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matthewlboyd

Freshservice MCP Server

by matthewlboyd

add_ticket_note

Add internal or public notes to Freshservice tickets, with HTML support for rich formatting and visibility control.

Instructions

Add a note to a ticket.

Args: ticket_id: The ticket ID. body: Note body (HTML supported). private: True for private (agent-only) note, False for public.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
bodyYes
privateNo
ticket_idYes

Output Schema

TableJSON Schema
NameRequiredDescriptionDefault
resultYes
Behavior3/5

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

With no annotations, the description is the only source for behavioral context. It discloses that body supports HTML and explains the private flag (agent-only vs public), which is useful. However, it does not mention required permissions, reversibility, or the response structure, leaving some behavioral gaps.

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 concise and front-loaded with the purpose, followed by a compact Arg list. Every sentence contributes useful information, with no redundancy or filler.

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

Completeness4/5

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

For a simple three-parameter mutation tool, the description is largely complete: it covers the action, parameter semantics, and important nuances like HTML support and public/private behavior. The presence of an output schema satisfies return value documentation. Minor omissions (e.g., authorization requirements) prevent a higher score.

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?

The schema provides only types and defaults with no field descriptions (0% coverage). The description compensates by explaining each parameter: ticket_id is "The ticket ID," body is "Note body (HTML supported)," and private is clarified as "True for private (agent-only) note, False for public." This adds meaningful semantics beyond the bare 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 begins with "Add a note to a ticket," which is a specific verb+resource pair that clearly distinguishes this from sibling tools like delete_ticket_note and reply_to_ticket. It unambiguously states the tool's function.

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?

The description provides no guidance on when to use this tool versus alternatives such as reply_to_ticket or create_ticket. It only states the action itself, leaving the agent to infer appropriate usage. There is no mention of exclusions or alternative tools.

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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