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support-tools

by stepbystepautomatization-jpg
OverviewSchemaSourceRelated ServersDiscussionsAdmin
Python
Remote

create_ticket

Escalates customer issues to a human agent when tools cannot provide an answer or on explicit request, returning a support ticket for follow-up.

Instructions

Escalate to a human agent. Use only on explicit request or when the tools cannot answer. Returns the ticket.

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": {
      "customer_id": "<customer_id>",
      "category": "<category>",
      "summary": "<summary>"
    },
    "name": "create_ticket"
  }
}

Input Schema

NameRequiredDescriptionDefault
summaryYes
categoryYes
transcriptNo
customer_idYes

Schema Changelog

Changes observed during successful MCP inspections.

  1. First observedv0.1.0

TDQS

A3.8/5.0
Behavior3/5

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

With no annotations, the description must carry the behavior disclosure. It states the core side effect (escalate to human agent) and return value, but gives no detail on side effects such as ticket creation side effects, persistence, or whether a transcript is attached.

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?

Three short, purposeful sentences with the core behavior front-loaded. No filler or redundancy.

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?

Covers the trigger conditions and return value, and names the core side effect (escalating). However, it omits parameter-level semantics and any operational context, such as how category/transcript should be supplied, given the low schema coverage and no annotations.

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

Parameters1/5

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

Schema coverage is 0% and the description does not explain any parameter. Parameters like category and transcript are left to inference, so the description adds no semantics beyond the parameter names.

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 clearly states a specific action and destination: 'Escalate to a human agent' and 'Returns the ticket.' This unambiguously identifies the tool as a ticket-creation/escalation operationless and distinguishes it from the read/search sibling tools.

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

Usage Guidelines5/5

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

It explicitly says 'Use only on explicit request or when the tools cannot answer,' which gives a clear trigger condition and an implicit exclusion of routine use when other tools suffice. This is strong usage guidance for an AI agent.

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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