# Zendesk MCP > Zendesk MCP connects your AI agent directly into the Zendesk platform, letting you manage entire customer service workflows through natural conversation. You can audit ticket queues, look up deep user profiles, and check support group structures without leaving your chat interface. It's comprehensive control over everything from active tickets to organizational details. ## Overview - **Category:** industry-titans - **Price:** Free - **Tags:** ticket-management, customer-service, support-automation, omnichannel-support, issue-tracking, helpdesk ## Description Your AI agent becomes a full-time support operations coordinator for Zendesk. Forget logging into the dashboard just to see if a ticket status changed or who owns an account; you just ask. This MCP lets your client access every corner of your customer service infrastructure, handling everything from retrieving detailed user information to auditing specific ticket tags. You can query all open tickets and filter them using complex search syntax—like finding 'type:ticket status:open tags:escalation'—all in a single chat prompt. It helps you track down the unique IDs for users, groups, or macros when automation needs it. This connection is part of the Vinkius catalog, giving your agent access to thousands of other services too. You manage tickets and user details purely through conversation, making manual data gathering obsolete. ## Tools ### list_macros Shows a list of all canned responses or templates used by your support agents. ### list_tickets Pulls a basic list of every support ticket currently in the Zendesk account. ### get_ticket Retrieves all comprehensive data points for one specific, unique support ticket ID. ### search_tickets Searches tickets using the full Zendesk syntax to find very specific issues across tags and statuses. ### list_users Lists every user account, including both customers and internal agents, in your system. ### get_user Retrieves all detailed information for one specific Zendesk user ID. ### list_organizations Lists every defined organization unit within your support platform. ### list_groups Shows a list of all support agent groups that exist in the Zendesk account. ### list_views Lists shared and personal ticket views, letting you know what dashboards are available. ## Prompt Examples **Prompt:** ``` List all open tickets in Zendesk. ``` **Response:** ``` I found 8 open tickets. The most recent are: 1. 'Login issue' (ID: 501, Priority: High), 2. 'Billing question' (ID: 502, Priority: Normal), and 3. 'Feature request' (ID: 503, Priority: Low). Which one would you like to inspect? ``` **Prompt:** ``` Search for tickets with the tag 'escalation' that are still pending. ``` **Response:** ``` Searching Zendesk... I found 3 pending tickets with the 'escalation' tag: 1. #550 (Escalated to Engineering), 2. #555 (Critical bug report), and 3. #560 (Data recovery request). Would you like the full details for any of these? ``` **Prompt:** ``` Show me the contact info for user ID '123456789'. ``` **Response:** ``` User ID 123456789 found: Name: John Doe, Email: john@example.com, Role: End-user, Organization: Acme Corp. He has 3 active tickets. Would you like me to list them for you? ``` ## Capabilities ### Search and filter ticket queues Find specific support issues by applying complex search criteria across all open or closed tickets. ### Retrieve deep user profiles Get full details on any Zendesk user, including their contact information and which organization they belong to. ### List active support issues Pull a list of all current tickets in the account, giving you key metrics like priority and status. ### Map out team structure View all defined support groups or organizational units to understand who reports to whom. ### Identify system templates List available support macros so you can check which canned responses your agents use. ## Use Cases ### Investigating an Escalated Bug A support manager needs to know if a bug reported last week is still open. They ask the agent to search for tickets with 'tags:escalation'. The agent returns a list of all relevant IDs, allowing the manager to immediately check on its status without running manual reports. ### Onboarding New Team Members A developer needs to understand team permissions. They ask the agent to list_groups and then use get_user for a specific employee ID. The data confirms if the user is in the correct support group, ensuring proper access levels are set up. ### Reviewing Account History A customer success manager needs to prepare a quarterly review. They ask the agent to get_user for the client and list all associated active tickets in one go, giving them the full scope of engagement history. ### Validating Workflow Governance An ops analyst suspects agents are using outdated responses. They use list_macros to view all available templates and confirm that only the current version of the 'Billing Question' macro is in use, ensuring compliance. ## Benefits - Stop clicking through tabs. Instead of manually checking ticket statuses, just ask your agent to list tickets or retrieve details for a specific ID using get_ticket. You get the full context immediately. - No more guessing where information lives. Use search_tickets to find issues based on complex criteria—like filtering by 'type:ticket status:open tags:escalation'—and get an immediate result set. - Quickly identify customers and teams. Listing all users with list_users or checking out organization structures with list_organizations lets you map your entire user base without leaving the chat window. - Audit processes instantly. You can call list_macros to see every available canned response, making it simple for ops teams to verify if agents are using approved templates. - Access core data points immediately. Need a contact's details? Use get_user to pull their name, email, and role right away. This saves minutes of manual navigation on every single request. ## How It Works The bottom line is, you tell your AI client what data you need from Zendesk, and it fetches it directly into the chat window. 1. Subscribe to this MCP and provide your Zendesk Subdomain, Email, and API Token. 2. Connect the service using your preferred AI client (Claude, Cursor, etc.). 3. Ask your agent a question—like 'List all open tickets' or 'Show me the contact info for user ID 12345'. The response comes back immediately. ## Frequently Asked Questions **How do I search for specific open tickets using Zendesk MCP?** You use the search_tickets tool. Just provide the syntax you want, like 'type:ticket status:open tags:escalation'. The agent will run that query and return a list of matching ticket IDs and summaries. **Can Zendesk MCP tell me which support groups exist?** Yes. You use the list_groups tool to see all defined support agent teams in your account, giving you an overview of team structure and responsibilities. **What if I only have a user ID for Zendesk MCP?** Use get_user. This tool takes the specific user ID as input and retrieves all their profile details—name, email, role, and organization membership—in one go. **Does this MCP help me see what macros are available?** Yes, you use list_macros. This tool pulls a comprehensive list of every canned response or template your agents have access to, which is great for auditing workflows. **Can I check all tickets across the account using Zendesk MCP?** You can start by listing all tickets with list_tickets. For a deeper audit, use search_tickets to narrow down the results based on specific filters like priority or tag.