Worktual Ticketing MCP server
Connect Claude, ChatGPT, Cursor, or any MCP-compatible AI assistant to Worktual Ticketing so authorized staff can verify customers, work on tickets, and manage knowledge-base articles using natural language.
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Overview
The Worktual Ticketing MCP server is a remote Model Context Protocol (MCP) server. It lets authorized staff use an MCP client, such as an AI assistant, to read and update Worktual Ticketing data for their own Worktual organization through a set of tools.
The server works with MCP clients that support remote servers over the Streamable HTTP transport with OAuth, including Claude, ChatGPT, and Cursor.
NOTE
The connector always acts as the signed-in staff member. Every request uses that person's organization, role, OAuth scopes, and Ticketing product permissions, so the MCP client can never see or change more than the staff member could in Worktual Ticketing.
Quick start
1. Check prerequisites - confirm your account, role, and client.
2. Connect a client - add the endpoint and sign in with Worktual.
3. Try a prompt - verify the connection with a safe request.
How it works
1. A staff member adds the server URL to their MCP client and signs in with their Worktual account.
2. The Worktual authorization server issues an OAuth access token bound to that staff member and their organization.
3. When the staff member makes a request in natural language, the MCP client calls the matching Ticketing tool and sends the access token as a bearer token.
4. The server validates the token, then checks the OAuth scope, the Ticketing product permission, and the role before running the operation.
5. The server performs the operation in Worktual Ticketing and returns the result to the MCP client.
Server details
Prerequisites
Before you connect, make sure you have:
- A Worktual account with access to the Ticketing product.
- One of the following Ticketing roles: Admin, Agent, or Resolver.
- An MCP client that supports remote MCP servers with OAuth.
- Permission from your organization to connect a third-party application, where your organization requires it.
Connect your MCP client
Connecting takes a few minutes and does not require any code. Your MCP client discovers the authorization server and registers itself automatically.
Claude
Steps to add the server in Claude:
1. In Claude, open Settings and select Connectors.
2. Select Add custom connector.
3. Enter a name, such as Worktual Ticketing, and enter https://ticketing-mcp.worktual.com/mcp as the Remote MCP server URL.
4. Select Add, then select Connect.
5. Sign in with your Worktual account and approve the requested Ticketing permissions.
NOTE
Adding custom connectors may depend on your Claude plan, and on organization settings managed by your Claude administrator.
Other MCP clients
Steps for any other MCP client:
1. Open the connector, app, or MCP server settings in your client.
2. Add a remote MCP server with the URL https://ticketing-mcp.worktual.com/mcp.
3. Select Connect or Sign in.
4. Sign in with your Worktual account and approve the requested Ticketing permissions.
5. Return to your client. The Ticketing tools are now available.
TIP
You never need to copy access tokens or call the OAuth endpoints yourself. Menu names differ between clients. For exact steps, see your client's own documentation for adding a remote MCP server.
Available tools
The server exposes eleven tools across three areas: customers, tickets, and the knowledge base. Tools are grouped below by read and write access. Whether a staff member can use a tool also depends on their role (see Roles and permissions).
Read access (read-only)
Write access (changes data)
Roles and permissions
A tool call succeeds only when all three of the following allow it:
- OAuth scope granted to the MCP client during sign-in.
- Ticketing product permission on the staff member's account.
- Ticketing role: Admin, Agent, or Resolver.
Admin and Agent can use every tool. Resolver has read access plus internal notes.
IMPORTANT
Role, scope, and product permission are all checked on every call. If any one of them does not allow the operation, the call is denied even if the other two do.
Example prompts
Use these prompts to verify the connection. Review write actions before confirming them in your MCP client. Once connected, staff can ask the MCP client in plain language.
Customers
Check whether the customer ada@example.com exists.Tickets
List the tickets for ada@example.com.Get the status of ticket #1042 for ada@example.com.Create a ticket for ada@example.com with the subject 'VPN unavailable' and a description of the problem.Add an internal note to ticket #1042 saying that the customer was contacted.Knowledge base
Draft a knowledge-base article titled 'Reset a password' with the reset steps.Security
The Ticketing MCP server is designed so that an MCP client can only do what the signed-in staff member is allowed to do, within their own organization.
- All connections use HTTPS.
- Sign-in uses OAuth 2.0 with PKCE (S256).
- Only JSON Web Token (JWT) access tokens signed with RS256 are accepted.
- The server validates each token's signature against the published signing keys, and its issuer (iss), audience (aud), expiry (exp), and subject (sub).
- Every tool call checks the OAuth scope, the Ticketing product permission, and the role.
- The organization is taken from the verified access token. A tool argument cannot select a different organization.
- The MCP access token is never passed through to the Ticketing API.
For details on what data the connector processes and how it is protected, see the Worktual Ticketing MCP Privacy Notice.
OAuth technical reference
NOTE
This section is for developers and MCP client builders. Staff connecting an MCP client do not need these addresses, because compatible clients discover them automatically.
Endpoints
Grants and token lifetimes
The token endpoint is used both to exchange an authorization code for tokens and to refresh an access token. To refresh, send a request with grant_type=refresh_token to:
POST https://oauth.worktual.com/tokenDisconnect and revoke access
Remove the connector
Remove the Worktual Ticketing connector from your MCP client's connector settings. This stops all future requests from that client.
Revoke the Worktual authorization
To revoke the authorization on the Worktual side, use your Worktual account controls or email support@worktual.com.
NOTE
Disconnecting does not delete Ticketing records created before disconnection. Those records follow your organization's Worktual Ticketing retention settings.
Troubleshooting
In this document
Worktual Ticketing MCP server
Overview
Quick start
How it works
Server details
Prerequisites
Connect your MCP client
Available tools
Roles and permissions
Example prompts
Security
OAuth technical reference
Disconnect and revoke access
Troubleshooting
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