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FreeScout MCP Server

FreeScout MCP Server

An MCP (Model Context Protocol) server for FreeScout helpdesk ticket management. This server provides tools to interact with FreeScout tickets, analyze issues, and manage customer responses.

Features

  • šŸŽ« Ticket Management: Fetch, analyze, and update FreeScout tickets

  • šŸ” Intelligent Analysis: Automatically analyze tickets to determine issue type, root cause, and solutions

  • šŸ’¬ Draft Responses: Generate customer replies based on ticket analysis

  • šŸ“Š Advanced Search: First-class filter parameters with relative time support ("7d", "24h")

  • šŸ”’ Type Safety: Full Zod schema validation with structured outputs

  • šŸ” Reliability: Automatic retry logic with exponential backoff for transient failures

  • ⚔ Protocol-ready stdio: A fresh buildServer factory serves both 2025-era and 2026 MCP stdio clients

Related MCP server: Zendesk MCP Server

v3 runtime

  • Requires Node.js 24 or newer.

  • Uses @modelcontextprotocol/server 2.x with Zod 4 input schemas.

  • Serves both the 2025 legacy handshake and the 2026 stdio protocol from the same server factory.

  • Delivers structuredContent for stable analysis and write-operation results without declaring output schemas.

  • Accepts FreeScout's successful 204 No Content update responses and records the user ID that initiated a ticket update.

Installation

Prerequisites

  • Node.js 24 or higher

  • FreeScout instance with API access enabled

The easiest way to use this MCP server is with npx:

With Claude Desktop

Add this to your Claude Desktop settings (~/Library/Application Support/Claude/claude_desktop_config.json on macOS):

{
  "mcpServers": {
    "freescout": {
      "command": "npx",
      "args": ["@verygoodplugins/mcp-freescout@latest"],
      "env": {
        "FREESCOUT_URL": "https://your-freescout-domain.com",
        "FREESCOUT_API_KEY": "your-api-key-here"
      }
    }
  }
}

With Cursor IDE

Add this to your Cursor MCP settings:

Method 1: Via Cursor Settings UI

  1. Open Cursor Settings (Cmd/Ctrl + ,)

  2. Search for "MCP"

  3. Click "Edit in settings.json"

  4. Add the MCP server configuration

Method 2: Manual Configuration Add this to your Cursor settings.json or create ~/.cursor/mcp.json:

{
  "mcp": {
    "servers": {
      "freescout": {
        "command": "npx",
        "args": ["@verygoodplugins/mcp-freescout@latest"],
        "env": {
          "FREESCOUT_URL": "https://your-freescout-domain.com",
          "FREESCOUT_API_KEY": "your-api-key-here"
        }
      }
    }
  }
}

The server communicates only with the FreeScout instance configured in its environment.

Manual Installation (Alternative)

If you prefer to install and run the server locally:

  1. Clone this repository:

git clone https://github.com/verygoodplugins/mcp-freescout.git
cd mcp-freescout
  1. Install dependencies:

npm install
  1. Build the TypeScript code:

npm run build
  1. Configure your MCP client to use the local installation:

{
  "mcpServers": {
    "freescout": {
      "command": "node",
      "args": ["/path/to/mcp-freescout/dist/index.js"],
      "env": {
        "FREESCOUT_URL": "https://your-freescout-domain.com",
        "FREESCOUT_API_KEY": "your-api-key-here"
      }
    }
  }
}

Usage with Other MCP Clients

Run the server directly:

npm start

Or in development mode with auto-reload:

npm run dev

Available Tools

Core Ticket Operations

freescout_get_ticket

Fetch a FreeScout ticket with all its details and conversation threads.

Parameters:

  • ticket (required): Ticket ID, number, or FreeScout URL

  • includeThreads (optional): Include conversation threads (default: true)

Natural Language Examples:

Example:

{
  "ticket": "12345",
  "includeThreads": true
}

Example: Fetching a FreeScout ticket with conversation threads

FreeScout ticket details and conversation threads displayed in Cursor chat interface

freescout_analyze_ticket

Analyze a ticket to determine issue type, root cause, and suggested solutions.

Parameters:

  • ticket (required): Ticket ID, number, or FreeScout URL

Natural Language Examples:

  • "Analyze ticket #12345"

  • "What kind of issue is ticket 34811?"

