Helpdesk MCP server

Connect Helpdesk to Claude, ChatGPT, Cursor, Claude Code, Codex, Gemini, GitHub Copilot and any other MCP client, for your whole team. Metorial adds security, governance, and tracing, and gives everyone one Magic MCP URL to connect.

What you can do with the Helpdesk MCP server

Ask your agent in plain language. Each of these maps to a real tool on the server.

  • Use the delete ticket tool in Helpdesk
  • Use the list tickets tool in Helpdesk
  • Use the get report tool in Helpdesk
  • Use the manage macros tool in Helpdesk
  • Use the get ticket tool in Helpdesk
  • Use the manage rules tool in Helpdesk

Supported Tools

delete_ticket

Delete Ticket

Permanently delete a HelpDesk ticket by its ID. This action is irreversible and will remove the ticket and all associated data including messages, attachments, and activity history.

list_tickets

List Tickets

List and search HelpDesk tickets with filtering, sorting, and pagination. Use filters to narrow results by status, team, assignee, tags, requester email, date ranges, or free-text search. Supports cursor-based pagination for large result sets.

get_report

Get Report

Fetch reporting data from HelpDesk. Available report types: new-tickets, ticket-sources, ticket-rating, agent-rating, rating-per-agent, rating-per-team, ticket-status, tickets-status-per-agent, tickets-status-per-team, response-time, response-time-per-agent, response-time-per-team, resolution-time, resolution-time-per-agent, resolution-time-per-team, new-tickets/24h-distribution, ticket-sources/24h-distribution, ticket-rating/24h-distribution, ticket-status/24h-distribution, response-time/24h-distribution, resolution-time/24h-distribution, failed-outgoing-emails, tickets-status-duration, tickets-status-duration-total, tickets-status-duration-per-agent, tickets-status-duration-per-team.

manage_macros

Manage Macros

Manage HelpDesk macros. Supports listing all macros, getting a specific macro by ID, creating new macros, updating existing macros, and deleting macros. Macros are reusable sets of actions that can be applied to tickets.

get_ticket

Get Ticket

Retrieve the full details of a single HelpDesk ticket by its ID. Returns complete ticket information including events (messages and activity), requester details, tags, custom fields, rating, and merge status.

manage_rules

Manage Rules

Manage HelpDesk automation rules. Supports listing all rules, getting a specific rule by ID, creating new rules, updating existing rules, and deleting rules. Rules define automated triggers and actions for ticket processing.

update_ticket

Update Ticket

Update an existing HelpDesk ticket. This is a flexible tool that combines core ticket updates, tag management, follower management, and silo movement into a single operation. Only provide the fields you want to change; all optional fields that are omitted will remain unchanged.

query_audit_log

Query Audit Log

Query the HelpDesk audit log to retrieve a history of actions performed in the account. Supports filtering by action type, entity type, author, and date range with pagination.

create_ticket

Create Ticket

Create a new HelpDesk ticket. A subject, requester email, and first message are required. Optionally set initial status, priority, team assignment, agent assignment, tags, followers, CC recipients, and custom field values.

manage_agents

Manage Agents

List, get, create, update, and delete HelpDesk agents. Agents are team members who handle tickets and customer communication. Use this tool to manage the agents in your HelpDesk account, including their roles, team assignments, and autoassignment settings.

manage_tags

Manage Tags

List, get, create, update, and delete HelpDesk tags. Tags are labels that can be applied to tickets for categorization, filtering, and automation. Tags can optionally be scoped to specific teams.

manage_canned_responses

Manage Canned Responses

List, get, create, update, and delete HelpDesk canned responses. Canned responses are pre-written reply templates that agents can quickly insert into ticket replies to save time and ensure consistent messaging. They can have keyboard shortcuts and be scoped to specific teams.

manage_teams

Manage Teams

List, get, create, update, and delete HelpDesk teams. Teams are used to organize agents into groups for ticket routing, assignment, and collaboration. Each team can have its own set of agents, tags, and canned responses.

manage_custom_fields

Manage Custom Fields

List, get, create, update, and delete HelpDesk custom fields. Custom fields allow you to add additional structured data to tickets beyond the default fields. They support different data types (single line text, multi-line text, URL, date) and can be scoped to specific teams with configurable edit permissions.

merge_tickets

Merge Tickets

Merge or unmerge HelpDesk tickets. In "merge" mode, multiple child tickets are merged into a single parent ticket, consolidating their conversations. In "unmerge" mode, a previously merged ticket is separated back into individual tickets.

send_rating_request

Send Rating Request

Send a customer satisfaction rating request email to the requester of a HelpDesk ticket. The requester will receive an email allowing them to rate their support experience as good, neutral, or bad, with an optional comment.

send_ticket_message

Send Ticket Message

Add a plain-text public reply or private internal note to an existing HelpDesk ticket.

list_licenses

List Licenses

Identify the HelpDesk account accessible to this connection, including its license ID, company name, and default team. Normally one license is returned.

list_views

List Views

List the saved HelpDesk ticket views available to this connection, including their IDs, names, and ticket filters.

