_ticket_data(ticket_id)

• src/zendesk_mcp/tools/ticket.py:42-72 (handler)

  Core handler _get_ticket_data that fetches a Zendesk ticket by ID using the Zenpy client, formats the response into JSON with fields like id, subject, status, priority, type, requester, assignee, group, tags, dates, description, and a ticket_url.

  def _get_ticket_data(ticket_id: int) -> str:
      try:
          client = get_client()
          ticket = client.tickets(id=ticket_id)
          return json.dumps({
              "id": ticket.id,
              "subject": ticket.subject,
              "status": ticket.status,
              "priority": ticket.priority,
              "type": ticket.type,
              "requester": {
                  "name": ticket.requester.name,
                  "email": ticket.requester.email,
              },
              "assignee": {
                  "name": ticket.assignee.name,
                  "email": ticket.assignee.email,
              } if ticket.assignee else None,
              "group": ticket.group.name if ticket.group else None,
              "tags": ticket.tags,
              "created_at": str(ticket.created_at),
              "updated_at": str(ticket.updated_at),
              "description": ticket.description,
              "ticket_url": f"https://{_get_subdomain()}.zendesk.com/agent/tickets/{ticket.id}",
          }, indent=2)
      except ConfigError as e:
          return str(e)
      except Exception as e:
          if "RecordNotFound" in str(e) or "404" in str(e):
              return f"Ticket #{ticket_id} not found or not accessible with current credentials."
          return f"Zendesk API error: {e}"

• src/zendesk_mcp/tools/ticket.py:75-77 (helper)

  Helper function _get_subdomain() that loads the config and returns the Zendesk subdomain for building the ticket URL.

  def _get_subdomain() -> str:
      from zendesk_mcp.config import load_config
      return load_config().get("subdomain", "")

• src/zendesk_mcp/client.py:10-16 (helper)

  The get_client() helper called by _get_ticket_data to instantiate the Zenpy client using OAuth token from config.

  def get_client(config_file: Path | None = None) -> Zenpy:
      cfg = load_config(config_file)
      subdomain = cfg.get("subdomain", "").strip()
      token = cfg.get("oauth_token", "").strip()
      if not subdomain or not token:
          raise ConfigError("Zendesk not configured. Run: zendesk-mcp setup")
      return Zenpy(subdomain=subdomain, oauth_token=token)

• src/zendesk_mcp/server.py:13-22 (registration)

  The server imports register_ticket_tools and calls it in main(), which is where the tool decorator runs and registers zendesk_get_ticket with the MCP server.

  from zendesk_mcp.tools.ticket import register_ticket_tools
  from zendesk_mcp.tools.comments import register_comments_tools
  from zendesk_mcp.tools.attachments import register_attachment_tools
  from zendesk_mcp.tools.gitlab_context import register_gitlab_context_tools
  from zendesk_mcp.tools.write_comments import register_write_comment_tools
  from zendesk_mcp.tools.update_ticket import register_update_ticket_tools
  from zendesk_mcp.tools.time_tracking import register_time_tracking_tools
  from zendesk_mcp.tools.git_zen import register_git_zen_tools
  
  register_ticket_tools(mcp)