Create comment

MCP tool: `create_comment`

Add a new comment to any entity in the Thena platform. This tool allows you to create comments with various content types, visibility settings, and threading capabilities.

Example prompt

Create a comment on ticket 71XNF90K10YBR86G1AN06KZJJFX40 with content "Customer reported an issue"

Input parameters

Name	Type	Required	Description
entityType	string	Yes	The type of entity to comment on (e.g., “ticket”, “accountActivity”, “note”, “task”)
entityId	string	Yes	The ID of the entity to comment on
content	string	No	The plain text content of the comment
contentHtml	string	No	The HTML content of the comment
contentJson	string	No	The JSON content of the comment (for rich text editors, etc.)
parentCommentId	string	No	The ID of the parent comment (for threaded comments)
commentVisibility	enum	No	”public” or “private” (default: “public”)
commentType	string	No	”note”, “reply”, “comment”, etc. (default: “comment”)
threadName	string	No	The name of the comment thread (for grouping)
metadata	object	No	Any additional metadata (e.g., mentions, tags)
attachmentIds	string[]	No	Array of attachment IDs to associate with the comment
customerEmail	string	No	The email of the customer (if commenting as a customer)
impersonatedUserEmail	string	No	If impersonating a user, their email
impersonatedUserName	string	No	If impersonating a user, their name
impersonatedUserAvatar	string	No	If impersonating a user, their avatar URL

Content types

You can provide comment content in multiple formats:

Plain text

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "content": "This is a simple text comment"
}

HTML content

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "contentHtml": "<p>This is an <strong>HTML formatted</strong> comment</p>"
}

JSON content (Rich text)

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "contentJson": "{\"blocks\":[{\"text\":\"Rich text content\",\"type\":\"paragraph\"}]}"
}

Visibility settings

Public comment (Default)

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "content": "This comment is visible to customers",
  "commentVisibility": "public"
}

Private comment

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "content": "This is an internal note only visible to team members",
  "commentVisibility": "private"
}

Threaded comments

Create a reply to an existing comment:

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "content": "This is a reply to the parent comment",
  "parentCommentId": "comment_456"
}

Comment types

Different comment types serve different purposes:

comment - General comment (default)
note - Internal note
reply - Reply to another comment
status_update - Status change notification
assignment - Assignment notification

Examples

Basic ticket comment

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "content": "Customer reported the issue. Investigating now.",
  "commentType": "note",
  "commentVisibility": "private"
}

Public customer response

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "content": "Thank you for reporting this issue. We're working on a fix.",
  "commentVisibility": "public"
}

Comment with attachments

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "content": "Screenshot of the error attached",
  "attachmentIds": ["att_789", "att_790"]
}

Impersonated user comment

{
  "entityType": "ticket",
  "entityId": "ticket_123",
  "content": "Comment from support team",
  "impersonatedUserEmail": "support@company.com",
  "impersonatedUserName": "Support Team",
  "impersonatedUserAvatar": "https://example.com/avatar.png"
}

Response fields

Below are the fields you may see in the response:

Field	Type	Description
id	string	Comment unique ID
content	string	Plain text content of the comment
contentHtml	string	HTML formatted content
contentMarkdown	string	Markdown formatted content
contentJson	string	JSON formatted content for rich text
isEdited	boolean	Whether the comment has been edited
threadName	string	Name of the comment thread
commentVisibility	string	Visibility setting (public or private)
commentType	string	Type of comment (note, reply, comment, etc.)
isPinned	boolean	Whether the comment is pinned
sourceEmailId	string	Email ID if comment came from email
metadata	object	Additional metadata including mentions
createdAt	string (ISO8601)	Creation timestamp
updatedAt	string (ISO8601)	Last update timestamp
author	string	Author display name
authorAvatarUrl	string	Author’s avatar URL
attachments	array	Array of attachment IDs
authorId	string	Author’s user ID
authorUserType	string	Author’s user type (e.g., ORG_ADMIN)
impersonatedUserEmail	string	Email of impersonated user
impersonatedUserName	string	Name of impersonated user
impersonatedUserAvatar	string	Avatar of impersonated user
deletedAt	string	Deletion timestamp (null if not deleted)

Sample response

{
  "data": {
    "id": "S5Q6R01K1052NAMN8YGYHYGKZG082",
    "content": "hey, this is a test comment",
    "contentHtml": "",
    "contentMarkdown": "hey, this is a test comment",
    "contentJson": "{\"type\":\"doc\",\"content\":[{\"type\":\"paragraph\",\"attrs\":{\"textAlign\":\"left\"}}]}",
    "isEdited": false,
    "threadName": null,
    "commentVisibility": "private",
    "commentType": "comment",
    "isPinned": false,
    "sourceEmailId": null,
    "metadata": {
      "mentions": []
    },
    "createdAt": "2025-07-25T12:16:24.755Z",
    "updatedAt": "2025-07-25T12:16:24.754Z",
    "author": "shakthi+1",
    "authorAvatarUrl": null,
    "attachments": [],
    "authorId": "UTH00SEXXFNVVN",
    "authorUserType": "ORG_ADMIN",
    "impersonatedUserEmail": null,
    "impersonatedUserName": null,
    "impersonatedUserAvatar": null,
    "deletedAt": null
  },
  "status": true,
  "message": "Comment created successfully!",
  "timestamp": "2025-07-25T12:16:24.780Z"
}

Error handling

Common error scenarios:

Invalid entity type or ID
Missing required content
Invalid attachment IDs
Permission denied for the entity
Network or authentication errors

API reference

MCP tools

Platform

Agent studio

Workflows

SLA

Apps platform

Help Center

MCP tool: `create_comment`

Example prompt

Input parameters

Content types

Plain text

HTML content

JSON content (Rich text)

Visibility settings

Public comment (Default)

Private comment

Threaded comments

Comment types

Examples

Basic ticket comment

Public customer response

Comment with attachments

Impersonated user comment

Response fields

Sample response

Error handling

​MCP tool: create_comment

​Example prompt

​Input parameters

​Content types

​Plain text

​HTML content

​JSON content (Rich text)

​Visibility settings

​Public comment (Default)

​Private comment

​Threaded comments

​Comment types

​Examples

​Basic ticket comment

​Public customer response

​Comment with attachments

​Impersonated user comment

​Response fields

​Sample response

​Error handling

MCP tool: `create_comment`

Example prompt

Input parameters

Content types

Plain text

HTML content

JSON content (Rich text)

Visibility settings

Public comment (Default)

Private comment

Threaded comments

Comment types

Examples

Basic ticket comment

Public customer response

Comment with attachments

Impersonated user comment

Response fields

Sample response

Error handling