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matthewlboyd

Freshservice MCP Server

by matthewlboyd

update_ticket

Update a ticket's status, priority, assignee, or custom fields to keep support records accurate and up to date.

Instructions

Update an existing ticket.

Args: ticket_id: The ticket ID to update. updates: Dictionary of fields to update. Common fields: status, priority, group_id, responder_id, subject, description, category, tags, custom_fields, etc.

Input Schema

TableJSON Schema
NameRequiredDescriptionDefault
updatesYes
ticket_idYes

Output Schema

TableJSON Schema
NameRequiredDescriptionDefault
resultYes
Behavior2/5

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

With no annotations provided, the description carries the full burden of behavioral disclosure. It states the update operation and the updates dictionary, but does not disclose whether the update is a partial merge or full replacement, what permissions are required, whether changes are reversible, or what response the caller can expect beyond what an output schema might imply. This falls short for a mutation tool.

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 brief and front-loaded with the core purpose in the first sentence. The Args section is compact and organized, listing parameters and examples without unnecessary prose. Every sentence contributes useful information.

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

Completeness3/5

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

The tool is relatively simple with only two parameters, and an output schema is present so return values need not be described. However, the description lacks behavioral caveats such as merge semantics, required permissions, or error conditions, and provides no usage exclusions relative to sibling tools. It is minimally adequate but not thorough.

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 description coverage is 0%, yet the description compensates well by explaining both parameters: ticket_id is the ticket to update and updates is a dictionary of fields, with a helpful list of common fields (status, priority, group_id, etc.). This adds significant meaning beyond the bare schema, though it does not detail value formats or constraints for each field.

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 'Update an existing ticket' uses a specific verb and resource, clearly distinguishing this from sibling tools like create_ticket, get_tickets, and delete_ticket. The action scope is obvious and unambiguous.

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 create_ticket for new tickets or update_change for changes. 'Existing' implies a prerequisite, but no explicit context, exclusions, or alternative tool references are given.

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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