# Groove MCP > Groove MCP connects your entire helpdesk to any AI agent, letting you manage customer support tickets through natural conversation. You can list all open issues, summarize long conversations, draft replies, update ticket statuses, and pull up full customer records—all without opening the main Groove dashboard. ## Overview - **Category:** communication-messaging - **Price:** Free - **Tags:** shared-inbox, ticket-management, customer-service, support-automation, helpdesk-api, conversation-tracking ## Description You don't have to jump between multiple tabs or remember complex workflows just to handle a customer inquiry. With this MCP, you use your AI client to talk directly to your helpdesk data like it's an extension of your own brain. Need to know what happened in ticket #405 last week? Just ask. Want to update the status from 'Pending' to 'Closed'? Tell your agent. It handles the API call for you. You manage everything—from creating a new ticket to getting details on who the customer is and checking if an agent was active—all within your chat window. This level of control means less time clicking buttons and more time actually helping customers. If you use Vinkius, this MCP adds Groove's full power into your existing AI workflow, making complex support operations feel as simple as sending a message. ## Tools ### create_message Adds a new reply or internal note directly into an existing ticket conversation. ### create_ticket Generates a brand-new helpdesk ticket record in the system. ### get_agent Retrieves specific details about an agent using their email address. ### get_customer Pulls up all records and contact history for a customer based on their email. ### get_mailbox Retrieves details for one of your configured support mailboxes using its unique ID. ### get_ticket Fetches all information about a specific ticket by using its assigned number. ### list_agents Provides a list of every agent currently set up in the Groove account. ### list_customers Returns a comprehensive list of all customers recorded in your account. ### list_mailboxes Lists every mailbox ID configured for multi-channel support management. ### list_messages Pulls a complete list of all messages and comments associated with a ticket. ### list_tickets Retrieves a comprehensive, filterable list of every support ticket in the system. ### update_ticket_state Changes the official status of an existing helpdesk ticket (e.g., open to closed). ## Prompt Examples **Prompt:** ``` List my open tickets in Groove ``` **Response:** ``` Retrieving your open tickets... I found 5 tickets requiring attention, including #402: 'Billing Inquiry' and #405: 'Login Issue'. Would you like me to summarize the latest message for the login issue? ``` **Prompt:** ``` Show the messages for ticket #405 ``` **Response:** ``` Fetching conversation history... Ticket #405 contains 3 messages. The customer reported they cannot reset their password. There is also an internal note from Agent Sarah mentioning a potential database sync delay. ``` **Prompt:** ``` Reply to ticket #402: 'Your refund has been issued and should appear in 3-5 days' ``` **Response:** ``` Sending reply... Success! I've posted the message to Ticket #402 informing the customer about their refund. The ticket state remains 'pending'. Should I mark it as closed? ``` ## Capabilities ### Reviewing and Tracking Tickets List all tickets across the account or fetch the complete conversation history for any specific ticket number. ### Writing Replies and Notes Draft and send official replies to customers, or add internal notes directly into a support thread. ### Managing Ticket Statuses Change the status of any ticket—opening it, putting it on hold, or marking it as resolved. ### Retrieving Customer and Agent Data Look up specific customer profiles by email, list all active agents, or view details for a particular support agent. ### Coordinating Mailboxes List and inspect every configured mailbox ID to keep track of your multi-channel support setup. ## Use Cases ### Handling an Urgent Customer Inquiry A CSM gets a chat request for customer Jane Doe. Instead of searching the dashboard, they ask their agent to run 'get_customer' on her email. They see all past issues and then use 'list_messages' on ticket #405 to find the specific error code needed to write a perfect reply using create_message. ### End-of-Day Report Generation A Support Lead needs to know how many tickets were opened today and who handled them. They ask their agent to 'list_tickets' for the last 24 hours, getting a clean count and list of ticket numbers that they can then use to update_ticket_state for closure. ### Onboarding New Team Members A manager wants to train a new agent on team capabilities. They ask their agent to 'list_agents' and also check the status of all configured channels by running 'list_mailboxes,' ensuring nothing is missed. ### Handling Multiple Inquiry Types A small business owner receives a mix of billing inquiries and login issues. They first run 'list_tickets' to see the queue, then use get_ticket on a specific number, summarizing the details before using create_message to send out a resolution update. ## Benefits - Instead of manually opening the main dashboard, you use your agent to list all available tickets instantly. You just ask for 'open billing issues' and get a clean summary list without any clicks. - You maintain full visibility into customer history by using the get_customer tool. This lets you cross-reference contact records with ticket data right in your chat window, making context retrieval instant. - Sending replies is simple; instead of finding the right ticket thread and composing a message, you tell your agent to 'Draft a reply on #402.' The create_message function handles it. - Need to keep track of who's doing what? You can use list_agents to see all team members online or check individual productivity details without leaving the chat flow. - Managing ticket status is streamlined. Use update_ticket_state to change a ticket from 'Pending' to 'Closed,' and you get confirmation immediately, keeping your records accurate. ## How It Works The bottom line is that you treat your entire helpdesk as an interactive conversation, not a dashboard full of forms. 1. First, subscribe to this MCP on Vinkius and paste your Groove API Access Token into the connection settings. 2. Next, tell your AI client exactly what you need—for example, 'List all open tickets for billing issues,' or 'Get customer details for jane.doe@example.com.' 3. Your agent sends a clean command to Groove, and the results appear immediately in the chat window. ## Frequently Asked Questions **How do I find all open tickets using the Groove MCP?** You use list_tickets to get a comprehensive view of your helpdesk. This function lets you see every ticket that needs attention across your entire account. **Can I add internal notes without replying to the customer? (Groove MCP)** Yes, you can use create_message and specify it as an 'internal note.' This lets team members communicate about a ticket's status or findings without alerting the customer. **What if I need to see all my configured support channels? (Groove MCP)** You use list_mailboxes. This function pulls up every mailbox ID you have set up, ensuring no channel is missed when managing multi-channel support. **Does the Groove MCP let me create new customer records?** No, it doesn't create customers from scratch. However, you can use get_customer to pull existing details and full contact history for any known email address. **Is list_messages better than get_ticket? (Groove MCP)** They serve different purposes. Use get_ticket to retrieve the main metadata about the issue itself, but use list_messages when you need a full feed of every comment and communication exchange.