Reply to ticket
Send a reply to the customer from the ticket, with the send status you choose.
MCP tool edesk_write → reply_to_ticket
write Confirm
Types a reply in the Reply box of the ticket and clicks Send. The customer gets it on the channel the ticket came from, for example the marketplace messaging or email. send_status is the status the ticket takes after sending: to_do, waiting or resolved. Without it eDesk applies your user setting, and a customer reply reopens a resolved ticket. The tool sends plain text and does not fill snippets, so write the final text. Cotlet has no tool to unsend a message. By default you confirm each call; you can switch that off for this tool.
Parameters
| Name | Type | Description |
|---|---|---|
| ticket_id integer required | integer | Ticket ID from list_tickets, the number eDesk shows as Ticket ID. |
| body string required | string | Reply text, sent to the customer. |
| send_status enum | enum | to_do, waiting or resolved. Default: your eDesk send status setting. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "edesk_write",
"arguments": {
"operation": "reply_to_ticket",
"arguments": {
"ticket_id": 48210,
"body": "Hi Emma, your order 203-7718305-2294466 was dispatched on 9 October with Royal Mail. Tracking code: HB204418830GB. It should reach you by 14 October. Reply here if it has not arrived by then.",
"send_status": "waiting"
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"message_id": 771209,
"ticket_id": 48210,
"kind": "reply",
"status": "waiting",
"sent_at": "2026-10-20 09:05:00"
},
"isError": false
}