HelpDesk MCP Server

The HelpDesk MCP (Model Context Protocol) server enables LLMs like Claude to create tickets, tasks, and interact with your HelpDesk system through natural language.

Overview

The MCP server is deployed as a Firebase Cloud Function (Gen 2, running on Cloud Run) and supports both HTTP and SSE transports. It exposes the following tools:

Tool	Description
`create_ticket`	Create a new support ticket
`create_task`	Create a new task
`list_tickets`	List tickets with optional status filter
`get_ticket`	Get details of a specific ticket
`search_tickets`	Search tickets by keyword
`add_ticket_reply`	Add a reply to a ticket
`list_tasks`	List tasks with optional status filter

Getting an API Key

Option 1: Self-Service Portal (Recommended)

Users can generate their own API keys via the MCP Auth Portal:

Visit https://your-helpdesk-url/mcp
Sign in with Google
Click “Create New Key”
Enter a name for your key (e.g., “Claude Desktop”)
Select your tenant
Copy the key immediately - it won’t be shown again!

The portal also shows:

All your existing API keys
Usage statistics (last used, total calls)
Ability to delete keys

Option 2: Legacy Static Key (Admin Only)

For backward compatibility, admins can set a shared API key:

# Generate a random API key
openssl rand -hex 32

# Set it as a Firebase secret
firebase functions:secrets:set MCP_API_KEY

Note: User-generated keys (starting with hdsk_) are preferred as they:

Are tied to individual users for accountability
Can be revoked without affecting other users
Track usage per key
Automatically associate with the correct tenant

Setup

1. Deploy the Function

Deploy the MCP function to Firebase:

cd /path/to/HelpDesk
./deploy.sh --functions-only

Or deploy just the MCP function:

firebase deploy --only functions:mcp

3. Get the Function URL

After deployment, note the function URL. It will be displayed as:

Function URL (mcp(us-central1)): https://mcp-XXXXXX-uc.a.run.app

The actual URL for this project is:

https://mcp-a5kjn6gt4q-uc.a.run.app

Using with Claude Code

Claude Code supports MCP servers natively via SSE transport. Add a .mcp.json file to your project root:

{
  "mcpServers": {
    "helpdesk": {
      "type": "sse",
      "url": "https://mcp-a5kjn6gt4q-uc.a.run.app/sse",
      "headers": {
        "X-API-Key": "your-api-key-here",
        "X-Tenant-ID": "default"
      }
    }
  }
}

Or add it via the CLI:

claude mcp add --transport sse --scope project helpdesk https://mcp-a5kjn6gt4q-uc.a.run.app/sse \
  --header "X-API-Key: your-api-key-here" \
  --header "X-Tenant-ID: default"

After adding, restart Claude Code and verify the connection:

Type /mcp to see connected servers
The helpdesk server should show as “connected”

Important: Cloud Run IAM Settings

The MCP Cloud Run service must allow unauthenticated invocations:

Go to Cloud Run console: https://console.cloud.google.com/run
Click on the mcp service
Go to the Security tab
Disable “Use IAM to authenticate incoming requests”

This allows Claude Code to connect while the MCP server still validates API keys in headers.

Using with Claude Desktop

Add the following to your Claude Desktop configuration file:

macOS: ~/Library/Application Support/Claude/claude_desktop_config.json Windows: %APPDATA%\Claude\claude_desktop_config.json

{
  "mcpServers": {
    "helpdesk": {
      "command": "npx",
      "args": [
        "mcp-remote-client",
        "https://mcp-a5kjn6gt4q-uc.a.run.app"
      ],
      "env": {
        "MCP_API_KEY": "your-api-key-here",
        "MCP_TENANT_ID": "default"
      }
    }
  }
}

Note: You’ll need an MCP remote client that supports HTTP transport. Alternatively, you can use the server directly via HTTP or SSE.

Direct HTTP Usage

You can also call the MCP server directly via HTTP:

Initialize Connection

curl -X POST https://mcp-a5kjn6gt4q-uc.a.run.app \
  -H "Content-Type: application/json" \
  -H "X-API-Key: your-api-key" \
  -H "X-Tenant-ID: default" \
  -d '{
    "jsonrpc": "2.0",
    "id": 1,
    "method": "initialize",
    "params": {}
  }'

List Available Tools

curl -X POST https://mcp-a5kjn6gt4q-uc.a.run.app \
  -H "Content-Type: application/json" \
  -H "X-API-Key: your-api-key" \
  -d '{
    "jsonrpc": "2.0",
    "id": 2,
    "method": "tools/list",
    "params": {}
  }'

Create a Ticket

curl -X POST https://mcp-a5kjn6gt4q-uc.a.run.app \
  -H "Content-Type: application/json" \
  -H "X-API-Key: your-api-key" \
  -H "X-Tenant-ID: default" \
  -d '{
    "jsonrpc": "2.0",
    "id": 3,
    "method": "tools/call",
    "params": {
      "name": "create_ticket",
      "arguments": {
        "title": "Printer not working",
        "description": "The office printer on the 3rd floor is showing an error code E-501",
        "priority": "Medium",
        "name": "John Doe",
        "email": "[email protected]"
      }
    }
  }'

