freshdesk-mcp

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get_ticket_summary

Fetch full Freshdesk ticket context in one call: details, all replies and notes, and attachments. Use it first when investigating a ticket to avoid multiple round trips.

Instructions

Retrieve a complete summary of a Freshdesk ticket in one call: ticket details, all conversation replies and notes, and list of attachments. Use this as the first tool when investigating a specific ticket — it gives everything needed to understand the full context without multiple round trips. Returns: - ticket: id, subject, status, type, priority, due_by, is_escalated, custom_fields - conversations: all replies and notes with body_text and direction (incoming=customer, outgoing=agent) - attachments: list of files with id, name, content_type, size (use get_attachment_text to read them)

Input Schema

TableJSON Schema

Name	Required	Description	Default
`ticket_id`	Yes

Output Schema

TableJSON Schema

Name	Required	Description	Default
`ticket`	Yes
`attachments`	Yes
`conversations`	Yes

Schema Changelog

Changes observed during successful MCP inspections.

First observedSep 13, 2026

TDQS

A4/5.0

Behavior4/5

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

No annotations are provided, so the description carries the burden. It implies read-only retrieval via 'Retrieve' and details the returned structure, including semantic direction mapping (incoming=customer, outgoing=agent), which adds value beyond the output schema. However, it does not explicitly state read-only status, authentication requirements, or rate limits.

Agents need to know what a tool does to the world before calling it. Descriptions should go beyond structured annotations to explain consequences.

Conciseness4/5

Is the description appropriately sized, front-loaded, and free of redundancy?

The description is well-structured and front-loaded: purpose first, then usage guidance, followed by a returns breakdown. The returns section is somewhat redundant given an output schema exists, but it adds semantic details like direction meaning, so it largely earns its place.

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 composite retrieval tool with an output schema, the description covers purpose, usage, and return semantics well. The main gap is the lack of any parameter detail for ticket_id, though the single required integer is fairly self-evident. Overall, it provides enough for an agent to invoke correctly.

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

Parameters2/5

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

Schema description coverage for ticket_id is 0%, and the description never mentions the parameter name, type, or format. It only implies that a specific ticket is needed, failing to compensate for the lack of schema documentation.

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 states a specific verb ('Retrieve') and resource ('complete summary of a Freshdesk ticket'), and enumerates the included data (ticket details, conversations, attachments). It distinguishes itself from siblings by positioning as the first tool for full context and naming get_attachment_text for reading attachments.

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

Usage Guidelines4/5

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

It explicitly says 'Use this as the first tool when investigating a specific ticket' and explains the benefit of avoiding multiple round trips. It also names get_attachment_text as the alternative for reading attachments, though it does not explicitly state when not to use this tool (e.g., if only ticket details are needed).

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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