# Deskpro MCP MCP

> Deskpro MCP connects your helpdesk software to any AI agent, letting you manage support tickets, user profiles, and knowledge articles conversationally. Stop jumping between tabs; handle everything—from creating a new ticket via `create_new_helpdesk_ticket` to retrieving user account details with `get_user_profile`—all through natural language prompts.

## Overview
- **Category:** customer-support
- **Price:** Free
- **Tags:** omnichannel-support, self-service-portal, sla-tracking, ticket-automation, help-center, customer-service

## Description

You can run your entire customer support operation through your AI agent without ever leaving your chat interface. This MCP lets you manage the full lifecycle of a support issue, whether it’s opening an urgent ticket, tracking down a user's account history, or pulling specific articles from your knowledge base.

Instead of clicking through multiple dashboards and copying data between systems, your agent acts as a virtual operations coordinator. It can check if a service is working by calling `check_api_health`, list all active tickets using `list_helpdesk_tickets`, and even find the right answer in your help center articles with `get_article_content`. Because every single action you take runs on Vinkius, every tool call generates a cryptographically signed audit trail. This means you always have a tamper-proof log showing exactly which data flowed through and who triggered it. The result is full visibility into high-stakes customer interactions, making complex support workflows reliable and transparent.

## Tools

### check_api_health
Checks the current operational status of the Deskpro API endpoint.

### create_new_helpdesk_ticket
Opens a brand new support ticket, requiring a subject, email address, and initial message content.

### get_article_content
Retrieves the full text and details of any specific knowledgebase article.

### get_ticket_details
Fetches all information about a single support ticket, including its history and current status.

### get_user_profile
Retrieves the complete profile details for any designated end-user account.

### list_configured_webhooks
Lists every active webhook configured within your Deskpro system.

### list_helpdesk_agents
Provides a list of all available support staff members and administrators.

### list_helpdesk_tickets
Lists existing helpdesk tickets, allowing you to filter by status or department.

### list_helpdesk_users
Provides a list of all registered end-users in your support system.

### list_kb_articles
Retrieves a catalog listing of all available knowledgebase articles.

### list_user_organizations
Lists which organizations a given user belongs to within your setup.

### update_ticket_properties
Modifies specific properties of an existing support ticket, like its priority or status.

## Prompt Examples

**Prompt:** 
```
List all helpdesk tickets with status 'awaiting_agent'.
```

**Response:** 
```
I've retrieved 3 tickets awaiting attention. Highlights include 'Server Downtime' (Priority: High) and 'Billing Inquiry'. Would you like the message transcript for the high-priority case?
```

**Prompt:** 
```
Show me the full history for ticket ID '123'.
```

**Response:** 
```
Fetching transcript... Ticket 123 details a recurring login failure reported by @user. Agent Sarah provided troubleshooting steps 2 hours ago. The status is currently 'awaiting_user'. Shall I draft a follow-up?
```

**Prompt:** 
```
Find articles in the knowledgebase about 'setup guide'.
```

**Response:** 
```
Searching help center... I found 2 relevant articles: 'Quick Start Guide' (ID: 789) and 'Advanced Setup'. Would you like me to retrieve the full content for the Quick Start guide?
```

## Capabilities

### Manage Ticket Lifecycle
Create new tickets, check details on existing cases, or update ticket properties directly using the agent.

### Identify Users and Accounts
Fetch complete profiles for specific users or list all associated organizations to understand customer context quickly.

### Access Knowledge Base Content
Search and retrieve the full text of help center articles without manual lookups.

### Monitor System Health
Verify the connectivity status of your entire support system with a single command.

### Coordinate Support Staffing
Get lists of active helpdesk agents and view all configured webhooks for operational oversight.

## Use Cases

### A customer calls about a billing issue, but you can't find their account details.
Your agent first checks the user via `get_user_profile` to confirm identity. Then, it uses `list_helpdesk_tickets` to see if they have any open issues and finally pulls relevant articles using `get_article_content` about billing policies.

### A high-priority ticket needs an immediate status change and owner reassignment.
You tell your agent, 'Change this case to urgent and assign it to Sarah.' The agent uses `update_ticket_properties` to modify the priority and reassigns ownership without you lifting a finger.

### A user's account seems linked to multiple departments or organizations.
You ask your agent about the customer’s relationship status. It uses `list_user_organizations` to map out all relevant organizational ties, giving you a complete picture of their business scope.

### You need to quickly see if your service is running correctly after an outage.
Instead of checking multiple status dashboards, you ask the agent to run `check_api_health`. It instantly reports whether the primary API endpoint is up or down.

## Benefits

- Instantly summarize ticket histories: Instead of manually reviewing every message in `get_ticket_details`, your agent reads the entire transcript and gives you a concise summary.
- Keep all customer context together: You can combine user identification from `get_user_profile` with their open cases from `list_helpdesk_tickets` without switching screens.
- Automate information delivery: If a customer asks about setup, your agent finds the article via `list_kb_articles` and extracts the content using `get_article_content` to draft a reply.
- Maintain perfect compliance: Since every tool call is logged with a cryptographically signed audit trail by Vinkius, you always know exactly who viewed which data point and when.
- Streamline complex updates: Don't just read the ticket; use `update_ticket_properties` to change its status or priority right from your chat window.

## How It Works

The bottom line is you tell your AI what needs doing, and it handles all the backend communications with Deskpro for you.

1. Subscribe to this MCP in your Vinkius dashboard.
2. Grab your API Key and Instance URL from your Deskpro Admin Portal.
3. Connect the connection details to your AI client (like Cursor or Claude) so your agent can start managing support tasks.

## Frequently Asked Questions

**How do I check API health using the list_helpdesk_tickets tool?**
The `check_api_health` tool handles system uptime checks, not ticket status. Use `list_helpdesk_tickets` to see if tickets are pending; use `check_api_health` to confirm the connection is live.

**Can I create a new ticket with the list_helpdesk_agents tool?**
No. You must use the dedicated `create_new_helpdesk_ticket` tool for that. The `list_helpdesk_agents` tool only shows you who is available on your team.

**What is the best way to get information about a specific user?**
Use the `get_user_profile` tool. This fetches all core details for one person, while `list_helpdesk_users` just gives you a list of every available user ID.

**Do I need to use get_article_content or list_kb_articles?**
Use `list_kb_articles` first to search the catalog and find the right article name. Then, run `get_article_content` to pull the full text you actually want to send.

**How do I use the update_ticket_properties tool to modify a ticket's status or priority?**
You can change an existing ticket using `update_ticket_properties`. This allows your agent to adjust metadata, like setting a new priority or changing the status from 'new' to 'in progress', without needing manual access to the support dashboard.

**If I need to know which organizations a user belongs to, should I use list_user_organizations?**
Yes, `list_user_organizations` gives you the full organizational context for any given user. This is key when managing complex enterprise accounts, as it shows all related departments and groups.

**How do I manage external notifications or webhooks using list_configured_webhooks?**
The `list_configured_webhooks` tool lets you see exactly which systems are connected to Deskpro. This is essential for verifying that your automation workflows will trigger external actions correctly.

**What should I do first if I want to confirm the MCP connection works? Should I use check_api_health?**
Start with `check_api_health`. This tool verifies the API connectivity itself, ensuring that your AI agent can talk to Deskpro before you try running any complex tasks like ticket creation or data retrieval.