zendesk-mcp

zendesk-mcp

A Model Context Protocol server that exposes Zendesk ticket read and write tools to Claude Code and other MCP clients.

What it does

• Search, list (paginated), and fetch Zendesk tickets, comments, and attachments
• Create new tickets and update existing ticket fields (including group, custom status, and tags)
• Post public replies and internal notes
• Set ticket status and assign tickets to agents
• Browse and apply views and macros
• Look up users, groups, organizations, and custom statuses
• Read and write time-tracking entries
• Format a ticket as a Markdown issue draft for handoff to a tracker (GitLab, GitHub, Jira)
• Two MCP prompts (analyze-ticket, draft-ticket-response) for ticket analysis and response drafting
• (Optional) Expose Zendesk Help Center articles as an MCP resource
• (Optional) Read linked GitLab issues / MRs / commits via the Git-Zen Zendesk app

Prerequisites

• Python 3.10 or newer
• A Zendesk OAuth client. A Zendesk admin can create one at:

https://<your-subdomain>.zendesk.com/admin/apps-integrations/apis/zendesk-api/oauth_clients Set the redirect URL to http://localhost:8787/callback and request scopes read write.

Install

Install into a project-local virtualenv. Using a venv keeps zendesk-mcp and its dependencies isolated from your system Python and from other projects, and is the recommended path for everything below.

From a clone of this repository:

python3 -m venv .venv
.venv/bin/pip install --upgrade pip
.venv/bin/pip install -e .

For development (also installs pytest):

.venv/bin/pip install -e ".[dev]"

Throughout this README, commands use the venv's binaries via .venv/bin/.... You can instead source .venv/bin/activate once per shell and drop the prefix — the result is the same.

OAuth setup

Run the interactive setup using the venv's Python:

.venv/bin/python -m zendesk_mcp setup

You will be prompted for:

1. Your Zendesk subdomain (e.g. acme for acme.zendesk.com)
2. The OAuth client ID created by your admin
3. The OAuth client secret
4. (Optional) A Git-Zen integration field ID — see Optional: Git-Zen integration
5. (Optional) Whether to enable the Help Center knowledge base resource — see Optional: Help Center knowledge base

The setup opens a browser for the OAuth authorization step, then writes a token to ~/.config/zendesk-mcp/config.json (mode 0600).

If you have no browser, the URL is printed to the terminal — open it on any device, click Allow, and paste the resulting redirect URL back into the prompt.

Register with Claude Code

Register the MCP server using the venv's Python by absolute path. Claude Code launches the server in a fresh shell that does not inherit your activated venv, so the absolute path is required — pointing at a bare python here will fail to import zendesk_mcp.

ZENDESK_MCP_DIR="$(pwd)"   # run this from the repo root, after install
claude mcp add --scope user zendesk -- "$ZENDESK_MCP_DIR/.venv/bin/python" -m zendesk_mcp

Or just inline the absolute path you want:

claude mcp add --scope user zendesk -- /absolute/path/to/zendesk-mcp/.venv/bin/python -m zendesk_mcp

Then add the read tools to permissions.allow in ~/.claude/settings.json to avoid per-call prompts:

{
  "permissions": {
    "allow": [
      "mcp__zendesk__zendesk_get_ticket",
      "mcp__zendesk__zendesk_get_tickets",
      "mcp__zendesk__zendesk_get_comments",
      "mcp__zendesk__zendesk_list_attachments",
      "mcp__zendesk__zendesk_download_attachment",
      "mcp__zendesk__zendesk_search_tickets",
      "mcp__zendesk__zendesk_ticket_to_gitlab_context",
      "mcp__zendesk__zendesk_list_views",
      "mcp__zendesk__zendesk_get_view",
      "mcp__zendesk__zendesk_get_view_tickets",
      "mcp__zendesk__zendesk_list_macros",
      "mcp__zendesk__zendesk_preview_macro",
      "mcp__zendesk__zendesk_search_users",
      "mcp__zendesk__zendesk_get_groups",
      "mcp__zendesk__zendesk_get_group_users",
      "mcp__zendesk__zendesk_get_organization",
      "mcp__zendesk__zendesk_list_custom_statuses"
    ]
  }
}

Write tools (zendesk_post_comment, zendesk_post_internal_note, zendesk_set_ticket_status, zendesk_assign_ticket, zendesk_create_ticket, zendesk_update_ticket, zendesk_log_time, zendesk_add_tag, zendesk_remove_tag, zendesk_apply_macro) are intentionally not in the default allow-list — Claude will prompt you per call.