Create a Task

curl -X POST https://mcp-a5kjn6gt4q-uc.a.run.app \
  -H "Content-Type: application/json" \
  -H "X-API-Key: your-api-key" \
  -H "X-Tenant-ID: default" \
  -d '{
    "jsonrpc": "2.0",
    "id": 4,
    "method": "tools/call",
    "params": {
      "name": "create_task",
      "arguments": {
        "title": "Order new printer cartridges",
        "description": "Order replacement cartridges for the 3rd floor printer",
        "priority": 2,
        "deadline": "next week"
      }
    }
  }'

Search Tickets

curl -X POST https://mcp-a5kjn6gt4q-uc.a.run.app \
  -H "Content-Type: application/json" \
  -H "X-API-Key: your-api-key" \
  -H "X-Tenant-ID: default" \
  -d '{
    "jsonrpc": "2.0",
    "id": 5,
    "method": "tools/call",
    "params": {
      "name": "search_tickets",
      "arguments": {
        "query": "printer",
        "limit": 5
      }
    }
  }'

Multi-Tenant Support

The MCP server supports multi-tenancy. Pass the tenant ID in the X-Tenant-ID header:

-H "X-Tenant-ID: your-tenant-id"

If not specified, it defaults to "default".

Tool Schemas

create_ticket

Parameter	Type	Required	Description
title	string	Yes	Brief title describing the issue
description	string	Yes	Detailed description
priority	string	No	Urgent, High, Medium, Low, or Background (default: Medium)
name	string	Yes	Name of the submitter
email	string	Yes	Email of the submitter
phone	string	No	Phone number
location	string	No	RCL, RCL-EH, My Home, or Other (default: Other)

create_task

Parameter	Type	Required	Description
title	string	Yes	Brief title for the task
description	string	Yes	Detailed description
priority	integer	No	1-5 where 1 is highest (default: 3)
deadline	string	Yes	ISO date or “today”, “tomorrow”, “next week”, “X days”
assigneeName	string	No	Name of assignee

list_tickets

Parameter	Type	Required	Description
status	string	No	Open, Resolved, Closed, On Hold, Waiting, or All (default: Open)
limit	integer	No	Max results, 1-50 (default: 10)

get_ticket

Parameter	Type	Required	Description
ticketId	string	Yes	The ticket ID to retrieve

search_tickets

Parameter	Type	Required	Description
query	string	Yes	Search query for title/description
limit	integer	No	Max results, 1-50 (default: 10)

add_ticket_reply

Parameter	Type	Required	Description
ticketId	string	Yes	The ticket ID to reply to
message	string	Yes	The reply message
authorName	string	Yes	Name of the person replying
authorEmail	string	Yes	Email of the person replying

list_tasks

Parameter	Type	Required	Description
status	string	No	Created, Assigned, In Progress, Completed, Canceled, or All
limit	integer	No	Max results, 1-50 (default: 10)

Security

Authentication

All requests require a valid API key in the X-API-Key header or as a Bearer token
Two types of keys are supported:
- User keys (format: hdsk_...): Generated via the Auth Portal, tied to a Google account
- Legacy keys: Static keys set via Firebase secrets (for backward compatibility)

Key Storage & Security

User-generated keys are hashed (SHA-256) before storage - raw keys are never stored
Keys are associated with the user’s Firebase UID and email for audit trails
Usage statistics (last used, call count) are tracked automatically

Multi-Tenant Isolation

Each key is associated with a specific tenant
Users can only access data within their tenant
Tenant ID can be overridden via X-Tenant-ID header if needed

Audit Trail

Tickets created via MCP are marked with submitterId: 'mcp-submission'
User-generated keys include the user’s identity in all operations

Troubleshooting

”Invalid or missing API key”

Ensure your API key matches the one set in Firebase secrets:

firebase functions:secrets:access MCP_API_KEY

“Access denied to this ticket”

The ticket belongs to a different tenant. Check the X-Tenant-ID header matches the ticket’s tenant.

Cold Start Delays

The first request after idle may take 2-5 seconds due to Firebase cold start. Subsequent requests are faster.

Claude Code Shows “failed” Status

Check Cloud Run IAM: Ensure “Use IAM to authenticate incoming requests” is disabled in Cloud Run Security settings
Verify the URL: The SSE endpoint is /sse, not the root URL
Restart Claude Code: After changing .mcp.json, restart Claude Code
Test the endpoint manually:
Terminal window
```
curl -H "X-API-Key: your-key" https://mcp-a5kjn6gt4q-uc.a.run.app/sse
```
You should see event: endpoint followed by a URL

Claude Code Shows “needs authentication”

This happens when OAuth fields are expected. The helpdesk MCP uses header-based authentication, not OAuth. Make sure your .mcp.json only contains type, url, and headers fields - no OAuth configuration.

Endpoints

Endpoint	Method	Description
`/`	GET	Server info
`/`	POST	HTTP JSON-RPC transport
`/sse`	GET	SSE transport connection
`/message`	POST	SSE message endpoint (used by SSE clients)