  • "Can you analyze this ticket and tell me if it's a bug?"

  • "Examine ticket #12345 and determine the root cause"

  • "Is this ticket a bug or feature request?"

Returns:

  • Customer information

  • Issue description and classification

  • Code snippets and error messages

  • Reproducibility status

  • Root cause analysis

  • Bug vs feature request vs third-party issue determination

Example: Intelligent ticket analysis with issue classification

Ticket analysis showing issue type, root cause, and implementation recommendations

freescout_add_note

Add an internal note to a ticket for team communication.

Parameters:

  • ticket (required): Ticket ID, number, or FreeScout URL

  • note (required): The note content

  • userId (optional): User ID for the note (defaults to env setting)

Natural Language Examples:

  • "Add a note to ticket #12345 saying 'Reproduced on staging'"

  • "Leave an internal note on this ticket"

  • "Add a team note: 'Customer confirmed fix works'"

  • "Note on ticket 34811: 'Escalating to development team'"

  • "Add internal documentation to this ticket"

freescout_update_ticket

Update ticket status and/or assignment.

Parameters:

  • ticket (required): Ticket ID, number, or FreeScout URL

  • status (optional): New status ('active', 'pending', 'closed', 'spam')

  • assignTo (optional): User ID to assign the ticket to

Natural Language Examples:

  • "Close ticket #12345"

  • "Mark ticket 34811 as pending"

  • "Assign this ticket to user ID 2"

  • "Set ticket status to active"

  • "Update ticket #12345 status to closed and assign to user 1"

freescout_create_draft_reply

Create a draft reply in FreeScout that can be edited before sending. This tool lets the LLM generate the reply content and saves it directly to FreeScout as a draft. Automatically converts Markdown formatting to HTML for proper display in FreeScout.

Parameters:

  • ticket (required): Ticket ID, number, or FreeScout URL

  • replyText (required): The draft reply content (generated by the LLM, supports Markdown formatting)

  • userId (optional): User ID creating the draft (defaults to env setting)

  • to (optional): List of TO recipients. Omit to preserve existing recipients; pass [] to clear.

  • cc (optional): List of CC recipients. Omit to preserve existing recipients; pass [] to clear.

  • bcc (optional): List of BCC recipients. Omit to preserve existing recipients; pass [] to clear.

Natural Language Examples:

  • "Create a draft reply for ticket #12345"

  • "Draft a customer response for this ticket"

  • "Generate and save a draft reply explaining the fix"

  • "Write a draft response to the customer for ticket 34811"

  • "Create a draft reply thanking the customer and explaining the solution"

If recipient fields are omitted, the server preserves the current conversation recipients from FreeScout when available. If FreeScout does not expose existing to recipients on the conversation, its normal default customer recipient behavior is preserved.

Markdown Support:

  • Bold text: **text** or __text__ → text

  • Italic text: *text* or _text_ → text

  • Code: `code` → code

  • Numbered lists: 1. item → proper ordered lists

  • Bullet lists: - item or * item → proper unordered lists

  • Line breaks: Double newlines create paragraphs, single newlines create line breaks

Workflow:

  1. Use freescout_get_ticket_context to get customer info and ticket details

  2. Let the LLM craft a personalized reply using Markdown formatting

  3. Use freescout_create_draft_reply to save the draft in FreeScout (Markdown automatically converted to HTML)

  4. Review and edit the draft in FreeScout before sending

Example: Draft reply workflow with personalized customer response

Draft reply generation showing personalized customer message with ticket context

Draft reply automatically saved to FreeScout

freescout_get_ticket_context

Get ticket context and customer information to help craft personalized replies.

Parameters:

  • ticket (required): Ticket ID, number, or FreeScout URL

Natural Language Examples:

  • "Get context for ticket #12345 to write a reply"

  • "I need customer info and ticket details for drafting a response"

  • "Gather context for this ticket so I can write a personalized reply"

  • "Pull customer information and issue details for ticket 34811"

  • "Get ticket context to help craft a customer response"

Returns:

  • Customer name and email

  • Ticket subject and status

  • Issue description and analysis

  • Recent customer and team messages

  • Analysis results (bug vs feature vs third-party issue)

freescout_search_tickets

Search for tickets across your FreeScout instance.

