> ## Documentation Index
> Fetch the complete documentation index at: https://ekso.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticketing

> MCP tools for searching, viewing, and replying to email-based ticket conversations.

## get\_tickets\_by\_email

Find ticket items by the customer's email address. Returns tickets where the inbound sender matches the given email, ordered by newest first. Use [`get_ticket_conversation`](#get_ticket_conversation) to view the full email thread for a specific ticket.

| Property      |     |
| ------------- | --- |
| **Read-only** | Yes |

### Parameters

| Parameter | Type   | Required | Default | Description                           |
| --------- | ------ | -------- | ------- | ------------------------------------- |
| `email`   | string | Yes      | —       | Customer email address to search for. |
| `limit`   | int    | No       | 25      | Maximum number of tickets to return.  |

### Returns

A list of `ItemDto` objects with key, name, status, container, board, cycle, and resource info.

***

## get\_tickets\_by\_mailbox

Find ticket items received by a specific support mailbox. Accepts either the mailbox email address (e.g. `support@company.com`) or the mailbox ID. Returns tickets ordered by newest first. Use [`get_ticket_conversation`](#get_ticket_conversation) to view the full email thread for a specific ticket.

| Property      |     |
| ------------- | --- |
| **Read-only** | Yes |

### Parameters

| Parameter | Type   | Required | Default | Description                          |
| --------- | ------ | -------- | ------- | ------------------------------------ |
| `mailbox` | string | Yes      | —       | Mailbox email address or mailbox ID. |
| `limit`   | int    | No       | 25      | Maximum number of tickets to return. |

### Returns

A list of `ItemDto` objects with key, name, status, container, board, cycle, and resource info.

***

## get\_ticket\_conversation

Get the email conversation thread for a ticket (email-originated item). Returns inbound customer emails and outbound agent replies in chronological order. This is separate from internal annotations/comments — use [`get_annotations_by_owner`](/mcp-tools/annotation#get_annotations_by_owner) for team discussions.

| Property      |     |
| ------------- | --- |
| **Read-only** | Yes |

### Parameters

| Parameter | Type   | Required | Description                      |
| --------- | ------ | -------- | -------------------------------- |
| `itemId`  | string | Yes      | Item ID or key (e.g. `HELP-42`). |

### Returns

A list of `TicketMessageDto` objects in chronological order:

| Field       | Description                                            |
| ----------- | ------------------------------------------------------ |
| `messageId` | Message identifier                                     |
| `direction` | `inbound` (customer email) or `outbound` (agent reply) |
| `sender`    | Sender email address                                   |
| `recipient` | Recipient email address                                |
| `content`   | Message body                                           |
| `dated`     | Message timestamp                                      |

***

## reply\_to\_ticket

Send an email reply to the customer on a ticket. The reply is sent via the mailbox that received the original email. For internal team notes, use [`create_annotation`](/mcp-tools/annotation#create_annotation) instead.

| Property      |    |
| ------------- | -- |
| **Read-only** | No |

### Parameters

| Parameter | Type   | Required | Description                              |
| --------- | ------ | -------- | ---------------------------------------- |
| `itemId`  | string | Yes      | Item ID or key (e.g. `HELP-42`).         |
| `content` | string | Yes      | Reply body text to send to the customer. |

### Returns

A confirmation message with the item key.