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Model Context Protocol (MCP)

Unizo offers an MCP server that integrates ticketing platforms with any LLM provider supporting the MCP protocol. This enables your AI agent to manage tickets, analyze support patterns, and automate customer service workflows across Jira, ServiceNow, Zendesk, and other ticketing systems via a single MCP server.

Supported Tools & Use Cases​

The following tools are available in the Ticketing MCP Server:

Tool NameDescription
list_servicesGet list of available ticket services
list_integrationsGet integrations for a specific service
list_organizationGet organizations for an integration
list_collectionsGet collections (projects/sprints/epics) for an organization
list_ticketsBrowse and search tickets within collections
create_ticketsCreate new tickets with proper categorization
confirm_ticket_creationExtract and confirm ticket details from natural language

list_services​

Get list of available ticket services

Parameters:
None

Returns:
List of available services (e.g., Jira, ServiceNow, etc.)

create_ticket​

Create new tickets with proper categorization and metadata

Parameters:

  • integration : Target ticketing platform integration (required)
  • title : Ticket title/summary (required)
  • description : Detailed ticket description (required)
  • type : Ticket type (incident, problem, change, service_request)
  • priority : Priority level (critical, high, medium, low)
  • assignee : Initial assignee (user or team)
  • labels : Tags for categorization
  • custom_fields : Platform-specific custom fields
  • parent_ticket : Link to parent ticket for sub-tasks

Returns:
Created ticket information

update_ticket​

Modify ticket properties, status, or assignments

Parameters:

  • integration : Target ticketing platform integration (required)
  • ticket_id : Ticket to update (required)
  • status : New ticket status
  • assignee : Reassign to different user/team
  • priority : Update priority level (critical, high, medium, low)
  • labels : Add or remove labels
  • custom_fields : Update custom field values
  • resolution : Set resolution details

Returns:
Update confirmation

add_comment​

Add comments, updates, or internal notes to tickets

Parameters:

  • integration : Target ticketing platform integration (required)
  • ticket_id : Target ticket (required)
  • comment : Comment text (required)
  • visibility : Public or internal comment
  • attachments : Files to attach
  • mentions : Users to notify
  • work_log : Time tracking information

Returns:
Comment confirmation and updated ticket details

Installation​

Prerequisites​

  • A Unizo API key
  • An active Ticketing integration (GitHub, GitHub Enterprise, GitLab, GitLab (Self-Managed), Bitbucket, Azure DevOps, Salesforce, Jira, Jira Data Center, Trello)
  • Node.js v20 or higher

MCP Configuration​

Here is an example configuration for setting up the Unizo SCM MCP server:

{
  "mcpServers": {
    "unizo-ticketing": {
        "command": "npx",
      "args": [
        "mcp-remote",
        "http://api.unizo.ai/mcp/ticketing",
        "--allow-http",
        "--header",
        "apikey:${UNIZO_API_KEY}"
      ],
      "env": {
        "UNIZO_API_KEY": "your_api_key"
      }
    }
  }
}

Client Setup​

For detailed setup instructions with specific AI clients:

Environment Variables​

The following environment variables are required:

Error Handling​

All tools return errors in a consistent format:

{
  "error": {
    "code": "REPOSITORY_NOT_FOUND",
    "message": "Repository 'example/repo' not found"
  }
}

Common error codes:

  • INTEGRATION_NOT_FOUND: Invalid integration ID
  • REPOSITORY_NOT_FOUND: Repository doesn't exist or no access
  • BRANCH_NOT_FOUND: Branch doesn't exist
  • FILE_NOT_FOUND: File path not found
  • RATE_LIMIT_EXCEEDED: API rate limit reached
  • UNAUTHORIZED: Invalid credentials or permissions