Parameters:

  • query (required): Search query

  • status (optional): Filter by status ('active', 'pending', 'closed', 'spam', 'all')

  • mailboxId (optional): Filter by specific mailbox ID (searches all mailboxes if not specified)

Natural Language Examples:

  • "Search for tickets containing 'OAuth error'"

  • "Find all pending tickets with 'HighLevel' in them"

  • "Search for closed tickets about 'plugin conflicts'"

  • "Look for tickets from customer 'victor@example.com'"

  • "Find all active tickets related to 'authentication'"

  • "Search for tickets in mailbox 1 containing 'bug report'"

  • "Find tickets in mailbox 2 with status pending"

Search Parameters (v2.0+):

  • textSearch (optional): Plain text search in ticket content/subject

  • assignee (optional): 'unassigned' | 'any' | user_id (number)

  • status (optional): 'active' | 'pending' | 'closed' | 'spam' | 'all'

  • state (optional): 'published' | 'deleted'

  • mailboxId (optional): Filter by specific mailbox ID

  • updatedSince (optional): ISO date or relative time like "7d", "24h", "30m"

  • createdSince (optional): ISO date or relative time

  • page (optional): Page number for pagination (min: 1)

  • pageSize (optional): Results per page (min: 1, max: 100)

Search Tips for AI Agents:

  • For unassigned tickets: Use assignee: "unassigned" with status: "active"

  • For recent tickets: Use updatedSince: "7d" for last 7 days

  • For specific user: Use assignee: 123 (user ID number)

  • Status "active" = open/active tickets (NOT "open" - that's invalid)

  • Use freescout_get_mailboxes first if filtering by mailbox

  • Combine filters: { textSearch: "error", assignee: "unassigned", updatedSince: "24h" }

freescout_get_mailboxes

Get a list of all available mailboxes in your FreeScout instance.

Parameters: None

Natural Language Examples:

  • "Show me all available mailboxes"

  • "List the mailboxes in FreeScout"

  • "What mailboxes are configured?"

  • "Get mailbox information"

Workflow Examples

Basic Ticket Analysis

// Analyze a ticket to understand the issue
await mcp.callTool('freescout_analyze_ticket', {
  ticket: '12345',
});

Complete Ticket Response Workflow

// 1. Analyze the ticket to understand the issue
const analysis = await mcp.callTool('freescout_analyze_ticket', {
  ticket: '12345',
});

// 2. Get ticket context for personalized reply
const context = await mcp.callTool('freescout_get_ticket_context', {
  ticket: '12345',
});

// 3. Create a draft reply directly in FreeScout
await mcp.callTool('freescout_create_draft_reply', {
  ticket: '12345',
  replyText: `Hi ${context.customer.name},

Thank you for reaching out! Based on my analysis, I can see that ${analysis.issueDescription}.

Here's what I found:

1. **Issue Type**: ${analysis.isBug ? 'Bug' : 'Configuration/Feature Request'}
2. **Root Cause**: ${analysis.rootCause || 'Under investigation'}

I'll look into this and get back to you shortly with a solution.

Best regards,
[Your name]`,
  cc: ['billing@example.com'],
});

// 4. Update ticket status and assignment
await mcp.callTool('freescout_update_ticket', {
  ticket: '12345',
  status: 'active',
  assignTo: 1,
});

// 5. Add an internal note with findings
await mcp.callTool('freescout_add_note', {
  ticket: '12345',
  note: `Analysis complete:
- Is Bug: ${analysis.isBug}
- Third-party Issue: ${analysis.isThirdPartyIssue}
- Root Cause: ${analysis.rootCause}`,
});

Draft Reply Workflow

// 1. Get ticket context for personalized reply
const context = await mcp.callTool('freescout_get_ticket_context', {
  ticket: '34811',
});

// 2. Create draft reply in FreeScout (LLM crafts the content)
await mcp.callTool('freescout_create_draft_reply', {
  ticket: '34811',
  replyText: `Hi ${context.customer.name},

Thank you for reporting the HighLevel OAuth authorization issue! Your experience with the EngageBay LiveChat plugin conflict has been really valuable.

