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rlowndes9

Zendesk MCP Server

by rlowndes9

get_ticket

Read-onlyIdempotent

Retrieve a ticket by ID with optional inline comments and audits for full context. Reduces round trips by combining ticket details, conversation, and history in one request.

Instructions

Fetch one ticket by ID; optionally inline its include_comments thread and/or include_audits history in the same call. Scope-gated (config_plus_audits or full); blocked calls return scope_blocked. Use the inline includes when you need conversational context, they save a round-trip vs. calling get_ticket_comments / get_ticket_audits separately. For pure SLA / responsiveness numbers, get_ticket_metrics is cheaper than parsing audits.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
idYesTicket ID
verboseNoReturn full objects (ticket, comments, audits) instead of thin projections. Affects sideloaded comments/audits when included.
instanceNoOverride the sticky instance for this call
include_auditsNoInclude the ticket audit history inline under data.audits
include_commentsNoInclude the ticket comment thread inline under data.comments
Behavior4/5

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

Annotations already declare readOnlyHint, openWorldHint, idempotentHint. Description adds valuable context (scope-gating, blocked response, inline data structure) without contradiction, but could still be more detailed about exact response format.

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?

Concise, front-loaded with core purpose, then details options and guidance. Every sentence is informative with no fluff.

Shorter descriptions cost fewer tokens and are easier for agents to parse. Every sentence should earn its place.

Completeness4/5

Given the tool's complexity, does the description cover enough for an agent to succeed on first attempt?

Despite no output schema, description covers inline includes, scope-gating, and blocked response. Could explicitly state primary return object is the ticket, but context is sufficient for selection and invocation.

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

Parameters5/5

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

Schema covers 100% with parameter descriptions; description adds why include_comments/audits save round-trips and explains verbose affects projections, enriching beyond schema.

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?

Clearly states 'Fetch one ticket by ID' and mentions optional inline includes for comments/audits, distinguishing it from sibling tools like get_ticket_comments, get_ticket_audits, and get_ticket_metrics.

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 advises when to use inline includes (saves round-trips) and when to use get_ticket_metrics for SLA data, plus mentions scope-gating and blocked calls, providing clear decision guidance.

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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