Improve ticket-filter guidance: agent_id lookup, status OR, workspace_id

list_tickets struggled to express 'assigned to me and not resolved/closed'.
Document that assignee filtering uses the numeric agent_id (resolve from email
via list_agents first) and that open statuses must be enumerated as
(status:2 OR status:3) since there's no negation. Add workspace_id passthrough
for multi-workspace accounts. Mirror the guidance in the skill reference.

Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>

mcp-server/server.py

@@ -124,15 +124,37 @@ def _coerce_priority(v: Any) -> Any:
 @mcp.tool()
 def list_tickets(query: str | None = None, updated_since: str | None = None,
                  order_by: str | None = None, order_type: str | None = None,
+                 workspace_id: int | None = None,
                  page: int = 1, per_page: int = 30) -> str:
-    """List or filter tickets. With `query`, uses /tickets/filter, e.g.
-    "status:2 AND priority:3". Status 2=Open 3=Pending 4=Resolved 5=Closed;
-    priority 1=Low 2=Medium 3=High 4=Urgent."""
+    """List or filter tickets. With `query`, uses the /tickets/filter endpoint.
+
+    Status codes: 2=Open 3=Pending 4=Resolved 5=Closed.
+    Priority codes: 1=Low 2=Medium 3=High 4=Urgent.
+
+    Building a filter `query`:
+      * Filter by ASSIGNEE with the numeric `agent_id`, NOT an email. To go from
+        an email to the id, call list_agents(email=...) first and read `id`.
+      * "Open / unresolved / not closed" has no negation operator — enumerate the
+        statuses instead: `(status:2 OR status:3)`. Wrap an OR group in
+        parentheses when combining with AND.
+      * Quote string values: `tag:'vip'`. Dates: `created_at:>'2026-01-01'`.
+
+    Examples:
+      * Tickets assigned to agent 21000816864 that are still open:
+            "agent_id:21000816864 AND (status:2 OR status:3)"
+      * Open high-priority:  "status:2 AND priority:3"
+      * Unassigned & open:   "agent_id:0 AND status:2"
+
+    `workspace_id`: accounts with multiple workspaces only search one workspace by
+    default. Pass a workspace id to target another (see an agent's workspace_ids).
+    """
     if query:
-        params = {"query": f'"{query}"', "page": page, "per_page": min(per_page, 100)}
+        params = {"query": f'"{query}"', "workspace_id": workspace_id,
+                  "page": page, "per_page": min(per_page, 100)}
         return _out(_request("GET", "/tickets/filter", params=params))
     params = {"updated_since": updated_since, "order_by": order_by,
-              "order_type": order_type, "page": page, "per_page": min(per_page, 100)}
+              "order_type": order_type, "workspace_id": workspace_id,
+              "page": page, "per_page": min(per_page, 100)}
     return _out(_request("GET", "/tickets", params=params))
 
 

reference.md

@@ -55,11 +55,22 @@ requester is emailed; a note with `"private": true` is internal-only.
 - The whole expression must be URL-double-quoted; `scripts/fs.py` does this when
   you pass `--param query=...` / `--param filter=...`.
 
+Two common gotchas:
+- **Assignee is `agent_id` (numeric), not an email.** Resolve an email to an id
+  first: `GET /agents?email=person@co.com` → read `id`, then filter on it.
+- **No "not" operator for status.** "Open / unresolved / not closed" must be
+  enumerated: `(status:2 OR status:3)`. Parenthesize the OR group when AND-ing it.
+
 Examples:
 - `status:2 AND priority:3`
 - `agent_id:0 AND status:2` — unassigned open tickets
+- `agent_id:21000816864 AND (status:2 OR status:3)` — assigned to an agent, still open
 - `type:'Incident' AND created_at:>'2026-06-01'`
 
+Multi-workspace accounts: `/tickets/filter` searches one workspace by default.
+Pass `--param workspace_id=<id>` to target another (an agent's `workspace_ids`
+lists which ones they're in).
+
 ## Listing vs. filtering
 
 - `GET /tickets` supports `filter` presets (`new_and_my_open`, `watching`,