Based on what we learned from your case, I've added a new plugin conflict detection system to WP Fusion. In the next update (v3.46.7), users will see:

šŸ” **Plugin Conflict Detection**
- Automatic detection of known conflicting plugins  
- Warning messages before HighLevel authorization
- Clear guidance when conflicts are detected

This should prevent the confusion you experienced and help other users avoid similar issues.

The update should be available within the next few weeks. Thanks for your patience and for helping us improve the plugin!

Best regards,
Jack`,
  to: ['primary@example.com'],
  cc: ['teammate@example.com'],
});

// The draft is now saved in FreeScout and can be reviewed/edited before sending

Handling Non-Bug Issues

// For third-party issues or feature requests
const reply = await mcp.callTool('freescout_create_draft_reply', {
  ticket: '12345',
  replyText: 'This is a limitation of the Elementor plugin that we cannot override.',
});

Architecture

Components

  1. FreeScout API Client (freescout-api.ts)

    • Handles all API communication with FreeScout

    • Manages authentication and request formatting

    • Provides ticket parsing utilities

  2. Ticket Analyzer (ticket-analyzer.ts)

    • Intelligent ticket content analysis

    • Issue classification (bug vs feature vs configuration)

    • Code snippet and error extraction

    • Root cause determination

  3. MCP Server (index.ts)

    • Tool registration and request handling

    • Fresh server factory for each stdio connection

    • Response formatting and error handling

Data Flow

MCP client (2025 or 2026) → stdio entry → buildServer → FreeScout API
                                                   ↓
                                            Ticket analysis
                                                   ↓
                                            Response to client

Development

Running in Development Mode

npm run dev

Running Tests

npm test

Linting

npm run lint

Building for Production

npm run build

Configuration

Required Environment Variables

Variable

Description

Example

FREESCOUT_URL

Your FreeScout instance URL

https://support.example.com

FREESCOUT_API_KEY

FreeScout API key

your-api-key-here

Optional Environment Variables

Variable

Description

Default

FREESCOUT_DEFAULT_USER_ID

Default user ID for assignments

1

Advanced Configuration Example

For more control, you can specify additional environment variables:

{
  "mcpServers": {
    "freescout": {
      "command": "npx",
      "args": ["@verygoodplugins/mcp-freescout@latest"],
      "env": {
        "FREESCOUT_URL": "https://support.example.com",
        "FREESCOUT_API_KEY": "your-api-key",
        "FREESCOUT_DEFAULT_USER_ID": "2"
      }
    }
  }
}

FreeScout API Setup

  1. Log into your FreeScout instance as an administrator

  2. Navigate to Manage → API Keys

  3. Create a new API key with appropriate permissions:

    • View conversations

    • Update conversations

    • Create threads (for notes)

Best Practices

Ticket Analysis

  • Always analyze tickets before implementing fixes

  • Check for third-party limitations before attempting fixes

  • Verify reproducibility with team notes

Customer Communication

  • Generate draft replies for review

  • Include fix descriptions in customer communications

  • Use explanatory replies for non-bug issues

Migration from v1.x to v2.0

Breaking Changes

The freescout_search_tickets tool has been redesigned with explicit filter parameters. The old query-string syntax is no longer supported.

Before (v1.x):

{
  "query": "assignee:null",
  "status": "active"
}

After (v2.0):

{
  "assignee": "unassigned",
  "status": "active"
}

For text search:

{
  "textSearch": "authentication error",
  "assignee": "unassigned",
  "updatedSince": "7d"
}

New Features to Adopt

  1. Relative time filters: Use "7d", "24h", "30m" instead of calculating ISO dates

  2. Pagination: Add page and pageSize parameters for large result sets

  3. Structured outputs: Stable analysis and write results include structuredContent; tools do not declare output schemas

Automatic Retries

The server now automatically retries failed requests with exponential backoff. No configuration needed - it just works more reliably.

