# Jitbit MCP MCP

> Jitbit helps you manage IT support tickets, knowledge bases, and Service Level Agreements (SLAs) directly from your AI client. It lets agents create new requests, check user accounts, pull relevant documentation, and track ticket status without ever leaving their chat window.

## Overview
- **Category:** productivity
- **Price:** Free
- **Tags:** ticketing, sla-tracking, it-support, knowledge-base, automation-rules, team-collaboration

## Description

You can use this MCP to treat your helpdesk like a natural conversation. Instead of navigating through multiple tabs and forms, you just tell your agent what needs doing. Need to know if an account is active? Check the user details first. Running into a bug report? Pull up relevant knowledge articles so you have the fix right away. If the problem requires more action, you can create a new ticket or reply directly to an existing one, all from within your AI client. This setup connects your entire support workflow—from checking account status to monitoring SLA compliance—and makes it available through Vinkius, placing Jitbit's functionality at your fingertips.

It handles the whole cycle: listing open tickets, inspecting deep details on a single ticket number, and even keeping track of which team members are assigned what workload. It’s about getting all that structured support data to flow naturally into conversation.

## Tools

### create_support_ticket
This tool generates a brand new support ticket within the helpdesk system.

### get_ticket_details
Retrieves all information about one specific, existing support ticket number.

### list_kb_articles
Retrieves titles and summaries from the internal knowledge base articles.

### list_ticket_categories
Displays all predefined categories used to classify incoming support requests.

### list_tickets
Generates a comprehensive list of existing helpdesk tickets, allowing you to filter by status or date.

### list_account_users
Pulls a list of all user accounts managed by the helpdesk system.

## Prompt Examples

**Prompt:** 
```
Show all open tickets and the ones approaching SLA breach.
```

**Response:** 
```
Open tickets: 23. By priority: Critical (2), High (5), Medium (10), Low (6). SLA at risk (< 2 hours remaining): 1) #4521 — 'Login page 500 error' (Critical, 45 min left). 2) #4518 — 'Payment processing failed' (High, 1h 20m left). Breached: 1 ticket (#4515, 'Email sync issue', 3h overdue). Would you like to respond to the critical tickets?
```

**Prompt:** 
```
Create a new ticket for server maintenance and list all categories.
```

**Response:** 
```
Ticket created! #4524 — 'Scheduled Server Maintenance — DB Cluster'. Category: Infrastructure. Priority: Medium. Assigned to: DevOps Team. Categories: 8 total. Infrastructure (12 tickets), Account Issues (8), Billing (5), Feature Requests (15), Bug Reports (23), General (4), Onboarding (3), Security (2).
```

**Prompt:** 
```
Reply to the critical login error ticket and update its status to In Progress.
```

**Response:** 
```
Reply sent to #4521! ✅ Content: 'We've identified the root cause — a misconfigured load balancer rule. Our DevOps team is applying the fix now. ETA: 30 minutes.' Status updated: New → In Progress. SLA timer paused. Assigned to: Mike Torres (DevOps). Would you like to add an internal note or check other tickets?
```

## Capabilities

### Track and list service requests
You can pull a full list of open tickets, sort them by priority, or check the status of one specific ticket number.

### Manage user accounts
The MCP pulls account data to confirm who is submitting a request, which is key for triage and escalation.

### Find instant knowledge articles
Retrieve relevant solutions or procedures from your internal knowledge base using simple search queries.

### Create new support tickets
If the conversation reveals a totally new issue, you can generate and submit a formal ticket right away.

### Monitor service level agreements (SLAs)
The system tracks response times and flags tickets that are nearing or have passed their required resolution deadlines.

## Use Cases

### A customer calls about a billing error.
The agent first checks the user's account details with `list_account_users` to verify their subscription status. They then check the knowledge base using `list_kb_articles` for known billing issues, and finally use `get_ticket_details` to ensure all past communications are reviewed before replying.

