Helpdesk · AI
AI agent tools
The helpdesk_* tools AI agents and the admin assistant can use, and the capability each one needs.
11 Helpdesk routes are offered to MCP clients and the admin assistant as helpdesk_* tools. A tool runs its route with the agent’s session, so every check still applies, and it is listed only to sessions that hold its capability. See Bring your own AI to connect an agent.
| Tool | Route | What it does | Capability |
|---|---|---|---|
helpdesk_tickets_list · read | GET /tickets | The 200 most recently updated tickets with the saved views and status labels. Filters apply to that list. | helpdesk.tickets:read |
helpdesk_ticket_create | POST /tickets | Opens a ticket for a customer from the staff side. | helpdesk.tickets:reply |
helpdesk_ticket_get · read | GET /tickets/{id} | One ticket with its thread, internal notes, tags, custom fields, and history. Sensitive messages stay encrypted until revealed. | helpdesk.tickets:read |
helpdesk_ticket_update | PATCH /tickets/{id} | Changes status (or a custom status label), priority, type, subject, or category. | helpdesk.tickets:reply |
helpdesk_ticket_reply | POST /tickets/{id}/replies | Posts a public reply, or a staff-only internal note with kind: "internal_note". A canned reply can also set status, priority, and a tag. | helpdesk.tickets:reply |
helpdesk_ticket_assign | POST /tickets/{id}/assign | Assign a ticket. | helpdesk.tickets:assign |
helpdesk_ticket_handover | POST /tickets/{id}/handover | Reassigns the ticket immediately, with a required internal note for the next agent. | helpdesk.tickets:assign |
helpdesk_ticket_set_visibility | POST /tickets/{id}/visibility | Makes a ticket public in the archive or private again. Public tickets never show email addresses, internal notes, or sensitive messages. | helpdesk.tickets:publish |
helpdesk_ticket_merge | POST /tickets/{id}/merge | Merges this ticket into the one named in into. | helpdesk.tickets:delete |
helpdesk_canned_responses_list · read | GET /canned | Saved replies, each with optional actions that set status, priority, and a tag. | helpdesk.tickets:reply |
helpdesk_reports_get · read | GET /reports | Ticket counts, open and unassigned tickets, tickets past their target, first-response median and 90th percentile, satisfaction, the last two weeks, and shop contact rate. | helpdesk.reports:read |