Troubleshooting

Common Issues

API Connection Errors

  • Verify your FreeScout URL includes the protocol (https://)

  • Check API key permissions in FreeScout

  • Ensure your FreeScout instance has API access enabled

  • New in v2.0: The server will automatically retry transient connection errors

Ticket Parsing Issues

  • The server accepts ticket IDs, numbers, and full URLs

  • URLs are automatically parsed to extract ticket IDs

  • Numeric inputs are treated as ticket IDs

Rate Limiting (429 Errors)

  • New in v2.0: The server automatically detects rate limits and backs off

  • Retry logic includes exponential backoff with jitter

  • No manual intervention needed

Contributing

Contributions are welcome! Please:

  1. Fork the repository

  2. Create a feature branch

  3. Make your changes with tests

  4. Submit a pull request

License

GPL-3.0 License - see LICENSE file for details

Support

For issues, questions, or suggestions:


Built with 🧔 by Very Good Plugins

Roadmap

  • Batch ticket operations

  • Webhook support for real-time updates

  • Template system for common replies

  • Integration with CI/CD pipelines

  • Advanced search filters

  • Ticket metrics and analytics

  • Multi-language support for customer replies

  • Attachment handling

  • Custom field support

  • Automated testing integration

Available Tools

8 tools
freescout_add_noteAdd Note to TicketB

Add an internal note to a FreeScout ticket

ParametersJSON Schema
NameRequiredDescriptionDefault
noteYesThe note content to add
ticketYesTicket ID, ticket number, or FreeScout URL
userIdNoUser ID for the note (default: from env)

TDQS

B3.2/5.0
Behavior2/5

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

With no annotations, the description carries full responsibility for disclosing behavior. It only says 'add' (implying mutation) but does not explain side effects, required permissions, idempotency, or how the note is associated with a user (despite a userId parameter). No additional context on behavior is provided.

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?

A single sentence that conveys the essential action. No fluff, no redundant details. Front-loaded with the verb and object, making it easy to scan.

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

Completeness2/5

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

This is a simple mutation tool with no output schema and no annotations. The description provides minimum viable information: it adds a note. But given the context of sibling tools (e.g., create_draft_reply, update_ticket), more context on when to use an internal note vs a customer-visible reply, or any prerequisites, would be valuable. The description is too thin to be fully complete for an agent that has limited knowledge of FreeScout internals.

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

Parameters3/5

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

Schema coverage is 100% – all three parameters (note, ticket, userId) are described in the schema. The description adds no extra meaning beyond the schema, so the baseline of 3 is appropriate, since the schema already documents parameters and the description doesn't compensate further.

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?

Clear verb+resource: 'Add an internal note to a FreeScout ticket.' This is specific and distinct from siblings like get_ticket or update_ticket, as it addresses a unique action (adding internal notes). The tool name and title are semantically consistent.

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 gives no guidance on when to use this tool versus alternatives (e.g., create_draft_reply or update_ticket). It doesn't mention typical use cases, prerequisites, or when not to use it. The only hint is the purpose statement itself.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

freescout_analyze_ticketAnalyze FreeScout TicketA

Analyze a FreeScout ticket to determine issue type, root cause, and suggested solution

ParametersJSON Schema
NameRequiredDescriptionDefault
ticketYesTicket ID, ticket number, or FreeScout URL

TDQS

A3.5/5.0
Behavior2/5

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

No annotations are provided, so the description carries the full burden of behavioral disclosure. It states the analysis intent but does not disclose whether the tool is read-only, whether it can modify a ticket, what input formats are actually accepted beyond the schema hint, or how its output is returned.

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 a single, front-loaded sentence with no filler, redundancy, or tangential information. Every word contributes to communicating the tool's purpose.

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 description is enough to recognize the tool's core purpose and names three kinds of output, which is minimal viable. However, with no annotations and no output schema, it omits important operational context like side effects, response shape, and when to select this tool instead of a retrieval-focused sibling.

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

Parameters3/5

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

The only parameter, 'ticket', is already fully described in the schema as 'Ticket ID, ticket number, or FreeScout URL'. The description adds no additional parameter semantics, but the schema coverage is 100%, so the baseline of 3 is appropriate.

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 uses a specific verb ('Analyze') and names both the resource ('FreeScout ticket') and the output scope ('issue type, root cause, and suggested solution'). This clearly differentiates it from sibling tools that get, update, search, or add notes to tickets.

