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Scored across 104 tools
Many near-duplicate tools exist: search_conversations vs paginated_search_conversations, search_messages vs paginated_search_messages, get_agents vs get_agents_compact, get_macros/get_macros_compact/search_macros, and multiple conversation-list endpoints. Descriptions add useful caveats, but an agent can easily misselect, especially with update_status vs update_conversation_status.
Most tools follow a verb_noun snake_case pattern, but there are notable exceptions such as update_conversationtags, media_upload, overview_charts, public_help_center_search, health_check, and ai_completion. The mix of noun-first and verb-first conventions reduces predictability.
With 104 tools, the surface is far beyond a well-scoped MCP tool set and mirrors a large REST API endpoint-by-endpoint. Many tools are granular or overlapping variants, creating an extreme selection burden for an agent.
Core helpdesk coverage is broad: contacts, conversations, messages, teams, agents, tags, statuses, macros, automations, views, and reports are largely covered. Gaps remain, such as inboxes only being list/get with no create/update/delete, contact notes lacking update, and help-center tools being public read-only.