# UserEcho MCP > UserEcho MCP Server connects your community feedback, helpdesk tickets, and knowledge base into a single chat stream. Your AI client accesses tools to list support requests, track ticket status, query self-service articles, and even create new issues—all without leaving the conversation window. ## Overview - **Category:** collaboration - **Price:** Free - **Tags:** community-feedback, idea-voting, knowledge-base, customer-engagement, support-tickets ## Description UserEcho connects your whole support stack—the community chatter, the helpdesk tickets, and the self-service docs—into one chat flow for your AI client. You don't have to jump between tabs or systems; your agent handles everything right where you are working. It exposes specific tools that let your AI client manage core operations across your UserEcho account. **Managing Support Tickets:** When you need an overview of support requests, the `list_tickets` tool pulls a summary list of all helpdesk issues in your organization, whether they're active or already closed. If you gotta dive deep into one specific case, `get_ticket_details` retrieves the full history and status for any given ticket ID, so you can see every conversation thread that went down. Need to open up a new issue right from chat? You use `create_support_ticket`; it generates an entirely new support ticket in your UserEcho account using just a title and some content. **Searching Documentation:** Your agent doesn't need to guess where the answers are. The `list_kb_articles` tool lets you query and pull a list of every searchable article sitting inside your self-service knowledge base, so you can verify if documentation exists for what the user is asking about. **Reviewing Community Discussions:** To monitor community trends or find out what people are talking about off-the-record, `list_forums` pulls a list of all available public and private discussion forums. For team oversight, `list_account_users` lists every registered user account within the connected UserEcho organization, giving you a directory view of your users and internal team members. ## Tools ### create_support_ticket Generates a new support ticket in your UserEcho account using provided title and content. ### get_ticket_details Retrieves the full status, history, and conversation details for one specific support ticket ID. ### list_kb_articles Lists all searchable articles contained within your self-service knowledge base. ### list_forums Pulls a list of available public and private discussion forums for community monitoring. ### list_tickets Retrieves a summary list of all active and closed helpdesk tickets in your account. ### list_account_users Lists all registered user accounts within your connected UserEcho organization. ## Prompt Examples **Prompt:** ``` List all active support tickets in my account. ``` **Response:** ``` I've retrieved your support tickets. You have 5 active requests including 'Login issue', 'Billing inquiry', and 'Feature request: dark mode'. Which one would you like to see the history for? ``` **Prompt:** ``` Show me the details for ticket #88231. ``` **Response:** ``` I've fetched the details for ticket 88231. The status is currently 'Open' and it concerns a 'Broken checkout link'. The last comment was from the customer 2 hours ago. Shall I reply to them? ``` **Prompt:** ``` Create a support ticket: 'API Timeout error' with content 'Receiving 504 errors on the /v1/users endpoint'. ``` **Response:** ``` Success! The support ticket 'API Timeout error' has been created in your UserEcho account with ID TKT-10293. I've logged the technical details provided. ``` ## Capabilities ### Track Support Tickets List all open helpdesk tickets or fetch the full history and status for a single ticket ID. ### Intake New Requests Create a brand new support ticket directly from your agent's response to a user query. ### Audit User Accounts List all users and team members within the connected UserEcho account directory. ### Review Community Discussion List available discussion forums to monitor community trends, bug reports, or feature ideas. ### Search Documentation Query and list all articles in the self-service knowledge base. ## Use Cases ### New feature request needs logging A customer posts a detailed complaint about the checkout flow in the community forums. You tell your agent: 'Check out the forums for issues.' The agent runs `list_forums`, finds the thread, and then uses its context to prompt you to run `create_support_ticket` with the full user data attached. ### Investigating a billing dispute A team member asks: 'What happened with ticket #10293?' The agent runs `get_ticket_details`, showing that the status is 'Pending' and notes the last interaction was 48 hours ago. This saves the team from manually checking the ticketing dashboard. ### Onboarding a new support rep A manager asks: 'Who are all the people on our support team?' The agent runs `list_account_users`, providing an immediate directory list. This replaces needing to open and audit internal user management tabs. ### Checking self-service gaps A customer asks a niche question about API rate limits. You ask the agent: 'What articles do we have on APIs?' The agent runs `list_kb_articles`, and if the article list is short, you know exactly where to build new documentation. ## Benefits - See a single list of all open issues with `list_tickets`. You don't have to jump into the separate helpdesk portal just to know how many tickets are pending. - Instantly build support documentation. Run `list_kb_articles` to verify if the answer is already in your knowledge base before escalating a ticket using `create_support_ticket`. - Never lose context again. Use `get_ticket_details` to pull up a full conversation history, including timestamps and replies from different users, right when you need it. - Keep track of who's involved. Running `list_account_users` gives your agent visibility into the team structure without needing admin access or separate tools. - Monitor community health. Use `list_forums` to spot emerging trends or recurring bug reports across user discussions before they become official support tickets. ## How It Works The bottom line is you run complex support tasks—like listing ticket history or checking knowledge base articles—using simple conversational prompts. 1. Subscribe to this server. You'll need your UserEcho API Token and Subdomain, found in your developer settings. 2. Connect the credentials to your preferred AI client (Claude, Cursor, etc.) via the MCP Marketplace. 3. Ask your agent a question like, 'Show me all open billing tickets.' The agent runs the necessary tool calls and provides the data directly in chat. ## Frequently Asked Questions **Can I check if an article exists using list_kb_articles?** Yes. Running `list_kb_articles` lets your agent pull a summary of all knowledge base content, helping you determine if self-service documentation already covers the customer's issue. **How do I see old ticket history using get_ticket_details?** You pass the specific Ticket ID to `get_ticket_details`. The agent then retrieves and formats the entire conversation history, showing all comments and status changes for you. **What is the difference between list_forums and list_tickets?** `list_forums` shows community discussions (user-generated content) where people talk about ideas. `list_tickets` only shows formal, tracked support issues submitted through the helpdesk. **Can I use UserEcho MCP Server to create a ticket?** Yep. The tool `create_support_ticket` lets your agent write and submit brand new tickets directly from the chat window, saving you clicks. **How do I use the list_account_users tool to check team permissions?** It returns a comprehensive roster of every user account in your system. You'll see each member’s assigned role and status, letting you quickly confirm who has access to support tools. **Can I narrow down search results when calling list_kb_articles?** Yes, the tool supports filtering by date range and category tags. This means your agent can grab only the most relevant documentation without sifting through every article. **Does calling list_tickets handle pagination if I have thousands of requests?** The API handles large datasets using offset and limit parameters. You simply instruct your agent on where to start and how many results you want at once, regardless of total volume. **What specific data points does list_forums provide?** It returns the name, creation date, and current member count for every active community board. This helps map out the overall structure and size of your user feedback system. **Can I see the full conversation history of a support ticket?** Yes! Use the `get_ticket_details` tool and provide the Ticket ID. Your agent will retrieve the complete metadata and all conversation threads for that specific issue. **How do I list all the help center articles in my account?** Run the `list_kb_articles` query. The agent will retrieve a complete list of all articles currently published in your UserEcho knowledge base. **Is it possible to create a new ticket via AI for a customer?** Absolutely. Use the `create_support_ticket` action. Provide a header and the detailed content, and the agent will instantly log the request in your UserEcho helpdesk.