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@plugix/mcp-zendesk
@plugix/mcp-zendesk/dist/index.js

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Readme

Zendesk MCP Server

MCP server for Zendesk support ticket management and automation.

Features

get_ticket - Get ticket with full history
get_tickets - Search and list tickets
search_kb - Search Knowledge Base
respond_ticket - Send response (with confirmation)
classify_ticket - Add tags/priority
escalate_ticket - Escalate to higher tier (with confirmation)

Installation

npm install
cp .env.example .env

Configuration

Edit .env:

# AI Integration API
API_URL=wss://api.ai-integration.com
API_TOKEN=sk_live_your_token_here

# Zendesk credentials
ZENDESK_SUBDOMAIN=yourcompany
ZENDESK_EMAIL=admin@yourcompany.com
ZENDESK_API_TOKEN=your_zendesk_api_token

To get a Zendesk API token:

Go to Admin > Channels > API
Enable Token Access
Create new token

Usage

Development

npm run dev

Production

npm run build
npm start

Docker

docker build -t mcp-zendesk .
docker run --env-file .env mcp-zendesk

Tools Reference

get_ticket

Get a single ticket with full comment history.

Parameters:

Name	Type	Required	Description
ticketId	number	Yes	The ticket ID

Example:

{
  "name": "get_ticket",
  "arguments": {
    "ticketId": 12345
  }
}

get_tickets

Search and list tickets with filters.

Parameters:

Name	Type	Description
status	string	Filter: new, open, pending, hold, solved
priority	string	Filter: low, normal, high, urgent
limit	number	Max results (default: 25)

Example:

{
  "name": "get_tickets",
  "arguments": {
    "status": "open",
    "priority": "high",
    "limit": 10
  }
}

search_kb

Search the Knowledge Base for relevant articles.

Parameters:

Name	Type	Required	Description
query	string	Yes	Search query
limit	number	No	Max results (default: 10)

Example:

{
  "name": "search_kb",
  "arguments": {
    "query": "password reset",
    "limit": 5
  }
}

respond_ticket

Send a response to a ticket. Requires confirmation.

Parameters:

Name	Type	Required	Description
ticketId	number	Yes	The ticket ID
body	string	Yes	Response message
public	boolean	No	Visible to requester (default: true)
status	string	No	New status: open, pending, solved
confirmed	boolean	Yes	Must be `true` to send

Example:

{
  "name": "respond_ticket",
  "arguments": {
    "ticketId": 12345,
    "body": "Thank you for contacting us...",
    "status": "pending",
    "confirmed": true
  }
}

classify_ticket

Classify a ticket by adding tags or changing priority.

Parameters:

Name	Type	Required	Description
ticketId	number	Yes	The ticket ID
tags	array	No	Tags to add
priority	string	No	New priority
groupId	number	No	Assign to group

escalate_ticket

Escalate a ticket to a higher-tier support group. Requires confirmation.

Parameters:

Name	Type	Required	Description
ticketId	number	Yes	The ticket ID
groupId	number	Yes	Target group ID
note	string	No	Internal escalation note
confirmed	boolean	Yes	Must be `true` to escalate

API Permissions

Required Zendesk API permissions:

Tickets: read, write
Users: read
Search: read
Help Center: read (for KB search)

Testing

npm test

License

MIT