zendesk_update_ticket

Instructions

Implementation Reference

• src/zendesk_mcp/tools/update_ticket.py:18-56 (handler)

  Core handler function that updates a Zendesk ticket. Validates fields, fetches the ticket via Zenpy client, sets attributes, updates via API, and returns JSON of the refreshed ticket.

  def _update_ticket_data(ticket_id: int, **fields) -> str:
      provided = {k: v for k, v in fields.items() if v is not None and k in _UPDATABLE_FIELDS}
      if not provided:
          return "Nothing to update: provide at least one field besides ticket_id."
      if "status" in provided and provided["status"] not in _VALID_STATUSES:
          return f"Invalid status '{provided['status']}'. Valid values: {', '.join(sorted(_VALID_STATUSES))}"
      if "priority" in provided and provided["priority"] not in _VALID_PRIORITIES:
          return f"Invalid priority '{provided['priority']}'. Valid values: {', '.join(sorted(_VALID_PRIORITIES))}"
      if "type" in provided and provided["type"] not in _VALID_TYPES:
          return f"Invalid type '{provided['type']}'. Valid values: {', '.join(sorted(_VALID_TYPES))}"
      try:
          client = get_client()
          ticket = client.tickets(id=ticket_id)
          for k, v in provided.items():
              setattr(ticket, k, v)
          client.tickets.update(ticket)
          refreshed = client.tickets(id=ticket_id)
          return json.dumps({
              "id": refreshed.id,
              "subject": refreshed.subject,
              "description": getattr(refreshed, "description", None),
              "status": refreshed.status,
              "priority": refreshed.priority,
              "type": getattr(refreshed, "type", None),
              "created_at": str(refreshed.created_at),
              "updated_at": str(refreshed.updated_at),
              "requester_id": refreshed.requester_id,
              "assignee_id": refreshed.assignee_id,
              "organization_id": getattr(refreshed, "organization_id", None),
              "group_id": getattr(refreshed, "group_id", None),
              "custom_status_id": getattr(refreshed, "custom_status_id", None),
              "tags": list(getattr(refreshed, "tags", []) or []),
          }, 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/update_ticket.py:109-138 (handler)

  MCP tool function 'zendesk_update_ticket' decorated with @mcp.tool(). Accepts optional updatable fields and delegates to _update_ticket_data.

  @mcp.tool()
  def zendesk_update_ticket(
      ticket_id: int,
      subject: str | None = None,
      status: str | None = None,
      priority: str | None = None,
      type: str | None = None,
      assignee_id: int | None = None,
      requester_id: int | None = None,
      tags: list | None = None,
      custom_fields: list | None = None,
      due_at: str | None = None,
      group_id: int | None = None,
      custom_status_id: int | None = None,
  ) -> str:
      """Update one or more fields on a Zendesk ticket. Pass only the fields you want to change. status: new/open/pending/hold/solved/closed. priority: low/normal/high/urgent. type: problem/incident/question/task. assignee_id, requester_id, group_id, custom_status_id are integer IDs. due_at is ISO8601. Returns JSON of the refreshed ticket."""
      return _update_ticket_data(
          ticket_id=ticket_id,
          subject=subject,
          status=status,
          priority=priority,
          type=type,
          assignee_id=assignee_id,
          requester_id=requester_id,
          tags=tags,
          custom_fields=custom_fields,
          due_at=due_at,
          group_id=group_id,
          custom_status_id=custom_status_id,
      )

• src/zendesk_mcp/tools/update_ticket.py:98-138 (registration)

  Registration function that uses @mcp.tool() decorator to register 'zendesk_update_ticket' and two related tools.

  def register_update_ticket_tools(mcp) -> None:
      @mcp.tool()
      def zendesk_set_ticket_status(ticket_id: int, status: str) -> str:
          """Set the status of a Zendesk ticket. Valid statuses: new, open, pending, hold, solved, closed."""
          return _set_ticket_status_data(ticket_id, status)
  
      @mcp.tool()
      def zendesk_assign_ticket(ticket_id: int, assignee_email: str) -> str:
          """Assign a Zendesk ticket to an agent by their email address. Pass 'me' as assignee_email to assign the ticket to yourself (the authenticated user)."""
          return _assign_ticket_data(ticket_id, assignee_email)
  
      @mcp.tool()
      def zendesk_update_ticket(
          ticket_id: int,
          subject: str | None = None,
          status: str | None = None,
          priority: str | None = None,
          type: str | None = None,
          assignee_id: int | None = None,
          requester_id: int | None = None,
          tags: list | None = None,
          custom_fields: list | None = None,
          due_at: str | None = None,
          group_id: int | None = None,
          custom_status_id: int | None = None,
      ) -> str:
          """Update one or more fields on a Zendesk ticket. Pass only the fields you want to change. status: new/open/pending/hold/solved/closed. priority: low/normal/high/urgent. type: problem/incident/question/task. assignee_id, requester_id, group_id, custom_status_id are integer IDs. due_at is ISO8601. Returns JSON of the refreshed ticket."""
          return _update_ticket_data(
              ticket_id=ticket_id,
              subject=subject,
              status=status,
              priority=priority,
              type=type,
              assignee_id=assignee_id,
              requester_id=requester_id,
              tags=tags,
              custom_fields=custom_fields,
              due_at=due_at,
              group_id=group_id,
              custom_status_id=custom_status_id,
          )

• src/zendesk_mcp/server.py:18-38 (registration)

  Server imports and calls register_update_ticket_tools(mcp) to register the update ticket tools on the FastMCP instance.

  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
  from zendesk_mcp.tools.create_ticket import register_create_ticket_tools
  from zendesk_mcp.tools.list_tickets import register_list_tickets_tools
  from zendesk_mcp.tools.knowledge_base import register_knowledge_base_resource
  from zendesk_mcp.tools.tags import register_tag_tools
  from zendesk_mcp.tools.views import register_view_tools
  from zendesk_mcp.tools.macros import register_macro_tools
  from zendesk_mcp.tools.users import register_user_tools
  from zendesk_mcp.tools.groups import register_group_tools
  from zendesk_mcp.tools.organizations import register_organization_tools
  from zendesk_mcp.tools.custom_statuses import register_custom_status_tools
  from zendesk_mcp.prompts import register_prompts
  
  register_ticket_tools(mcp)
  register_comments_tools(mcp)
  register_attachment_tools(mcp)
  register_gitlab_context_tools(mcp)
  register_write_comment_tools(mcp)
  register_update_ticket_tools(mcp)

• src/zendesk_mcp/tools/update_ticket.py:11-15 (schema)

  Defines the set of updatable field names used for validation in the handler.

  _UPDATABLE_FIELDS = {
      "subject", "status", "priority", "type",
      "assignee_id", "requester_id", "tags", "custom_fields", "due_at",
      "group_id", "custom_status_id",
  }