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# Update ticket

> Change status, priority, assignee, group, subject or tags of one ticket. Input schema, a tools/call example and an example result.

Source: https://cotlet.dev/docs/mcp/zendesk/update_ticket

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)

Change status, priority, assignee, group, subject or tags of one ticket.

Zendesk MCP tools: https://cotlet.dev/docs/mcp/zendesk.md

MCP tool: `zendesk_write → update_ticket`

Access: write. Confirm: waits for the user's OK before it runs.

Updates the fields you pass and leaves the rest. Priority accepts low, normal, high or urgent if your admin allows them. Tickets cannot be assigned to light agents. Triggers and automations in your Zendesk run as usual after the update, so a status change can email the requester. A ticket cannot return to new once it has left it. By default you confirm each call; you can switch that off for this tool.

## Parameters

| Name | Type | Required | Description |
|---|---|---|---|
| `ticket_id` | integer | yes | Ticket ID from search_tickets or list_view_tickets. |
| `status` | enum | no | open, pending, hold or solved. hold only if an admin enabled On-hold. |
| `priority` | enum | no | low, normal, high or urgent. |
| `assignee_id` | integer | no | Agent user ID from list_agents. |
| `group_id` | integer | no | Group ID from list_groups. |
| `add_tags` | string[] | no | Tags to add, keeping the existing ones. |
| `remove_tags` | string[] | no | Tags to remove. |
| `subject` | string | no | New subject. |

## tools/call

```json
{
  "jsonrpc": "2.0",
  "id": 1,
  "method": "tools/call",
  "params": {
    "name": "zendesk_write",
    "arguments": {
      "operation": "update_ticket",
      "arguments": {
        "ticket_id": 48230,
        "priority": "high",
        "group_id": 3341,
        "add_tags": [
          "billing",
          "refund"
        ]
      }
    }
  }
}
```

## Example response

```json
{
  "content": [
    {
      "type": "text",
      "text": "{ ... same JSON as structuredContent ... }"
    }
  ],
  "structuredContent": {
    "ticket_id": 48230,
    "status": "new",
    "priority": "high",
    "assignee_id": null,
    "group_id": 3341,
    "group": "Billing",
    "tags": [
      "billing",
      "refund"
    ],
    "updated_at": "2026-10-16T09:02:00Z"
  },
  "isError": false
}
```

Previous: [Add internal note](https://cotlet.dev/docs/mcp/zendesk/add_internal_note.md)
Next: [Apply macro](https://cotlet.dev/docs/mcp/zendesk/apply_macro.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.