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

Usage Guidelines3/5

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

The description implies it should be used when a ticket needs diagnosis, but it does not explicitly state when to choose this over freescout_get_ticket or freescout_get_ticket_context, nor does it describe exclusions or when not to use it.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

freescout_create_draft_replyCreate Draft ReplyB

Create a draft reply in FreeScout that can be edited before sending

ParametersJSON Schema
NameRequiredDescriptionDefault
ccNoOptional CC recipients. Omit to preserve existing recipients; pass [] to clear.
toNoOptional TO recipients. Omit to preserve existing recipients; pass [] to clear.
bccNoOptional BCC recipients. Omit to preserve existing recipients; pass [] to clear.
ticketYesTicket ID, ticket number, or FreeScout URL
userIdNoUser ID creating the draft (defaults to env setting)
replyTextYesThe draft reply content (generated by the LLM)

TDQS

B3.3/5.0
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 only states that a draft is created and can be edited before sending. It does not mention side effects like whether the ticket is modified, whether any permissions are needed, whether the draft is stored permanently, or whether the operation is idempotent. For a write operation, this is insufficient context.

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 a single, front-loaded sentence that communicates the purpose and the key behavior without any fluff. It earns its place by stating the core function and the 'editable before sending' nuance, and it does so efficiently.

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?

For a tool with 6 parameters and no output schema, the description is minimal but not entirely inadequate. It conveys the main intent and the 'not sent yet' aspect, but it lacks details on how the draft relates to the ticket, whether the ticket status changes, or any prerequisites or constraints. Given the lack of annotations, this is a noticeable gap but not a critical failure.

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

Parameters3/5

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

The schema description coverage is 100%, with every parameter (cc, to, bcc, ticket, userId, replyText) having a meaningful description. The tool description adds no additional parameter semantics beyond the schema, so the baseline score of 3 applies.

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 the tool creates a draft reply in FreeScout, with a specific verb ('Create') and resource ('draft reply'), and adds the key nuance that it can be edited before sending. This distinguishes it from sibling tools like freescout_add_note (which adds a note, not a reply) and freescout_update_ticket (which modifies ticket fields).

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?

No guidance is provided about when to use this tool versus alternatives, such as when to create a draft vs sending a reply directly, or when to use freescout_add_note instead. The description only states what it does, not the eligible scenarios or exclusions.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

freescout_get_mailboxesGet MailboxesA

Get list of available mailboxes

ParametersJSON Schema
NameRequiredDescriptionDefault

No parameters

TDQS

A3.7/5.0
Behavior2/5

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

With no annotations at all, the description carries the full burden of behavioral disclosure. The phrase 'list of available mailboxes' is terse and does not explicitly state that this is a read-only operation, nor does it provide any details about the response structure, potential errors, or system behavior. Compared to the calibration examples, this is less informative than the 'list ALL calls' description that earned a 3, hence a 2 is appropriate.

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 a single, short sentence that is directly to the point. Every word adds value, and there is no fluff. This is an example of excellent conciseness, not under-specification.

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?

Given the simplicity of the tool (no parameters, no output schema, no nested objects), the description is mostly sufficient. However, it could provide a bit more context, such as the type of data returned (e.g., mailbox IDs and names) or note that no authentication is required, which would help an agent determine if this tool meets their needs without making a separate call. Thus, it is adequate but not outstanding.

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?

There are zero parameters, so the baseline of 4 is applied. The description does not need to add parameter context since none exist, and no additional information could meaningfully improve this dimension.

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 'Get list of available mailboxes' uses a specific verb 'Get', a clear resource 'mailboxes', and the qualifier 'available' indicates scope. It distinguishes itself well from sibling tools that deal with tickets and notes, making the function's purpose immediately obvious.

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

Usage Guidelines3/5

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

The description implies that this tool is used when you need a list of mailboxes, but it does not explicitly state when to use it versus alternatives or provide exclusions. Since there are no sibling tools that list mailboxes, the lack of explicit alternative guidance is mitigated, but the onboarding still relies on the agent inferring the obvious use case.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

freescout_get_ticketGet FreeScout TicketB

Fetch and analyze a FreeScout ticket by ID or URL

ParametersJSON Schema
NameRequiredDescriptionDefault
ticketYesTicket ID, ticket number, or FreeScout URL
includeThreadsNoInclude all conversation threads

TDQS

B3.3/5.0
Behavior3/5

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

No annotations are provided, so the description carries full burden. It implies a read-only fetch operation but does not explicitly state that it is non-mutating, nor does it explain what 'analyze' entails, return format, or any limitations. This is adequate but not rich in transparency.

