This article lists all tools exposed by the LiveAgent MCP server. The same tool set is available in both contexts:
- Personal MCP connections (Bearer token or OAuth 2.1) — all tools are available automatically, subject to your role's permissions.
- AI agent MCP connections — the administrator selects an allowed-tools subset when configuring the agent; tools not in that list are blocked even if the flow requests them.
For setup instructions, see MCP Integration for Agents (personal connections) or AI Agents feature overview (automated agents).
Read tools
| Tool | What it does |
|---|---|
| Get ticket messages | Retrieve ticket messages; omit the cursor for a full initial fetch, or provide a cursor to fetch only messages newer than a previous response |
| Get ticket metadata | Read ticket properties such as subject, timestamps, status, priority, department, and assigned agent |
| Get tags | Read the tags currently applied to the ticket |
| Get ticket notes | Retrieve internal ticket notes (agent notes, rule notes, API notes) with cursor-based pagination |
| Get ticket field definitions | Retrieve all ticket field definitions configured for the account, including type-specific metadata such as available values for list types |
| Get ticket field values | Read all ticket field values for a given ticket, each returned with its definition metadata |
| List agents | Retrieve the list of agents available in the account (needed for assignment actions) |
| List departments | Retrieve the list of departments (needed for transfer actions) |
| Search tickets | Search for other tickets in the system to establish context |
Write tools
| Tool | What it does |
|---|---|
| Add tags | Apply one or more tags to the ticket |
| Remove tags | Remove one or more tags from the ticket |
| Add note | Add an internal note to the ticket |
| Set ticket field value | Set a custom ticket field value; creates the value if missing, updates it if present and different |
| Delete ticket field value | Remove a custom ticket field value from the ticket |
| Submit ticket summary | Submit a generated AI summary for the ticket |
| Resolve ticket | Set the ticket status to resolved |
| Reopen ticket | Reopen a previously resolved or answered ticket |
| Assign ticket | Assign the ticket to a specific agent |
| Transfer ticket | Move the ticket to a different department |
Knowledge base tools
Read tools require the knowledgebase privilege; write tools (create and update) additionally require the knowledgebase content manage privilege.
| Tool | What it does |
|---|---|
| List knowledge bases | List all knowledge bases in the account — use this first to discover knowledge base IDs required by other KB tools |
| List KB categories | List knowledge base categories as a tree; optionally scoped to a parent category subtree |
| Search KB articles | Search articles by keyword or phrase, optionally filtered to a category |
| Get KB article | Retrieve the full content of an article; each attachment includes a single-use download URL |
| Create KB article | Create a new article with HTML content in a specified category |
| Update KB article | Update an article's title, body, status, visibility, or category; only fields you specify are changed |
| Create KB category | Create a new category or sub-category for organizing articles |
| Update KB category | Rename, move, reorder, or change the visibility of an existing category |