--- name: "ticket_update_settings" area: "helpdesk" title: "Change help desk settings" price: "$0.001" method: "POST" url: "https://api.conecto.chat/v1/tools/ticket_update_settings" mcp_server: "https://api.conecto.chat/mcp/helpdesk" auth: "Authorization: Bearer " docs_url: "https://conecto.chat/tools/helpdesk/ticket_update_settings" --- # Change help desk settings (`ticket_update_settings`) Sets the SLA targets per priority, auto-close and the satisfaction survey. Set the help desk's SLA targets, auto-close and satisfaction survey; what you leave out stays as it is. sla: first-response and resolution targets in minutes for each priority, replacing the current ones (a priority left out has none), e.g. {"urgent": {"first_response_minutes": 60, "resolution_minutes": 480}, "normal": {"first_response_minutes": 480, "resolution_minutes": 2880}}. The clock runs around the clock from when a ticket is opened and stops while it waits on the customer (pending); new targets apply to open tickets at once. auto_close_days: resolve tickets that waited on the customer this many days (0 = never). ask_rating_on_resolve: email the requester a one-click Good/Bad survey when a ticket is resolved. Price: $0.001 a call. A call that fails costs nothing. ## Use it when The business promises new response times, or wants ratings or auto-close switched on or off. ## Say this to your agent > Promise a first answer within an hour on urgent tickets and within 8 hours on normal ones, close tickets after 7 quiet days, and ask for a rating when we resolve one. ## Inputs | Name | Type | Required | Description | Allowed values | Default | |---|---|---|---|---|---| | `sla` | object | no | | | | | `sla.low` | object | no | | | | | `sla.low.first_response_minutes` | integer or null | no | 1 to 43,200. | | | | `sla.low.resolution_minutes` | integer or null | no | 1 to 525,600. | | | | `sla.normal` | object | no | | | | | `sla.normal.first_response_minutes` | integer or null | no | 1 to 43,200. | | | | `sla.normal.resolution_minutes` | integer or null | no | 1 to 525,600. | | | | `sla.high` | object | no | | | | | `sla.high.first_response_minutes` | integer or null | no | 1 to 43,200. | | | | `sla.high.resolution_minutes` | integer or null | no | 1 to 525,600. | | | | `sla.urgent` | object | no | | | | | `sla.urgent.first_response_minutes` | integer or null | no | 1 to 43,200. | | | | `sla.urgent.resolution_minutes` | integer or null | no | 1 to 525,600. | | | | `auto_close_days` | integer | no | 0 to 365. | | | | `ask_rating_on_resolve` | boolean | no | | | | ## Example Written for Halverson Cycle & Repair, a bike shop with a repair workshop in Portland, Oregon. MCP: call `ticket_update_settings` on the MCP server `https://api.conecto.chat/mcp/helpdesk` with these arguments: ```json { "sla": { "urgent": { "first_response_minutes": 60, "resolution_minutes": 480 }, "normal": { "first_response_minutes": 480, "resolution_minutes": 2880 } }, "auto_close_days": 7, "ask_rating_on_resolve": true } ``` REST: ```bash curl https://api.conecto.chat/v1/tools/ticket_update_settings \ -H "Authorization: Bearer $CONECTO_KEY" \ -H "Content-Type: application/json" \ -d '{"sla": {"urgent": {"first_response_minutes": 60, "resolution_minutes": 480}, "normal": {"first_response_minutes": 480, "resolution_minutes": 2880}}, "auto_close_days": 7, "ask_rating_on_resolve": true}' ``` ## Response ```json { "call_id": "5f0c8a2e-3b7d-4c1e-9a64-2d8e1f7b0c93", "tool": "ticket_update_settings", "status": "succeeded", "replayed": false, "cost_usd": "$0.001", "balance_usd": "$19.75", "result": { "settings": { "sla": { "normal": { "first_response_minutes": 480, "resolution_minutes": 2880 }, "urgent": { "first_response_minutes": 60, "resolution_minutes": 480 } }, "auto_close_days": 7, "ask_rating_on_resolve": true, "support_inboxes": [ "support@halverson-cycle-repair.useconecto.com" ] } } } ``` `result`: The settings as they now are, in the shape ticket_get_settings returns. ## Errors This tool has no errors of its own. The refusals every tool can give (401 key, 402 balance, 429 limits) are on the errors page: https://conecto.chat/docs/errors.md ## Related - [ticket_list](https://conecto.chat/tools/helpdesk/ticket_list.md): Tickets, newest activity first, filtered by status, priority, requester, tag, field or contact, or as a work queue. Free up to 1,000,000 reads a month. - [ticket_get](https://conecto.chat/tools/helpdesk/ticket_get.md): One ticket with its request, every reply, customer message and note, its fields, SLA state and rating. Free up to 1,000,000 reads a month. - [ticket_create](https://conecto.chat/tools/helpdesk/ticket_create.md): Opens a support ticket for a customer request; the customer is emailed only if you ask. $0.01 a call. - [ticket_reply](https://conecto.chat/tools/helpdesk/ticket_reply.md): Emails the requester a reply in the ticket's thread, with files if needed, or adds a private note, and can set the status. $0.05 a call. - [ticket_update](https://conecto.chat/tools/helpdesk/ticket_update.md): Changes a ticket's status, priority, category, subject, tags, fields, assignee, or the CRM records it is about. $0.01 a call. - [ticket_merge](https://conecto.chat/tools/helpdesk/ticket_merge.md): Merges a duplicate ticket into another: its messages, notes, email threads, tags and fields move over. $0.01 a call. - [ticket_connect_inbox](https://conecto.chat/tools/helpdesk/ticket_connect_inbox.md): Makes an inbox a support inbox: every new email to it opens a ticket, and replies stay in its thread. $0.001 a call. - [ticket_save_template](https://conecto.chat/tools/helpdesk/ticket_save_template.md): Saves a canned reply under a name, with the status and tags it applies whenever it is sent. $0.001 a call. - [ticket_list_templates](https://conecto.chat/tools/helpdesk/ticket_list_templates.md): Every saved reply with its text, status and tags. Free up to 1,000,000 reads a month. - [ticket_delete_template](https://conecto.chat/tools/helpdesk/ticket_delete_template.md): Deletes a saved reply by name. $0.001 a call. - [ticket_get_settings](https://conecto.chat/tools/helpdesk/ticket_get_settings.md): The help desk's SLA targets, auto-close, satisfaction survey setting and support inboxes. Free up to 1,000,000 reads a month. - [ticket_report](https://conecto.chat/tools/helpdesk/ticket_report.md): How support went over the last days: volumes, backlog, response and resolution times, SLA results, ratings, and tickets by channel, priority and tag. Free up to 1,000,000 reads a month.