manage_ticket_conversation
Reply to customer tickets, add internal notes, update conversation details, or list existing threads to keep support workflows on track.
Instructions
Manage ticket conversations — replies, notes, updates.
Args:
action: 'reply', 'add_note', 'update', 'list'
ticket_id: Required for reply, add_note, list
conversation_id: Required for update
body: HTML body content (reply, add_note, update)
from_email: Sender email (reply)
user_id: Agent user ID (reply)
cc_emails: CC email list (reply)
bcc_emails: BCC email list (reply)
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": {
"action": "<action>"
},
"name": "manage_ticket_conversation"
}
}Input Schema
| Name | Required | Description | Default |
|---|---|---|---|
| body | No | ||
| action | Yes | ||
| user_id | No | ||
| cc_emails | No | ||
| ticket_id | No | ||
| bcc_emails | No | ||
| from_email | No | ||
| conversation_id | No |
Output Schema
| Name | Required | Description | Default |
|---|---|---|---|
| result | Yes |