List of Available MCP Tools in BoldDesk
The hosted BoldDesk MCP Server provides a focused set of tools that enable AI assistants and MCP-compatible clients to perform common help desk operations. These tools allow AI agents to interact with tickets, conversations, users, and approval workflows while respecting the authenticated user’s permissions and access scope.
Ticket Management Tools
Ticket management tools support the complete lifecycle of a support ticket.
| Tool | Description |
|---|---|
| Create Ticket | Create a new support ticket with subject, description, priority, category, and custom fields. |
| Update Ticket | Update ticket properties such as priority, category, assignee, or custom fields. |
| Update Ticket Status | Change a ticket’s status using valid status transitions. |
| Get Ticket | Retrieve ticket details including status, priority, requester, assignee, and metadata. |
| List Tickets | View tickets within the authenticated user’s scope using supported filters. |
Ticket History and Link Tools
These tools help AI agents review ticket activity and manage relationships between tickets or external resources.
| Tool | Description |
|---|---|
| List Ticket History | Retrieve the history of a ticket, including changes made to ticket properties and recorded system events. |
| List Ticket Links | Retrieve all linked tickets associated with a specific ticket, including related, parent, and child relationships. |
| Create Ticket Link | Create a relationship between tickets, such as related, parent, or child links. |
| Create Ticket Web Link | Associate an external web URL with a ticket for reference purposes. |
Conversation Management Tools
Conversation management tools allow AI agents to interact with ticket discussions and communication history.
| Tool | Description |
|---|---|
| Add Ticket Message | Add a public reply, public note, or internal note to a ticket conversation. |
| Get Ticket Messages | Retrieve the paginated conversation history of a ticket, including replies and notes. |
Discovery and Metadata Tools
These tools provide account and configuration information required for dynamic workflows.
| Tool | Description |
|---|---|
| Get User Info | Return tenant information, agent identity, accessible brands, and available forms. |
| Get Ticket Fields | Retrieve ticket types and fields, including API names, field types, and allowed values. |
| Get Ticket Statuses | Return valid status transitions based on a ticket’s current status. |
When to Use Discovery Tools
Use discovery tools before performing actions when the client must:
- Populate valid values for ticket fields (including custom fields).
- Validate allowable ticket status transitions.
- Determine which brands or forms the authenticated user can access.
Search and Lookup Tools
Search tools help locate customers, agents, and groups for ticket routing and assignment.
| Tool | Description |
|---|---|
| Search Contacts | Find customers by email address, name, phone number, or contact ID. |
| Search Agents | Find agents by name or identifier for ticket assignment. |
| Search Groups | Locate agent groups or teams by name or identifier. |
| Search Contact Groups | Search contact groups by name or identifier. |
Activity Tools
Activity tools enable users to create, track, and retrieve activity tickets within their authorized scope. They support activity management workflows by allowing users to create new activities, view existing activities with filters, and access detailed information such as status, priority, assignee, and related metadata.
| Tool | Description |
|---|---|
| Create Activity | Create a new activity ticket with subject, description, priority. |
| List Activity | View activity within the authenticated user’s scope using supported filters. |
| Get Activity Details | Retrieve activity details including status, priority, assignee, and metadata. |
| Update Activity | Update activity properties such as priority, status, assignee, and due date. |
| Add Activity Comment | Add a comment to an activity. |
Approvals Tools
Approval tools allow approval-based workflows to be managed through MCP clients.
| Tool | Description |
|---|---|
| Create Approval Request | Create and manage approval requests associated with support tickets. |
| List Approvals | View approval requests assigned or requested by authenticated user’s scope using supported filters. |
| Get Approval Details | Retrieve approval request details including status, requested by, approvers, and metadata. |
| Submit Approval Response - Approve/Reject/Cancel | Submit an approver decision by approving, rejecting, or cancelling the request. |
Knowledge Base Tools
Knowledge Base tools allow AI agents to browse, search, retrieve, and create Knowledge Base content directly from MCP-compatible clients.
| Tool | Description |
|---|---|
| Get Section Tree View | Retrieve the Knowledge Base category and section hierarchy. |
| List KB Articles | List Knowledge Base articles using available filters and pagination options. |
| Search KB Articles | Search Knowledge Base articles using keywords or phrases. |
| Get KB Article Details | Retrieve detailed information and content for a specific Knowledge Base article. |
| Create KB Article | Create a new Knowledge Base article within a specified section. |
Worklog Tools
Worklog tools enable AI agents to track and retrieve time spent on tickets and activities.
| Tool | Description |
|---|---|
| List Worklogs | Retrieve worklogs recorded against a ticket or activity, including logged time and billable status. |
| Add Worklog | Add a billable or non-billable worklog to a ticket or activity. |
Recommended First Test
Before performing actions such as creating or updating tickets, verify your MCP connection using a read-only request.
| Example Prompt |
|---|
| Show me my open tickets |
This confirms that authentication, permissions, and connectivity are working correctly before running action-oriented tools.
