# Helpshift MCP

> Helpshift MCP connects your AI agent directly into your customer support platform. Manage issues, run user updates, and check documentation status—all from natural conversation. Instead of manually logging into a dashboard to track tickets or update profiles, you just talk to your agent. It lets you get full visibility on ticket history, manage user accounts in bulk, and keep up with FAQs without leaving your development environment.

## Overview
- **Category:** customer-support
- **Price:** Free
- **Tags:** in-app-support, ticket-management, user-profiles, automation, customer-experience, audit-logs

## Description

Your AI client handles complex support operations using Helpshift data. You no longer need to jump between your CRM, your knowledge base, and a dedicated ticketing system just to answer one question. Your agent acts like a highly skilled Support Ops team member, reading the ticket history, checking if the user's profile is correct, or even finding the right FAQ article for a customer. If you use Vinkius, this MCP connects all of those moving parts into one place. You can tell your agent to find every open issue related to payments and then update their status to 'Investigating.' It handles it. The system doesn't just give you data; it lets you perform actions—like adding a reply or running bulk updates—all through simple chat commands. This is about turning complex, multi-step administrative tasks into one conversation.

## Tools

### add_issue_message
Adds a direct reply or internal note to an existing support issue.

### bulk_user_action
Performs bulk operations like creating or updating multiple user profiles at once.

### create_issue
Starts a brand new support ticket using required details like the app ID and subject line.

### get_issue_audit_logs
Retrieves the full history of actions taken on a specific issue, showing who did what and when.

### get_bulk_task_status
Checks if a large user profile update job completed successfully or is still running.

### get_issue_details
Pulls up all the main information about one specific support ticket, like who reported it and when.

### list_registered_apps
Shows a list of every application that is connected to or registered within your Helpshift account.

### list_faqs
Retrieves the titles and summaries of all published Frequently Asked Questions articles.

### list_issues
Lists a summary of current support issues, helping you track overall ticket volume.

### list_faq_sections
Shows the main categories or sections used to organize your documentation library.

### update_issue_status
Changes the overall status of a ticket, marking it as 'Resolved' or 'Rejected'.

## Prompt Examples

**Prompt:** 
```
List all active issues and show their audit logs.
```

**Response:** 
```
I've retrieved your active issues. You have 3 open cases, including 'App crash on iOS' (ID: 5501) and 'Payment failure' (ID: 5505). I've also fetched the audit log for 5501, which shows it was reassigned to the Engineering team 2 hours ago. Would you like the full transcript for either case?
```

**Prompt:** 
```
Add a reply to issue ID 5501: 'We are investigating the logs now'.
```

**Response:** 
```
Message added! I've successfully sent your reply to issue 5501. The customer will receive this update in their app. Would you like to set the status to 'Resolved' or add any internal tags?
```

**Prompt:** 
```
Search for FAQ articles related to 'subscription renewal'.
```

**Response:** 
```
Searching FAQs... I found 2 relevant articles: 'How to renew your plan' and 'Troubleshooting renewal errors'. Would you like the full content of 'How to renew your plan' to share with a customer?
```

## Capabilities

### Manage Support Tickets
Create new issues and retrieve detailed information, including the full action history for any support case.

### Update User Data in Bulk
Apply changes to many user accounts at once or perform large-scale profile creations using a dedicated API.

### Maintain Knowledge Base Content
Browse all published FAQ articles and list the main categories of documentation available.

### Monitor Operational Status
Check the status of large batch tasks or monitor overall support volume across the platform in real time.

## Use Cases

### Need to understand why a major bug report was delayed?
An agent asks their MCP client: 'List issues and then get the audit logs for issue 5501.' The agent immediately tells them the ticket details and shows that the status was manually changed multiple times, pinpointing exactly when it stalled.

### A marketing campaign requires updating user data across thousands of accounts.
The Product Ops specialist uses their agent to run a bulk action: 'Update all users in Segment X with the new subscription tier.' The agent confirms the process started and provides `get_bulk_task_status` until everything is done.

### A customer asks about payment errors, but you aren't sure which knowledge article applies.
The support rep tells their agent: 'Search for FAQs related to payments.' The agent uses `list_faqs` and reads the two most relevant articles aloud, allowing the rep to quote accurate documentation immediately.

### You need to start tracking a new bug report that came in via Slack.
Instead of opening a separate ticket form, the agent executes `create_issue`, populating all the necessary fields (app ID, title, body) directly from your prompt. The issue is live and ready for triage.

## Benefits

- Instead of exporting issue logs to Excel, you can ask your agent to pull the full action history for any ticket. This means you get immediate context on who touched a case and why, using `get_issue_audit_logs`.
- Managing user profiles used to be a manual slog. Now, you use `bulk_user_action` to update dozens of records at once, handling identity syncs or profile fixes without leaving your chat window.
- You keep documentation accurate by having the agent list all published FAQs using `list_faqs`. This ensures that when you talk to a client, you are referencing the most current knowledge base content.
- When something pops up, you don't need to manually create tickets. Use `create_issue` directly through your conversation with your agent; it gets logged and assigned immediately.
- You can change the state of a ticket—move it from 'Open' to 'Resolved' or 'Rejected'—using `update_issue_status`. It’s an action command, not just a data read.

## How It Works

The bottom line is that you get to manage complex support operations by speaking naturally to your AI client, rather than clicking through multiple dashboards.

1. Subscribe to this MCP and enter your Helpshift API key and domain credentials.
2. Connect your agent; it authenticates with your support platform's data streams.
3. You simply talk to your agent, telling it what needs doing (e.g., 'Check the audit log for issue 5501'). The agent performs the action and gives you a direct status update.

## Frequently Asked Questions

**How do I use the Helpshift MCP to list all active issues?**
You run `list_issues` through your agent. It returns a summary of current tickets, which is useful for quickly monitoring overall support volume and spotting urgent cases.

**Can I update user profiles using the Helpshift MCP?**
Yes, you can use `bulk_user_action` to perform profile operations on multiple users at once. This is great for large identity syncs or rolling out new features to a segment.

**What tool do I use with Helpshift MCP to see ticket history?**
To check the full action trail, you must run `get_issue_audit_logs`. This shows who changed the status or added messages, giving you a complete record of the case.

**Does Helpshift MCP help with documentation? **
You can list available content using `list_faqs` to see all published articles. You can also use `list_faq_sections` to browse the major categories of your knowledge base.

**How do I mark a ticket as resolved with Helpshift MCP?**
Use the `update_issue_status` tool in your prompt. You tell the agent the issue ID and the new status (like 'Resolved'), and it updates the record for you.