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SShadowS

Zendesk MCP Server

by SShadowS

create_ticket

Create a new Zendesk support ticket with subject, comment, priority, and status. Supports custom fields including Azure DevOps work item ID.

Instructions

Create a new ticket. Supports named_custom_fields (e.g. ado_work_item_id) and raw custom_fields.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
subjectYesTicket subject
commentYesTicket comment/description
priorityNoTicket priority
statusNoTicket status
requester_idNoUser ID of the requester
assignee_idNoUser ID of the assignee
group_idNoGroup ID for the ticket
typeNoTicket type
tagsNoTags for the ticket
custom_fieldsNoRaw Zendesk custom_fields entries ({id, value}). Escape hatch for fields not in the named map.
named_custom_fieldsNoNamed custom fields. Keys map to Zendesk custom field ids via src/config/custom-fields.js.
Behavior2/5

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

No annotations are provided, so the description carries full burden. It only mentions support for named_custom_fields and raw custom_fields, but lacks details on side effects, permissions, or expected behavior beyond creation.

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?

The description is extremely concise with two sentences. It front-loads the main action and avoids extraneous information.

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

Completeness2/5

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

Given the tool's complexity (11 parameters, no output schema), the description is too brief. It does not explain what the tool returns, required fields beyond the schema, or any constraints, leaving the agent insufficiently informed for correct invocation.

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%, so parameters are documented. The description adds marginal value by noting that custom_fields is an escape hatch and mentioning the ado_work_item_id example, but does not significantly extend understanding 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?

The description clearly states 'Create a new ticket,' indicating the verb and resource. It does not explicitly differentiate from sibling tools like update_ticket, but the name and context make the purpose clear.

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?

No guidance on when to use this tool versus alternatives. The description does not mention use cases, prerequisites, or when to avoid using it.

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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