Custom fields, saved views and insights

With these tools an assistant can read and fill in the workspace's own ticket fields, open the same saved views your team uses in the inbox, and answer "how are we doing?" from the queue totals, the Insights figures and the SLA targets.

Source: _TOOLS in services/runtime/src/runtime/mcp/tools.py, handlers _list_ticket_fields, _set_ticket_fields, _list_saved_views, _get_insights, _get_ticket_stats and _list_sla_policies.

get_ticket_stats and list_sla_policies send the client no read-only hint. Both read and only read.

list_ticket_fields

• Without ticket_id: the workspace's active field definitions.
• With ticket_id: that ticket's field values, under values.
• If the answer is too big to send, whole entries are dropped from values, largest first, and their keys are listed in values_omitted.

Source: _list_ticket_fields and _FIELD_VALUE_MAPS in services/runtime/src/runtime/mcp/tools.py.

set_ticket_fields

• Inputs: ticket_id and values, a list of 1 to 50 {definition_id, value} items. Take each definition_id from list_ticket_fields.
• Fields you do not list are left as they are. A null or empty value clears that field.
• Refusals: fields owned by an integration; an item with keys other than definition_id and value; a definition_id that is not a UUID.
• Returns the ticket's field values after the change, the same shape list_ticket_fields gives for one ticket.

Source: _field_values and _set_ticket_fields in services/runtime/src/runtime/mcp/tools.py.

list_saved_views, and opening one with list_tickets

list_saved_views returns views, at most 200. Each has id, name, shared, filters, applicable and unsupported_filters.

To open a view, call list_tickets with view_id set to the view's id:

• Only limit, offset and workspace_id may be sent with view_id. Any other filter alongside it is refused by name.
• The view is applied whole or not at all. A view whose filters list_tickets cannot apply (applicable: false) is refused, and the refusal names the filters. unsupported_filters tells you this in advance.
• A view filter that holds several values where list_tickets takes one is refused, and the message says to open the view in the helpdesk.

Source: _list_saved_views, _saved_view_filters, _VIEW_APPLICABLE_FILTERS and _VIEW_COMPANION_ARGS in services/runtime/src/runtime/mcp/tools.py.

get_insights

• Inputs, all optional:
  • range is last_24_hours, last_7_days, last_30_days (default) or last_90_days;
  • team and company take an id, or none for tickets with no team or no company;
  • channel;
  • tz is an IANA time zone.
• Returns range, applied, filters and sections: the Insights page's own figures, without the page's layout hints.
• The answer is held to 128 KB. If it must be cut, the list of filter choices gives way before the figures do.

Source: _get_insights, _INSIGHTS_LAYOUT_KEYS and _INSIGHTS_ANSWER_LISTS in services/runtime/src/runtime/mcp/tools.py.

get_ticket_stats

• Input: csat_since_days, from 1 to 365, default 30.
• Returns total, by_status, by_priority, by_source, breach_count and csat.
• The counts come from the same queue route the inbox uses, so they match what the inbox shows.

This tool sits here rather than with the ticket tools because it describes the whole queue, not one ticket.

Source: _get_ticket_stats and _queue_totals in services/runtime/src/runtime/mcp/tools.py.

list_sla_policies

No inputs beyond workspace_id. Returns the response and resolution targets in force and what each applies to. An assistant should read this before telling a customer when to expect an answer.

Source: _list_sla_policies in services/runtime/src/runtime/mcp/tools.py.