Skip to main content
Glama

Freshdesk MCP by usefulapi

Update ticket

freshdesk_update_ticket
Destructive

Update fields on an existing ticket. Only provided fields are changed. status: 2=Open, 3=Pending, 4=Resolved, 5=Closed. priority: 1=Low, 2=Medium, 3=High, 4=Urgent. Freshdesk REST: PUT /tickets/{id}.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
idYesThe ticket id to update.
tagsNoTags (array of strings).
typeNoTicket type.
sourceNoTicket source: 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedbackwidget, 10=Outbound email.
statusNoTicket status: 2=Open, 3=Pending, 4=Resolved, 5=Closed.
subjectNoTicket subject.
group_idNoId of the group to assign the ticket to.
priorityNoTicket priority: 1=Low, 2=Medium, 3=High, 4=Urgent.
company_idNoId of the company the ticket belongs to.
descriptionNoTicket description, HTML content.
requester_idNoRequester (contact) id.
responder_idNoId of the agent the ticket is assigned to.
custom_fieldsNoCustom field values, keyed by field name.

Schema Changelog

Changes observed during successful MCP inspections.

  1. Changed1 schema field changed
    • changedInput schema / $schema
      Previous value: -"http://json-schema.org/draft-07/schema#"New value: +"https://json-schema.org/draft/2020-12/schema"
  2. First observed

TDQS

B3.2/5.0
Behavior3/5

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

The annotation destructiveHint=true is not elaborated on — no warning that changes may be irreversible, and no mention of permissions or side effects. The description does add genuine context beyond annotations with the partial-update semantics ('Only provided fields are changed') and the REST endpoint, but omits the destructive framing an agent needs.

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

Conciseness4/5

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

Four compact sentences with the core action front-loaded and no filler. The status/priority legends duplicate the schema slightly, which is the only minor waste.

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

Completeness3/5

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

For a 13-parameter mutation tool with no output schema and only a destructiveHint annotation, the description omits auth/permission requirements, reversibility, and error behavior. It is adequate for calling the tool but leaves behavioral gaps that structured fields do not fill.

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 description coverage is 100%, so all 13 parameters are already documented, including the status/priority/source enum legends. The description merely repeats the status and priority mappings, adding no syntax, format, or constraint information beyond the schema.

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 ('Update fields on an existing ticket') and adds the partial-update rule, which distinguishes it from create_ticket and get_ticket implicitly. It does not explicitly name a sibling, but the operation is unmistakable.

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

Usage Guidelines2/5

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

There is no when-to-use or when-not-to-use guidance and no routing to alternatives. Given siblings like reply_ticket and add_note that also mutate a ticket's conversation, an agent gets no signal about which mutation path to choose.

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

Try in Browser

Glama MCP Gateway

Add one secure layer between your agents and this server.