Tools

You do not need these names to use the server. Ask in plain language and the assistant picks the right tool. The list is here for when you want to know exactly what a connection can do. What each tool returns is bounded by the credential behind it. On an OAuth connection every listing and every single-record read is filtered to the permissions of the person who approved it; an API key reaches the whole workspace. A tool that creates, updates or deletes is also refused when the OAuth connection was approved without the matching permission. See Authentication.

Tickets

Tool	What it does
`ListTickets`	Lists the tickets the caller can access, newest first, with each ticket’s subject, status, priority, channel, assigned agent and customer. Can be narrowed to one or more statuses.
`GetTicket`	Returns one ticket in full, including its description and the agent, customer, group and tags it is associated with.
`CreateTicket`	Creates a ticket for a customer, identified by their email address. The description becomes the ticket’s first comment, and any `attachments` are attached to it.
`UpdateTicket`	Updates a ticket’s subject, status, priority, category, assigned agent, group or tags, and adds any `attachments` to the ticket’s opening message. A ticket that has no opening message is refused, and the file goes on a comment instead.
`search`	Searches tickets by subject and by the text of their comments, returning up to 25 of the most recent matches, each with a snippet of the matching text.
`fetch`	Returns one ticket in full, with every comment on it and the ticket’s URL.

Tickets are addressed by ticket number or by UUID, so 42 and the UUID both work.

search and fetch are the two tools the ChatGPT connector specification requires, so they overlap with ListTickets and GetTicket rather than adding anything new. They have no separate REST endpoint, which is why they are not linked above.

Comments and drafts

Tool	What it does
`ListTicketComments`	Lists a ticket’s comments in the order they were added, with each comment’s type, author’s email address and body.
`GetTicketComment`	Returns one comment on a ticket, with its type, author’s email address and body.
`CreateTicketComment`	Adds a comment to a ticket, with any `attachments` attached to it. A reply is published where the customer reads it; a note stays internal. Neither is emailed to the customer.
`CreateTicketDraft`	Saves an unsent draft on a ticket, replacing the draft it already holds of that type, and keeps any `attachments` on it until the draft is sent. Passing `attachments` replaces the files the draft held; omitting it leaves them alone, and an empty array clears them. A reply drafted for an agent gets that agent’s saved signature appended.

A ticket holds at most one draft per comment type. There is no tool for reading a draft back, or for editing a comment once it is posted.

Attachments

A tool call carries JSON, never a file, so a file reaches the workspace one of two ways. Either route ends with a signed_id to pass in attachments on CreateTicket, CreateTicketComment, UpdateTicket or CreateTicketDraft.

Tool	What it does
`UploadAttachment`	Stores a file that is already published on the web, by fetching it from its https address. One call, and the assistant needs no ability of its own to move the file.
`CreateAttachmentUpload`	Reserves storage for a file on the caller’s machine and returns an `upload_url` with the `upload_headers` to send. The assistant then sends the bytes itself with an HTTP `PUT`, so this route needs a client that can make that request - a terminal-based assistant can, a chat-only one cannot.

checksum for a reservation is the base64-encoded MD5 digest of the file, which is the form Content-MD5 takes, not the hex digest.

UploadAttachment is the one tool where NeetoDesk makes an outbound request to an address the assistant chose. The address must be https, and one that resolves onto a private or link-local network is refused, so the tool cannot be steered at infrastructure that is only reachable from inside NeetoDesk. The file also has to be reachable without credentials, which means the tool cannot read anything behind your own login.

A signed_id is only accepted in the workspace that uploaded it. A reservation whose bytes never arrived is refused at attach time rather than left as a broken attachment, and a file that is never attached to anything is cleaned up automatically. Attaching applies the workspace attachment limit, 10 MB by default, which is smaller than the 50 MB upload limit. A file between the two is stored but refused at attach time. UpdateTicket adds files to the ticket’s opening message, beside the ones already there, and a ticket with no opening message cannot take them that way. A draft only holds the ids until it is sent, so nothing is attached to the ticket at that point.

Customers

Tool	What it does
`CreateCustomer`	Creates a customer. At least one email address is required, and the first one given becomes the primary.

There is no tool for reading or updating a customer. A ticket reports its customer’s email address, so read the ticket instead.

Team members

Tool	What it does
`ListTeamMembers`	Lists active team members with their ID, email address, name, time zone and role. Can be narrowed to one exact email address.
`GetTeamMember`	Returns one active team member’s email address, name, time zone and role.
`CreateTeamMember`	Invites one or more people to the workspace. Each address is emailed an invitation unless invitation emails are turned off.
`UpdateTeamMember`	Updates a team member’s email address, name, time zone or role.
`DeleteTeamMember`	Deactivates a team member, ending their access. Their user record is kept so the tickets and comments they handled stay attributed to them.

Managing team members needs the member-management permission on the connected account.

Forms

Tool	What it does
`ListForms`	Lists the workspace’s enabled web forms, the forms through which customers raise tickets.

Reports

Tool	What it does
`GetTicketReports`	Reports how many tickets entered each status over a date range.
`GetTicketTimeSeriesReport`	Reports how many tickets were opened and how many were closed on each day of a date range.
`GetAgentReports`	Reports each agent’s average first-response time, average resolution time, and assigned and closed ticket counts over a date range, fastest first.
`GetGroupReports`	The same metrics per group instead of per agent.
`GetSurveyReports`	Reports how customers answered each satisfaction survey over a date range, as a count per answer choice.

Workspaces

Tool	What it does
`ListWorkspaces`	Lists the workspaces this connection can reach. Other tools take a `workspace` argument to target one of them.

An OAuth grant covers every workspace ticked on the Authorize access screen, which can be more than one. An API key covers the workspace it was generated in.

Getting Started

Reference

Tickets

Comments and drafts

Attachments

Customers

Team members

Forms

Reports

Workspaces

​Tickets

​Comments and drafts

​Attachments

​Customers

​Team members

​Forms

​Reports

​Workspaces

Tickets

Comments and drafts

Attachments

Customers

Team members

Forms

Reports

Workspaces