Tools provided
Tools the agent exposes — your AI client calls them automatically when it needs them.
- list_sla_policies — List the configured Zendesk SLA policies with their targets and the ticket conditions each applies to.read-onlyidempotentopen internetuses ZENDESK_TOKENZendesk API credential
- search_open_tickets — Find unsolved tickets in a group that have not already been alerted on, newest first.read-onlyidempotentopen internetuses ZENDESK_TOKENZendesk API credential
- get_ticket_metrics — Fetch a ticket's SLA metrics, including reply and resolution times in both business and calendar minutes.read-onlyidempotentopen internetuses ZENDESK_TOKENZendesk API credential
- post_sla_alert — Post one consolidated alert to the support channel listing every at-risk and breached ticket found this run.writeopen internetuses SLACK_BOT_TOKENSlack bot token
- trigger_pagerduty_incident — Open a PagerDuty incident for a single urgent ticket that has breached or is minutes from breaching.writeopen internetuses PAGERDUTY_TOKENPagerDuty REST API key
- mark_ticket_alerted — Record on the ticket that an alert was raised, and tag it so the next run does not alert on it again.writeidempotentopen internetuses ZENDESK_TOKENZendesk API credential
