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# List tickets

> Tickets in the Mailbox by section, channel, type, owner or tag, with status, order number and reply count. Input schema, a tools/call example and an example result.

Source: https://cotlet.dev/docs/mcp/edesk/list_tickets

Docs sections: [Get started](https://cotlet.dev/docs.md) · [REST API](https://cotlet.dev/docs/api.md) · [MCP](https://cotlet.dev/docs/mcp.md) · [SDKs & CLI](https://cotlet.dev/docs/sdks.md) · [Integrations](https://cotlet.dev/docs/integrations.md)

Tickets in the Mailbox by section, channel, type, owner or tag, with status, order number and reply count.

eDesk MCP tools: https://cotlet.dev/docs/mcp/edesk.md

MCP tool: `edesk_read → list_tickets`

Access: read.

Lists tickets the way the Mailbox shows them. status picks the section: new (never answered), to_do, waiting, snoozed, resolved or spam. query searches customer details (name, email, phone) and order details (product name, SKU, order ID) like the Search bar. type is the ticket type as eDesk names it, for example Shipping query, Return request, Cancellation or Negative feedback. last_updated_at is the time of the latest message on the ticket. Pass next_cursor back as cursor for the next page. Use ticket_id with get_ticket, reply_to_ticket and update_ticket.

## Parameters

| Name | Type | Required | Description |
|---|---|---|---|
| `status` | enum | no | new, to_do, waiting, snoozed, resolved or spam. Default: to_do. |
| `query` | string | no | Search text: customer name, email, phone, product name, SKU or order ID. |
| `type` | string | no | Ticket type as eDesk names it, for example Shipping query, Return request, Cancellation, Negative feedback. |
| `channel_id` | integer | no | Channel ID from list_channels. |
| `owner_id` | integer | no | User ID from list_users. Only tickets owned by this user. |
| `tag` | string | no | Only tickets with this tag. |
| `updated_before` | date | no | Only tickets whose latest message is before this date (YYYY-MM-DD). |
| `limit` | integer | no | How many items to return per page. |
| `cursor` | string | no | Next page cursor from the previous call. |

## tools/call

```json
{
  "jsonrpc": "2.0",
  "id": 1,
  "method": "tools/call",
  "params": {
    "name": "edesk_read",
    "arguments": {
      "operation": "list_tickets",
      "arguments": {
        "status": "waiting",
        "updated_before": "2026-10-13"
      }
    }
  }
}
```

## Example response

```json
{
  "content": [
    {
      "type": "text",
      "text": "{ ... same JSON as structuredContent ... }"
    }
  ],
  "structuredContent": {
    "tickets": [
      {
        "ticket_id": 48199,
        "subject": "Parcel has not arrived",
        "status": "waiting",
        "type": "Shipping query",
        "channel": "Amazon UK - Brightside Home",
        "customer": "Emma Wright",
        "owner": null,
        "tags": [],
        "replies": 1,
        "order_number": "026-3350917-1184029",
        "last_updated_at": "2026-10-12 08:15:00"
      },
      {
        "ticket_id": 48177,
        "subject": "Item arrived with a cracked lid",
        "status": "waiting",
        "type": "Return request",
        "channel": "eBay UK - Brightside Home",
        "customer": "Tom Hale",
        "owner": "Marco Silva",
        "tags": [
          "Returns"
        ],
        "replies": 2,
        "order_number": "15-11874-62103",
        "last_updated_at": "2026-10-11 16:40:00"
      }
    ],
    "next_cursor": null
  },
  "isError": false
}
```

Next: [Get ticket](https://cotlet.dev/docs/mcp/edesk/get_ticket.md)

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## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.