Feature request: Write tools — createDraftReply, createReply, updateConversationStatus

[quest83]

Summary

The MCP server currently provides excellent read-only access to HelpScout (conversations, customers, threads, organizations). However, there are no write tools available, which means AI assistants cannot complete common support workflows end-to-end.

The most immediately useful additions would be:

1. createDraftReply

Create a draft reply on an existing conversation.

API: POST /v2/conversations/{id}/reply with "draft": true

Use case: AI drafts a reply based on conversation context and saves it as a draft for human review before sending — without needing browser automation or raw API calls.

Suggested parameters:

• conversationId (required)
• text (required) — HTML or plain text body
• cc (optional)
• bcc (optional)

2. createReply

Send a reply immediately (published thread).

API: POST /v2/conversations/{id}/reply with "draft": false (or omitted)

3. updateConversationStatus

Change conversation status (active → closed, pending, etc.)

API: PATCH /v2/conversations/{id}

Context

Without write tools, creating a draft reply in HelpScout from Cowork/Claude requires either browser automation (fragile, blocked by Chrome extensions) or raw API calls with manually managed OAuth tokens. Adding even just createDraftReply would make the end-to-end "read thread → draft reply → save for review" workflow fully agentic.

HelpScout API reference

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