Zendesk Ticketing MCP
This is part of a series about custom MCP servers I've built to connect the systems I work in, so I can generate content from the information they hold, set up workflows that cover multiple tools, and eliminate manual, repetitive work that would otherwise only be possible through the application UI.
What it is
This MCP server reads Zendesk ticket contents, including the user's question and any conversation following. It also reads fields like a user's organization, ticket labels, ticket status, and custom fields like a user's product platform. It is a wrapper around the Zendesk Ticketing API.
Why I built it
Support tickets from users have a wealth of information around issues users experience and agent resolutions, which can reveal opportunities to deflect future tickets with strategic content. But with thousands of tickets in play, it's time consuming and ineffective to manually read through even a subset. AI agent skills using this MCP server can slice tickets into segments, analyze them for common issues and resolutions, and draft troubleshooting articles, FAQs, cheat sheets, and reference material.