feat: tickets tools — list, get, stats - #149
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Adds the first tickets-plugin tool: tickets_rag_search calls the tickets plugin's GET /v2/tickets/rag/search endpoint to retrieve PII-redacted, permission-scoped transcript snippets for a natural- language query, so MCP clients can ground answers in how similar customer issues were resolved. - optional app_id/app_name scoping (cross-app when omitted), limit - gated as a new 'tickets' category (requiresPlugin: tickets, not available by default), read-only - unit tests for param mapping, scoping, empty results, API errors; also verified live against a dev server with RAG enabled Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
…tats Complements tickets_rag_search with the structured query side, so MCP clients can answer questions like "who is answering BMW's latest ticket" (requester_name/segments filter + sort + limit=1): - tickets_list: full /v2/tickets filter surface (status, assignee, team, tag, channel, priority, requester, requester_name substring, audience segments, subject/number search, updated_since, sort, paging). Assignee and team ids are resolved to names via /v2/members and /v2/tickets/teams. requester_name is re-applied client-side so older servers without the filter don't silently return everything. - tickets_get: one ticket by (globally unique) number — detail, SLA, CSAT, and optionally the conversation transcript. - tickets_stats: /v2/tickets/stats performance metrics (volume, backlog, FRT/resolution percentiles, SLA attainment, agent leaderboard, CSAT). All read-only in the plugin-gated tickets category. 893 tests passing; verified live against a dev server (names resolve, transcript renders). Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
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…d plugin Ticket vectorization is no longer owned by the tickets plugin, so the RAG search tool goes with it. The structured tools (tickets_list, tickets_get, tickets_stats) are unaffected. Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
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What
Adds the support-tickets tool set to the MCP server: a new plugin-gated
ticketscategory (requiresPlugin: 'tickets', not available by default), all read-only, so MCP clients (Cee, Claude, etc.) can answer structured support questions.tickets_list— fullGET /v2/ticketsfilter surface: status/category, assignee, unassigned, team, tag, channel, priority, exact requester (email/uid/device),requester_namesubstring (e.g. "BMW"), audiencesegments({"custom.organization": "BMW"}), subject/number search,updated_since, sort + paging. Assignee and team ids are resolved to display names via/v2/membersand/v2/tickets/teams, so "who is answering BMW's latest ticket" returns a person, not an ObjectId.requester_nameis also re-applied client-side so older servers that ignore the parameter don't silently return unfiltered results.tickets_get— one ticket by its globally unique number: detail, tags, SLA breach state, CSAT, and optionally the conversation transcript.tickets_stats—/v2/tickets/stats: volume + daily series, backlog, first-response/resolution p50/p90, SLA attainment, agent leaderboard, busiest hours, CSAT.The
requester_nameserver-side filter ships in countly-platform#874.Validation
tickets_list {requester_name: "jane", sort: "created_at", direction: "desc", limit: 1}→ "assignee: Arturs Sosins";tickets_getrenders the conversation;tickets_statsreturns the metrics blob.🤖 Generated with Claude Code