What is this?
Tools for working your platform’s support queue. Tools marked Reaches the customer email the ticket’s creator.
These tools belong to the Platform MCP and are available only to platform owners and superadmins; every query is limited to your own platform. Each tool shows its Mode: Read runs immediately, Write asks your MCP client to confirm first. There is no permission column — the key’s owner must be a platform owner or superadmin, checked again on every call.
What can I do here?
- Triage the queue and read full ticket threads, including internal notes
- Add internal notes and draft replies for a person to review
- Reply to customers, change status and priority, and assign tickets
- Raise a ticket for a customer by their email
list_tickets
List support tickets of this platform, newest activity first (20 per page, max 50). Filter by status, priority, search text or creator email. Use awaiting_staff to find tickets nobody has answered yet — the triage queue. Returns light rows without the conversation; call get_ticket for the full thread.
Mode: Read
get_ticket
One ticket with its conversation, oldest message first, including staff-only internal notes. Never quote internal notes to the customer. Shows the latest messages when the thread is long.
Mode: Read
get_ticket_stats
Ticket counts: by status, open and in-progress by priority, and how many open tickets nobody has answered yet.
Mode: Read
create_ticket
Raise a new support ticket for a customer, identified by their email. The customer is emailed a “ticket created” confirmation. If no account has that email on this platform, a minimal account is created for it (email not verified), so check the email is right first. Reaches the customer.
Mode: Write
add_ticket_internal_note
Add a staff-only internal note. The customer is never emailed or shown it. Use it for findings, root cause, and draft replies a person reviews before they are sent.
Mode: Write
reply_to_ticket
Send a public reply to the ticket creator: it is emailed to them and visible in their ticket. An open ticket becomes in progress and is assigned to the key owner. Closed tickets are refused. Reaches the customer.
Mode: Write
assign_ticket
Assign a ticket to a person, or clear its assignee. Only to yourself, the platform owner, or your own active team members. Closed tickets cannot be changed.
Mode: Write
update_ticket
Change a ticket’s status and/or priority. Setting closed emails the creator; resolved sends no email (the customer can still reply to reopen it). Reaches the customer.
Mode: Write
Using it for ticket triage
A common setup is a scheduled AI client that works the queue without sending anything on its own:
list_tickets with awaiting_staff to get the queue.get_ticket for each, then add_ticket_internal_note with the verdict and a draft reply.- A person reads the note and sends it, or lets the client call
reply_to_ticket once the drafts have proven reliable.
A ticket with an internal note is no longer “awaiting staff”, which keeps a scheduled run from triaging the same ticket twice. Keep source paths, code and internal details out of public replies; they belong in the internal note.
Troubleshooting / Technical Notes
- A closed ticket can’t be changed. Closed tickets can’t be replied to, assigned or edited.
- A reply emailed the customer.
reply_to_ticket and create_ticket are customer-facing by design; use add_ticket_internal_note for drafts.
- A tool is refused with
403. The key owner isn’t a platform owner or superadmin, or the key was revoked. See errors.
- “Not found” for something I know exists. Everything is limited to your own platform; items of another platform always read as not found.
- A Write tool never seems to run. Your MCP client asks you to approve every Write tool call. Check for a pending approval prompt.
Last modified on October 29, 2026
