Help by DeltaBreen

add_private_note

Add a note to a ticket that only the team sees. The customer is never shown it or emailed about it.

Tool call template

Replace each placeholder with a value matching the input schema. Only required parameters are included; add optional parameters as needed.

{
  "id": 1,
  "jsonrpc": "2.0",
  "method": "tools/call",
  "params": {
    "arguments": {
      "ticket_id": "<ticket_id>",
      "note": "<note>"
    },
    "name": "add_private_note"
  }
}

Input Schema

Name	Required	Description
`note`	Yes	The note, as plain text. Only the team sees it; the customer never does.
`files`	No	Files to keep with the note, seen by the team only: as for reply_to_ticket.
`ticket_id`	Yes	The ticket's id (a uuid), from list_tickets.

Schema Changelog

Changes observed during successful MCP inspections.

Changed1 schema field changedOct 27, 2026
- changedInput schema / properties / files / type
```
Previous value: -[
-  "array",
-  "null"
-]New value: +"array"
```
First observedOct 27, 2026

TDQS

A3.8/5.0

Behavior4/5

Does the description disclose side effects, auth requirements, rate limits, or destructive behavior?

Annotations already declare a non-read-only, non-destructive, non-idempotent write. The description adds the genuinely valuable behavioral fact beyond that: the customer is never shown the note and is never emailed about it, which is the key side-effect an agent must understand. It omits that files can be attached team-only and that notes accumulate on the ticket.

Agents need to know what a tool does to the world before calling it. Descriptions should go beyond structured annotations to explain consequences.

Conciseness5/5

Is the description appropriately sized, front-loaded, and free of redundancy?

Two short sentences, front-loaded with the action and immediately followed by the most decision-relevant fact (customer invisibility). No filler, nothing repeated from the schema.

Shorter descriptions cost fewer tokens and are easier for agents to parse. Every sentence should earn its place.

Completeness4/5

Given the tool's complexity, does the description cover enough for an agent to succeed on first attempt?

For a low-complexity append operation with full schema coverage and clear annotations, the description covers the essential semantics (private, no notification). The only meaningful gap is that file attachments are not mentioned, so an agent reading only the description would not know notes can carry files.

Complex tools with many parameters or behaviors need more documentation. Simple tools need less. This dimension scales expectations accordingly.

Parameters3/5

Does the description clarify parameter syntax, constraints, interactions, or defaults beyond what the schema provides?

Schema coverage is 100% – all three parameters, including the FileToSend sub-schema, are documented in the schema itself. The description restates the team-only visibility of the note but adds no syntax, format, or sizing guidance beyond what the schema provides. Baseline 3 applies.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose4/5

Does the description clearly state what the tool does and how it differs from similar tools?

States a specific verb and resource ('Add a note to a ticket') plus the defining property of that note: team-only visibility. This clearly separates it from a customer-facing reply in concept, though it never names the closest sibling (reply_to_ticket) explicitly.

Agents choose between tools based on descriptions. A clear purpose with a specific verb and resource helps agents select the right tool.

Usage Guidelines3/5

Does the description explain when to use this tool, when not to, or what alternatives exist?

Usage is implied through the visibility distinction – an agent can infer 'internal commentary, not a customer response' – but there is no explicit when-to-use/when-not-to-use statement and no alternative tool is named. The schema's 'as for reply_to_ticket' hint lives outside the description.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

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