Freshdesk MCP, Freshworks' official MCP server

• Finds tickets that match filters such as status, priority or assignee

  Searches your tickets by criteria like status, priority, agent or dates, so you can find exactly the ones you need.

  Try: “Show my open high-priority tickets”

  Read · fetchSearchTickets

• Lists tickets in your help desk

  Returns a list of tickets, for example everything created today, which the assistant can then group or summarise.

  Try: “Get all tickets created today and group them by status”

  Read · fetchTickets

• Opens one ticket with its full details

  Fetches a single ticket by its ID, with its subject, status, priority, requester and other fields.

  Try: “What is the status of ticket 1001?”

  Read · fetchTicket

• Reads the full back-and-forth on a ticket

  Pulls every reply and note on a ticket so the assistant can summarise the history or draft a response.

  Try: “Summarise the conversation on ticket 1001”

  Read · fetchTicketConversations

• Opens a help article from your knowledge base

  Fetches one knowledge base article with its content, so the assistant can quote or check it.

  Try: “Show me the refund policy article”

  Read · fetchSolutionArticle

• Lists the help articles in a knowledge base folder

  Returns every article inside one knowledge base folder.

  Try: “List the articles in the Billing folder”

  Read · fetchSolutionFolderArticles

• Lists the sections of your knowledge base

  Returns the top-level categories of your Freshdesk knowledge base.

  Try: “What categories does our help center have?”

  Read · fetchSolutionCategories

• Opens one knowledge base section

  Fetches the details of a single knowledge base category.

  Try: “Show details of the Getting Started category”

  Read · fetchSolutionCategory

• Lists the folders inside a knowledge base section

  Returns the folders that sit inside one knowledge base category.

  Try: “Which folders are in the Account category?”

  Read · fetchSolutionCategoryFolders

• Opens one knowledge base folder

  Fetches the details of a single knowledge base folder.

  Try: “Show the details of the Payments folder”

  Read · fetchSolutionFolder

• Finds a customer contact by name

  Looks up contacts whose name matches what you type, useful before creating or updating a ticket for them.

  Try: “Find the contact named Sarah Lee”

  Read · fetchContactAutocomplete

• Lists your customer contacts

  Returns a list of contacts in your Freshdesk account.

  Try: “List contacts added this week”

  Read · fetchContacts

• Opens one customer's contact record

  Fetches a single contact with their email, phone, company and other details.

  Try: “Show the contact details for John Doe”

  Read · fetchContact

• Finds a customer company by name

  Looks up companies whose name matches what you type.

  Try: “Find the company Acme”

  Read · fetchCompanyAutocomplete

• Finds companies by your custom company fields

  Searches companies using the custom fields your team has set up, such as plan or region.

  Try: “Find companies on the Enterprise tier”

  Read · fetchSearchCompanies

• Opens one company record

  Fetches a single company with its details and fields.

  Try: “Show the record for Acme Corp”

  Read · fetchCompany

• Lists the agents on your support team

  Returns the agents in your Freshdesk account.

  Try: “Who are the agents on our team?”

  Read · fetchAgents

• Opens one agent's profile

  Fetches the details of a single support agent.

  Try: “Show the profile for agent Priya”

  Read · fetchAgent

• Lists your support groups

  Returns the agent groups set up in Freshdesk.

  Try: “List all support groups”

  Read · fetchGroups

• Opens one support group and its members

  Fetches a single group's details, including who is in it.

  Try: “Show me the members of the Network Team group”

  Read · fetchGroup

• Creates a new support ticket

  Opens a new ticket with the subject, requester, priority and other fields you give it.

  Try: “Create a high-priority ticket for a payment issue from Sarah”

  Write · createTicket

• Sends a reply to the customer on a ticket

  Posts a reply on a ticket, which Freshdesk sends to the customer like any agent reply.

  Try: “Reply to ticket 1001 saying the refund was issued”

  Write · replyTicket

• Adds a note to a ticket

  Adds a note to a ticket's conversation, for example an internal update for your team.

  Try: “Add a note to ticket 1001 that we are waiting on finance”

  Write · createTicketNote

• Changes a ticket's status, priority, assignee or other fields

  Edits an existing ticket, such as closing it, raising its priority or assigning it to someone.

  Try: “Set ticket 1001 to resolved”

  Write · updateTicket

• Adds a message to an existing ticket conversation

  Adds a new message to a conversation that is already on a ticket.

  Try: “Add a message to the latest conversation on ticket 1001 saying we are still checking”

  Write · updateConversation

• Updates many tickets at once

  Applies the same change, such as a status or group, to a set of tickets in one go.

  Try: “Move all open billing tickets to the Finance group”

  Write · createTicketBulkUpdate

• Adds a new customer contact

  Creates a contact record with the name, email and other details you give it.

  Try: “Create a contact for John Doe with the email johndoe@acme-corp.com”

  Write · createContact

• Adds a new customer company

  Creates a company record in Freshdesk.

  Try: “Create a company named Acme Corp”

  Write · createCompany

• Changes a company's details

  Edits an existing company record, such as its name or custom fields.

  Try: “Update the company name for record 11 to Apple”

  Write · updateCompany

• Writes a new help article in a knowledge base folder

  Creates a new knowledge base article inside a folder you choose.

  Try: “Write a help article on resetting passwords in the Account folder”

  Write · createSolutionFolderArticle

• Edits an existing help article

  Changes the content or details of a knowledge base article.

  Try: “Update the refund article with the new 30-day window”

  Write · updateSolutionArticle

• Adds a folder to a knowledge base section

  Creates a new folder inside a knowledge base category.

  Try: “Create a Shipping folder in the Orders category”

  Write · createSolutionCategoryFolder

• Adds a new section to your knowledge base

  Creates a new top-level knowledge base category.

  Try: “Create a knowledge base category called Integrations”

  Write · createSolutionCategory

• Creates a new support group

  Adds an agent group, for example for a team or region.

  Try: “Add a new support group called Network Team”

  Write · createGroup

• Changes a support group's details or members

  Edits an existing group, such as its name or who is in it.

  Try: “Add Priya to the Network Team group”

  Write · updateGroup

• Adds a new agent to your help desk

  Creates a support agent account; works only if your Freshdesk role can manage agents.

  Try: “Add Maria as a new support agent”

  Write · createAgent

• Changes an agent's details or role

  Edits an existing agent, such as their role or groups; works only if your Freshdesk role can manage agents.

  Try: “Change Priya's role to supervisor”

  Write · updateAgent

Watch out for

• It can reply to customers and bulk-update tickets

  Write tools include replying on tickets and updating many tickets at once. Ask the assistant to show what it will change before it does it. support.freshdesk.com

• You cannot turn off single tools

  Every tool is available to anyone with a valid API key. Limit what works by connecting with an agent whose role has only the permissions needed. support.freshdesk.com

• Agent and group changes follow your role

  Creating or changing agents and groups works only if the key owner's Freshdesk role allows it. Use a key from a role without admin rights for everyday ticket work. support.freshdesk.com

• Your API key sits in a config file

  Keep the file private and rotate the key from time to time, as Freshworks advises. support.freshdesk.com

• Changes show in Freshdesk's activity history

  Actions made through the assistant are logged like API and UI changes, so you can trace what it did. support.freshdesk.com

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