hdls Support

hdls Support is a full helpdesk your assistant runs end to end — tickets, the back-and-forth conversation on each one, a searchable knowledge base, and the requesters (your customers) who raise them. No agent console to log into: your assistant creates tickets, drafts replies, and closes them out.

The headline entity is the ticket. Requesters are first-class external parties, so a ticket always knows who it's for. suggest_reply and search_kb lean on the knowledge base to answer faster, and semantic_search_tickets finds similar past issues by meaning, not just keywords.

Common workflows

Handle an incoming issue: create_ticket → search_kb / suggest_reply → add_message → set_status.
Deflect with knowledge: search_kb before replying; reuse the best article.
Find precedent: semantic_search_tickets to surface how similar tickets were resolved.

hdls Support is a headless, MCP-native helpdesk & ticketing backend. It manages tickets, conversations, and a knowledge base, operated entirely through named tools your AI assistant calls. It stands in for tools like Zendesk, Intercom — same job, no UI to run.

💬 Just ask

"Open a ticket for Jane about a failed login, then show me all open tickets."

You don't call these tools yourself — just tell your assistant in plain English. Everything below is the reference for when you (or your assistant) want the exact details.

How Support is organized

The headline entity is the ticket — start there, then attach the rest to it. Records connect by reference: a requester links to an org. The message table is an append-only timeline — every change and note lands there and is never edited or deleted.

Entity	Purpose	Relates to
`ticket`	A support request tracked from open through resolution.	`requester`, `org`, `sla_policy`
`org`	Customer organization (account) that requesters belong to.	—
`requester`	End user (customer contact) who submits and follows support tickets.	`org`
`sla_policy`	Service-level targets (first response / resolution) applied to tickets by priority.	—
`kb_article`	Knowledge-base article surfaced to agents/requesters; semantically searchable for suggested replies.	—
`macro`	Reusable canned reply plus optional field actions applied to a ticket in one step.	—
`message`	Append-only conversation timeline for a ticket (public replies and internal notes).	`ticket`

Tools

Call these at https://hdls.ai/api/mcp/support. Required fields you must supply; optional fields refine the call. You never pass tenant_id — it is stamped server-side.

Create

Tool	What it does	Required	Optional
`create_ticket`	Create a new ticket.	`subject`	`requester_id`, `org_id`, `sla_policy_id`, `body`, `status`, `priority`

Update & advance

Tool	What it does	Required	Optional
`set_status`	Set the status.	`id`	`status`
`suggest_reply`	Draft a suggested reply.	`id`	—

Find & read

Tool	What it does	Required	Optional
`search_kb`	Search KB by free-text and/or column filters (tenant-scoped, paginated).	—	`search`, `filters`, `limit`, `orderBy`
`semantic_search_tickets`	Find search tickets by meaning, not just keywords.	—	`search`, `filters`, `limit`, `orderBy`

Timeline

Tool	What it does	Required	Optional
`add_message`	Add a message.	`ticket_id`, `body`	`author_type`, `author`, `is_public`

Field lists come from the product's live schema and are embedded in each tool's own description — read the tool description for the exact, current fields.

Field reference

Every field you can set on each record. Custom fields you add live alongside these in data.

`ticket`

Field	Type	Required	Notes
`requester_id`	id		Links to a `requester`.
`org_id`	id		Links to an `org`.
`sla_policy_id`	id		Links to a `sla_policy`.
`subject`	text	Yes
`body`	text
`status`	text		Lifecycle state.
`priority`	text
`channel`	text
`assignee`	text
`tags`	list		Free-form labels.
`due_at`	timestamp
`solved_at`	timestamp
`data`	json		Free-form JSON — custom fields live here.

`org`

Field	Type	Required	Notes
`name`	text	Yes	Display name.
`domain`	text
`notes`	text
`data`	json		Free-form JSON — custom fields live here.

`requester`

Field	Type	Required	Notes
`org_id`	id		Links to an `org`.
`name`	text	Yes	Display name.
`email`	text
`phone`	text
`data`	json		Free-form JSON — custom fields live here.

`sla_policy`

Field	Type	Required	Notes
`name`	text	Yes	Display name.
`priority`	text
`first_response_mins`	number
`resolution_mins`	number
`is_active`	true / false
`data`	json		Free-form JSON — custom fields live here.

`kb_article`

Field	Type	Required	Notes
`title`	text	Yes	Display name.
`body`	text
`status`	text		Lifecycle state.
`tags`	list		Free-form labels.
`author`	text
`data`	json		Free-form JSON — custom fields live here.

`macro`

Field	Type	Required	Notes
`name`	text	Yes	Display name.
`body`	text
`actions`	json
`is_active`	true / false
`data`	json		Free-form JSON — custom fields live here.

Tailor it with custom fields

Add fields without a schema change. add_custom_field defines one, list_custom_fields shows what's defined, and promote_custom_field (admin) shares a personal field with the whole workspace. The value lives in each row's data (JSON) and is set and read through the normal record tools. See Products, tools & custom fields for the full model.

Roles & safety

Tenant isolation is automatic. Your credential is pinned to one workspace; you never pass tenant_id, and you can only ever see your own data (enforced by Postgres row-level security).
Role-gated. Permissions run reader < member < admin < owner. Installing a product and promoting a custom field workspace-wide need admin/owner.
History is append-only. The message timeline is never edited or deleted — it's your audit trail.

Connect

On the concierge (https://hdls.ai/api/mcp), run install_product({ slug: "support" }) (admin/owner) to enable it for your workspace, then add https://hdls.ai/api/mcp/support as a connector in your assistant — see Connect your assistant.

A worked example

The literal call your assistant makes when you ask it to create the headline record:

Tool: create_ticket
Arguments: {
  "subject": "example"
}

See All products · Connect your assistant · Automation