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SShadowS

Zendesk MCP Server

by SShadowS

add_ticket_comment

Append a comment to an existing ticket, with internal note or public reply visibility, without altering other ticket fields.

Instructions

Append a comment to an existing ticket. Default visibility is internal (agent-only note) — pass type:'public' to send a reply visible to the requester. Use this rather than update_ticket when you only want to add a comment without changing other ticket fields.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
idYesTicket ID
bodyYesComment body
typeNoComment type: 'public' (visible to end users) or 'internal' (agents only). Default: 'internal'
author_idNoAuthor ID (defaults to current user)
Behavior4/5

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

Discloses default visibility and how to change it. No annotations provided, so description carries the burden. It doesn't mention return value or error conditions, but for a simple append, it's sufficient.

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 concise sentences: first states action, second gives key usage nuance. No wasted words.

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

Completeness5/5

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

Complete for a 4-parameter tool with no output schema. Covers required behavior, parameter defaults, and usage context. No gaps.

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

Parameters4/5

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

Schema coverage is 100%, but description adds context: explains default for type parameter and how to make a public comment. Adds value beyond schema.

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

Purpose5/5

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

The description clearly states the action: 'Append a comment to an existing ticket.' It also distinguishes from sibling tool update_ticket by specifying when to use this tool instead.

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

Usage Guidelines5/5

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

Explicit guidance on when to use (adding a comment without changing other fields) and how to use (default internal, pass type:'public' for requester-visible reply). Mentions alternative tool by name.

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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