### Running a daily shift report.
The lead uses `list_tickets` to get the master list of open requests. They then cross-reference this data with `list_ticket_categories` to see if 'Security' tickets are growing faster than 'Billing' tickets, helping them allocate staff time.

### A feature request needs tracking.
Instead of manually opening a form, the agent uses the MCP to create a new ticket with `create_support_ticket`, ensuring it gets routed into the correct category and assigned to the right internal team.

### Handling an urgent outage report.
The agent runs a check using `list_tickets` filtered by 'Critical' status. If they find an issue with login errors, they use `get_ticket_details` to pull the full history and immediately reply to the client.

## Benefits

- You instantly know the account context. Instead of manually looking up a user's status in another system, you simply ask your agent to check the user details using `list_account_users` and get an immediate answer.
- Avoid losing time on research. When troubleshooting, pull relevant solutions straight from your knowledge base by calling `list_kb_articles`, so you can draft a reply instantly without switching tabs.
- Keep track of everything with one prompt. Use `list_tickets` to see all open items and get an immediate breakdown of who is assigned what and how many tickets exist in each category using `list_ticket_categories`.
- Never miss a deadline again. The MCP monitors your SLAs, flagging critical issues that are approaching breach status so you can prioritize work immediately.
- Seamless follow-up actions. If the conversation dictates it, you can create a new ticket with `create_support_ticket` or update an existing one using `get_ticket_details`, all without leaving your AI client.

## How It Works

The bottom line is you tell your AI client what support action you need; this MCP finds the right tool and executes it for you.

1. Subscribe to this MCP, then enter your Jitbit Help Desk URL along with the necessary username and password.
2. Your AI client authenticates. It now has access to all ticket data, user records, and knowledge base articles.
3. You prompt your agent with a task—for example, 'What are the open critical tickets?'—and it returns structured data immediately.

## Frequently Asked Questions

**How do I use the list_tickets tool with Jitbit?**
The `list_tickets` tool provides a master view of all tickets. You can ask your agent to filter this list by status (open/closed) or category, which is better than trying to manually sort through hundreds of entries.

**Can I find out if a user exists using the Jitbit MCP?**
Yes. The `list_account_users` tool checks your helpdesk database for active accounts. This is useful before you attempt to create a ticket, as it verifies account viability.

**What happens when I run list_kb_articles?**
This calls the knowledge base and returns summaries of articles related to your current topic. It doesn't just give you titles; it gives you actionable context that helps draft a precise reply.

**Does Jitbit MCP track SLA breaches?**
It does. The system constantly monitors response and resolution times, allowing you to easily check which tickets are nearing or have passed their service level agreement deadlines.

**What happens when I use get_ticket_details for a ticket ID that doesn't exist?**
The tool returns a specific 'Not Found' error message. Your agent can interpret this failure and prompt the user to check their input ID or try listing tickets first.

**Are there rate limits when I run list_tickets, and how do I manage them?**
The MCP handles throttling automatically. If your calls exceed the API limit, your agent receives a specific HTTP error code. You should implement retries with exponential backoff.

**How can I filter results when calling list_account_users to check for roles or groups?**
You pass optional filters directly into the tool call parameters. This allows your agent to narrow down users based on specific criteria, like 'admin' or 'support staff'.

**What information does create_support_ticket require before I can submit a new ticket?**
You must provide at least a title, description, and priority level. The tool will validate these inputs to ensure the ticket is correctly formatted for Jitbit.

**Can I manage tickets and reply to customers through the AI agent?**
Yes. List tickets with filters, inspect individual tickets with full history, create new tickets, update status, and reply to customers or add internal notes.

**Does Jitbit require a self-hosted URL?**
Yes. Jitbit can be self-hosted or cloud-hosted. Provide your instance URL (e.g., `https://helpdesk.company.com`), username, and password. Authentication uses HTTP Basic Auth (Base64 encoded) against `{url}/api`.

**Can I track SLA compliance across tickets?**
Yes. Tickets include response and resolution time metadata. Monitor SLA compliance by checking time-to-first-response and time-to-resolution against your SLA targets.