Connect Helpdesk to your AI client

Every client uses the same Magic MCP URL, and so does any other MCP client. Add it once and sign in with SSO.

  1. Enable Helpdesk in Metorial. In your Metorial portal, enable the Helpdesk MCP server and sign in with the account that owns the data. Access stays governed by your team policies.
  2. Add a custom connector. Open Customize, then Connectors. Select Add, then Custom, then Web.
  3. Paste your Metorial MCP URL. Name it Metorial, paste your Magic MCP URL (<your-magic-mcp-url>) and continue.
  4. Sign in. Select Add and sign in to load Helpdesk tools.

Run Helpdesk through the Metorial gateway

One governed layer for every app your agents reach, not a separate connector per tool.

  • Give Helpdesk and every other app to your whole team through one MCP gateway, behind your SSO.
  • Scope which teams and agents can use Helpdesk tools with role-based access control, and trace every call.
  • Prefer to run it yourself? Metorial is open source and self-hostable.

More integrations teams use with Helpdesk

Notion

Create, read, update, and archive pages and databases in a Notion workspace. Manage blocks (paragraphs, lists, headings, embeds, etc.) within pages. Query databases with filters and sorts across rich property types including text, numbers, dates, selects, relations, and formulas. Search across pages and databases by title. Add and read comments on pages and blocks. Upload files to pages. Manage workspace users and retrieve user profiles.

GitHub

Manage repositories, issues, and pull requests. Create and configure branches, star repositories, review code, and merge changes. Automate CI/CD workflows with GitHub Actions, manage workflow runs, secrets, and artifacts. Track issues with labels, milestones, and assignees. Search across code, repositories, issues, and users. Manage organizations, teams, and memberships. Create and manage projects, gists, packages, deployments, and environments. Access security alerts including code scanning, secret scanning, and Dependabot alerts. Read and write file contents in repositories. Manage webhooks, notifications, and codespaces.

Slack

Slack: connect with bot OAuth or user OAuth to work with messages, conversations, search, files, Canvases, Lists, profiles, reactions, reminders, and workspace productivity settings.

Salesforce

Manage CRM data including Accounts, Contacts, Leads, Opportunities, Cases, and custom objects. Create, read, update, and delete records. Query data using SOQL and search across objects using SOSL. Perform bulk data operations for large-scale imports, exports, and migrations. Execute composite requests to batch multiple operations in a single API call. Access analytics, reports, and dashboards. Manage files and attachments associated with records. Interact with Chatter feeds, posts, and groups for social collaboration. Manage org metadata including custom objects, fields, layouts, and workflows. Query data using GraphQL for precise data retrieval across related objects.

Apolloio

Search and prospect B2B contacts and companies from a database of over 275 million people and 70 million organizations. Enrich people and company data with emails, phone numbers, and firmographic details. Create and manage contacts, accounts, deals, and tasks. Add contacts to email sequences and manage sequence statuses. Log and search call records. Perform bulk operations for contact creation, account creation, task creation, and data enrichment.

Sharepoint

Manage SharePoint sites, document libraries, lists, and files. Create, read, update, and delete lists and list items with custom columns. Resolve site users to numeric Person/Group LookupId values. Upload, download, move, copy, and version files in document libraries. Search across sites, files, folders, lists, and list items using Microsoft Search. Manage permissions at site, list, and item levels with granular access control. Define and manage content types and site columns. Retrieve site properties and search for sites across Microsoft 365.

Technical notes for Helpdesk

Manage HelpDesk support tickets, assign teams and agents, update ticket status and priority, manage tags and followers, merge and unmerge tickets, send public replies and private notes, request customer ratings, manage automation rules and reusable responses, query reports and audit logs, and discover the connected license and saved ticket views.

Frequently asked questions

Common questions about connecting Helpdesk to AI agents with Metorial.

  1. How many tools does the Helpdesk MCP server have?
    The Helpdesk MCP server exposes 19 tools, including Delete Ticket, List Tickets, Get Report. Each one is governed and traced through Metorial.
  2. Helpdesk exposes tools your agents call on demand; it does not publish event triggers yet. Everything still runs through one governed MCP URL.
  3. Any MCP client, including VS Code, Windsurf, Zed, OpenCode and Grok. Each one reaches the Helpdesk MCP server through the same Metorial URL.
  4. Use role-based access control to decide which teams, users, and agents can use Helpdesk and which of its tools they can call.
  5. Yes. Metorial is open source, so you can run the Helpdesk MCP server yourself or use the hosted gateway.

Connect Helpdesk to production AI agents

See how Metorial gives your team governed access to Helpdesk, with tracing and security controls built in.