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 a single concise sentence that front-loads the core action and input requirement. Every word earns its place, with no unnecessary 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?

With two parameters, no output schema, and no annotations, the description is minimally sufficient. However, it fails to clarify the meaning of 'analyze' or how this tool differs from freescout_analyze_ticket, leaving context gaps for a more complex operation.

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

Parameters3/5

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

The input schema provides descriptions for both parameters (ticket and includeThreads) with 100% coverage. The description adds no extra meaning beyond what the schema already documents, just echoing 'by ID or URL'. Baseline 3 is appropriate for full schema coverage.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose4/5

Does the description clearly state what the tool does and how it differs from similar tools?

The description clearly states the tool fetches and analyzes a FreeScout ticket by ID or URL, using a specific verb and resource. However, it does not explicitly differentiate from the sibling freescout_analyze_ticket, so it misses the top score for sibling distinction.

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 like freescout_analyze_ticket or freescout_search_tickets. There is no context about selecting this tool over others, so it falls to 'no guidance' / 2.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

freescout_get_ticket_contextGet Ticket ContextB

Get ticket context and customer info to help draft personalized replies

ParametersJSON Schema
NameRequiredDescriptionDefault
ticketYesTicket ID, ticket number, or FreeScout URL

TDQS

B3.1/5.0
Behavior2/5

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

No annotations are provided, so the description carries the full burden. It says 'Get ticket context and customer info' but doesn't disclose what exactly is returned, whether it's a read-only operation, any side effects, or performance implications. For a tool that fetches context, it should clarify the scope of data (e.g., full conversation history, customer details) and any limitations. The description is too vague about behavior.

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 a single sentence, concise and front-loaded with the main purpose. It's efficient with no wasted words. However, it could be slightly more structured by mentioning the output or usage context, but it's appropriately sized for a simple tool.

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

Completeness2/5

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

Given the tool's purpose (drafting personalized replies), the description is incomplete. It doesn't mention what kind of context is provided (e.g., customer name, previous interactions, sentiment) or how it integrates with the drafting workflow. With no output schema and no annotations, the description should provide more detail about the return value and its use. The single sentence is insufficient for an agent to know what to expect.

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

Parameters3/5

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

Schema description coverage is 100% for the single parameter 'ticket', which is described as 'Ticket ID, ticket number, or FreeScout URL'. The description adds no additional meaning beyond that, but since the schema already covers it well, a baseline of 3 is appropriate. The description doesn't clarify how the tool resolves the ticket identifier, but that's not required.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose4/5

Does the description clearly state what the tool does and how it differs from similar tools?

The description clearly states the tool's purpose: 'Get ticket context and customer info to help draft personalized replies.' It specifies the resource (ticket) and the intent (drafting replies), which distinguishes it from siblings like freescout_get_ticket (which likely fetches raw ticket data) and freescout_analyze_ticket (which likely performs analysis). However, it doesn't explicitly differentiate from freescout_get_ticket, so it's not a 5.

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

Usage Guidelines3/5

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

The description implies usage when drafting personalized replies, but it doesn't explicitly state when to use this tool versus alternatives like freescout_get_ticket or freescout_analyze_ticket. There's no mention of when not to use it. The context is clear but lacks explicit exclusions or alternative guidance.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

freescout_search_ticketsSearch FreeScout TicketsB

Search for FreeScout tickets with explicit filter parameters. Use assignee: "unassigned" for unassigned tickets, or assignee: number for specific user. Supports relative time filters like "7d", "24h". Use includeLastMessage: true to get a preview of the most recent message for each ticket.

ParametersJSON Schema
NameRequiredDescriptionDefault
pageNo
stateNo
statusNo
assigneeNo
pageSizeNo
mailboxIdNo
textSearchNo
createdSinceNo
updatedSinceNo
includeLastMessageNo

TDQS

B3.3/5.0
Behavior2/5

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

With no annotations, the description must disclose behavioral traits, but it only mentions that includeLastMessage provides a preview of the most recent message. It does not state that the operation is read-only, describe pagination behavior, return format, or any limitations. It adds little beyond what is obvious from the word 'search', so a score of 2 is appropriate.