Tools

Tickets

| Tool | What it does | |---|---| | zendesk_search_tickets | Search tickets by status, priority, type, assignee, requester, tags, or keyword | | zendesk_get_tickets | List tickets with pagination and sorting (page, per_page, sort_by, sort_order) | | zendesk_get_ticket | Get one ticket's metadata | | zendesk_create_ticket | Create a new ticket (subject, description, optional priority/type/assignee_id/requester_id/tags/custom_fields) | | zendesk_update_ticket | Update one or more fields on an existing ticket (status, priority, subject, type, assignee_id, requester_id, group_id, custom_status_id, tags, custom_fields, due_at) | | zendesk_get_comments | Get the conversation thread on a ticket | | zendesk_list_attachments | List attachments on a ticket | | zendesk_download_attachment | Download an attachment to a local cache directory | | zendesk_ticket_to_gitlab_context | Format a ticket and its conversation as a Markdown issue draft | | zendesk_post_comment | Post a public reply on a ticket | | zendesk_post_internal_note | Post an agent-only internal note on a ticket | | zendesk_set_ticket_status | Set ticket status (new, open, pending, hold, solved, closed) | | zendesk_assign_ticket | Assign a ticket to an agent by email or me |

Tags

| Tool | What it does | |---|---| | zendesk_add_tag | Add a tag to a ticket (idempotent) | | zendesk_remove_tag | Remove a tag from a ticket (idempotent) |

Views & Macros

| Tool | What it does | |---|---| | zendesk_list_views | List all active views | | zendesk_get_view | Get a view's filter conditions and execution settings | | zendesk_get_view_tickets | Fetch tickets currently matching a view | | zendesk_list_macros | List active macros with their actions | | zendesk_preview_macro | Preview what changes a macro would make | | zendesk_apply_macro | Apply a macro to a ticket (applies field changes and posts any comment) |

Users, Groups & Organizations

| Tool | What it does | |---|---| | zendesk_search_users | Find users by name or email | | zendesk_get_groups | List all active groups | | zendesk_get_group_users | List the members of a group | | zendesk_get_organization | Fetch an organization including custom fields | | zendesk_list_custom_statuses | List all custom ticket statuses and their IDs |

Time tracking

| Tool | What it does | |---|---| | zendesk_get_time_tracking | Read time-tracking entries for a ticket | | zendesk_log_time | Log a time entry against a ticket |

Git-Zen integration

| Tool | What it does | |---|---| | zendesk_get_git_zen_links | (Git-Zen only) Get linked GitLab issues / MRs / commits for a ticket |

Prompts

The server exposes two MCP prompts that some clients (e.g. Claude Desktop) surface as slash commands:

| Prompt | Argument | What it does | |---|---|---| | analyze-ticket | ticket_id | Asks the model to fetch the ticket and produce a summary, status/timeline, and key interaction points | | draft-ticket-response | ticket_id | Asks the model to fetch the ticket and draft a customer-facing response (with a confirmation step before posting) |

Optional: Git-Zen integration

If your Zendesk instance uses the Git-Zen app, the zendesk_get_git_zen_links tool can read its custom-field payload. Find your instance's Git-Zen custom field ID under Admin → Tickets → Fields (it is a numeric ID), then either set it during .venv/bin/python -m zendesk_mcp setup or edit ~/.config/zendesk-mcp/config.json to add:

{
  "git_zen_field_id": 12345678901234
}

Without this configured, zendesk_get_git_zen_links returns a "not configured" message.

Optional: Help Center knowledge base

If your Zendesk instance has a published Help Center, you can expose its sections and articles as the zendesk://knowledge-base MCP resource. The resource returns a single JSON document covering all sections and articles, cached for one hour.

This is opt-in. Enable it by either answering "y" to the prompt during .venv/bin/python -m zendesk_mcp setup, or by adding the following to ~/.config/zendesk-mcp/config.json:

{
  "knowledge_base_enabled": true
}

When the flag is absent or false, the resource is not registered, keeping the server's resource list empty for instances without a Help Center.

Development

python3 -m venv .venv
.venv/bin/pip install -e ".[dev]"
.venv/bin/pytest

Tests run on Python 3.10, 3.11, and 3.12 in CI (see .github/workflows/test.yml).

License

Apache-2.0

<!-- mcp-name: io.github.michaelrice/zendesk-mcp -->