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 concise—three sentences—and front-loaded with the core purpose. It includes useful examples without verbosity. It could be slightly more structured but is efficient and to the point, earning a 4.

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

Completeness2/5

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

Given 10 parameters, no output schema, and no annotations, the description is markedly incomplete. It does not explain the meaning of state, status, mailboxId, textSearch, or pagination defaults, nor does it describe the return structure or ordering. It covers only a few parameters, leaving the agent with significant gaps for a complex search tool. Thus a score of 2 is warranted.

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

Parameters3/5

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

The description adds meaningful semantics for a few parameters: assignee (with 'unassigned' and numeric user IDs), time filters (relative formats like '7d'), and includeLastMessage (preview of latest message). However, schema description coverage is 0% and many parameters (page, state, status, mailboxId, textSearch, pageSize) are entirely undocumented in the description. It partially compensates for the low coverage, meriting a 3.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose4/5

Does the description clearly state what the tool does and how it differs from similar tools?

The description clearly states the tool searches for tickets with explicit filter parameters. The verb 'Search' and resource 'FreeScout tickets' distinguish it from sibling tools like get_ticket or analyze_ticket, though it does not explicitly name alternatives. The purpose is unambiguous, earning a 4.

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?

The description provides concrete usage examples for assignee (e.g., 'unassigned', number) and relative time filters (e.g., '7d', '24h'), and explains the includeLastMessage flag. It gives practical guidance on how to use the search, but does not mention when to prefer this over sibling tools or when not to use it. This justifies a 4.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

freescout_update_ticketUpdate Ticket Status/AssignmentC

Update ticket status and/or assignment

ParametersJSON Schema
NameRequiredDescriptionDefault
statusNoNew ticket status
ticketYesTicket ID, ticket number, or FreeScout URL
userIdNoUser ID recording this update (default: from env)
assignToNoUser ID to assign the ticket to

TDQS

C2.9/5.0
Behavior2/5

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

No annotations are provided, so the description must carry the full behavioral burden. It only says 'Update ticket status and/or assignment' without disclosing side effects, permission requirements, reversibility, or any additional constraints. This is minimal 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 a single concise sentence, perfectly front-loaded with the action and target, containing zero fluff. It is optimally concise.

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

Completeness2/5

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

For a mutation tool with no annotations, no output schema, and 4 parameters, the description is too sparse. It does not explain what happens when status changes, the role of userId, or any prerequisites. Missing essential behavioral context for safe usage.

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

Parameters3/5

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

Schema coverage is 100%, so all parameters are already documented. The description adds no extra semantics beyond a high-level summary of 'status and/or assignment', which overlaps with the schema descriptions. Baseline 3 applies since schema carries the burden.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose4/5

Does the description clearly state what the tool does and how it differs from similar tools?

The description clearly states the verb 'Update' and the resource 'ticket', specifying two update aspects: status and assignment. It distinguishes itself from sibling tools like search, note, or analyze, though it doesn't explicitly name an alternative. This is a clear statement of purpose.

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 usage guidelines—no 'when to use' or 'when not to use' instructions, and no comparison with alternatives. The agent must infer the intended scenario from the tool name and schema.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

TDQS

A3.5/5.0
Disambiguation3/5

There is some overlap between freescout_get_ticket and freescout_analyze_ticket, as both mention 'analyze' in their descriptions, which could cause misselection. freescout_get_ticket_context also provides customer info that might overlap with get_ticket, though its purpose is more focused on drafting replies.

Naming Consistency5/5

All tools follow a consistent freescout_verb_noun pattern in snake_case (e.g., get_ticket, add_note, search_tickets), making the naming predictable and easy to learn.

Tool Count5/5

8 tools is a well-scoped number for a ticketing assistant, covering essential operations without being bloated or too sparse.

Completeness4/5

The set covers the core workflows for handling existing tickets (get, search, update, add note, draft reply) but lacks create_ticket and send_reply operations. This may be intentional for an agent-facing tool, but it's a minor gap.

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