Freshservice MCP server (official, by Freshworks)

• Lists tickets, such as the open ones assigned to you

  Gets the tickets you can see in Freshservice. For employees it returns only their own tickets.

  Try: “Get all open tickets assigned to me.”

  Read · fetchTickets

• Finds tickets by status, priority, group or other fields

  Filters tickets by the values of ticket fields, such as all urgent tickets in the Network group.

  Try: “Show urgent tickets in the Network group created this week.”

  Read · fetchTicketFilter

• Shows the full details of one ticket

  Gets one ticket by its number, with its fields, requester and status.

  Try: “Show details for ticket 10234.”

  Read · fetchTicket

• Creates a new ticket

  Raises a new ticket in Freshservice with the details you give.

  Try: “Create a ticket: my laptop will not connect to the office Wi-Fi.”

  Write · createTicket

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

  Updates an existing ticket, for example to change its status, priority or the agent it is assigned to.

  Try: “Set ticket 10234 to resolved.”

  Write · updateTicket

• Adds a note to a ticket

  Adds a note to an existing ticket, such as an internal note for other agents.

  Try: “Add an internal note to ticket 1023: 'The issue is caused by a sudden router reboot.'”

  Write · createTicketNote

• Replies on one of your tickets

  Posts a reply on a ticket. Freshworks lists it in the tools for employees (requesters).

  Try: “Reply to my ticket 552 saying the issue is fixed.”

  Write · replyTicket

• Lists the assets in Freshservice, such as laptops and servers

  Gets the assets recorded in Freshservice.

  Try: “List all assets assigned to the London office.”

  Read · fetchAssets

• Shows the details of one asset

  Gets one asset by its ID, with its type, owner and fields.

  Try: “Show details for asset 3381.”

  Read · fetchAsset

• Adds a new asset

  Creates a new asset record in Freshservice.

  Try: “Add a new MacBook Pro asset assigned to jane@acme.com.”

  Write · createAsset

• Changes an asset's details

  Updates an existing asset record, such as its owner or location.

  Try: “Reassign asset 3381 to the Berlin office.”

  Write · updateAsset

• Lists your service desk agents

  Gets the agents in your Freshservice account.

  Try: “Who are the agents in the Network group?”

  Read · fetchAgents

• Shows one agent's details

  Gets the details of one agent.

  Try: “Show the details for agent Priya Shah.”

  Read · fetchAgent

• Lists the employees who raise requests

  Gets the requesters (employees) in your account. Not available in single-account MSP mode.

  Try: “List requesters in the Finance department.”

  Read · fetchRequesters

• Shows one employee's details

  Gets the details of one requester. Not available in single-account MSP mode.

  Try: “Look up the requester john@acme.com.”

  Read · fetchRequester

• Shows an employee onboarding request

  Gets the details of one employee onboarding request.

  Try: “Show onboarding request 14.”

  Read · fetchOnboardingRequest

• Shows what an onboarding request needs

  Gets the fields on the onboarding request form, so the assistant knows what to fill in.

  Try: “What do I need to fill in to onboard a new hire?”

  Read · fetchOnboardingRequestForm

• Starts onboarding for a new employee

  Files an onboarding request so IT can set up a new employee.

  Try: “Start onboarding for Alex Kim, starting Monday in Sales.”

  Write · createOnboardingRequest

• Lists employee offboarding requests

  Gets all offboarding requests.

  Try: “List this month's offboarding requests.”

  Read · fetchOffboardingRequests

• Lists the tickets created for offboarding

  Gets the tickets that offboarding requests created.

  Try: “Show the open tickets for Sam Lee's offboarding.”

  Read · fetchOffboardingRequestTickets

• Shows what an offboarding request needs

  Gets the fields on the offboarding request form.

  Try: “What do I need to offboard an employee?”

  Read · fetchOffboardingRequestForm

• Starts offboarding for a leaving employee

  Files an offboarding request so IT can remove access and collect equipment.

  Try: “Start offboarding for Sam Lee, last day Friday.”

  Write · createOffboardingRequest

• Searches the service catalog

  Finds service catalog items that match a word, such as laptop or VPN.

  Try: “Search the service catalog for 'laptop'.”

  Read · fetchServiceCatalogItemSearch

• Lists everything in the service catalog

  Gets all items in the service catalog.

  Try: “What can I request from IT?”

  Read · fetchServiceCatalogItems

• Shows one service catalog item

  Gets the details and fields of one catalog item.

  Try: “What does the new laptop request need?”

  Read · fetchServiceCatalogItem

• Lists the service catalog's categories

  Gets the categories of the service catalog. Freshworks lists it in the tools for employees (requesters).

  Try: “What categories are in the service catalog?”

  Read · fetchServiceCatalogCategories

• Requests an item from the service catalog for you or someone else

  Places a service request for a catalog item, such as software or hardware.

  Try: “Request a software installation for Zoom for john@acme.com.”

  Write · placeRequestServiceCatalogItem

• Searches knowledge base articles

  Finds solution articles that match a word or phrase.

  Try: “Find solution articles for 'VPN issue'.”

  Read · fetchSolutionArticleSearch

• Shows one knowledge base article

  Gets the full text of one solution article.

  Try: “Show me the article on resetting my password.”

  Read · fetchSolutionArticle

• Lists the articles in a knowledge base folder

  Gets the solution articles inside one folder.

  Try: “List the articles in the Remote Work folder.”

  Read · fetchSolutionArticles

• Lists knowledge base categories

  Gets all solution categories in the knowledge base.

  Try: “What knowledge base categories do we have?”

  Read · fetchSolutionCategories

• Shows one knowledge base category

  Gets the details of one solution category.

  Try: “Show the Hardware category.”

  Read · fetchSolutionCategory

• Lists the folders in a knowledge base category

  Gets the folders inside one solution category.

  Try: “What folders are in the Software category?”

  Read · fetchSolutionFolders

• Shows one knowledge base folder

  Gets the details of one solution folder.

  Try: “Show the VPN folder.”

  Read · fetchSolutionFolder

• Writes a new knowledge base article

  Creates a new solution article in a folder.

  Try: “Write a knowledge base article on fixing VPN timeouts from ticket 1023.”

  Write · createSolutionArticle

• Edits a knowledge base article

  Updates the text or details of an existing solution article.

  Try: “Update the password reset article with the new self-service link.”

  Write · updateSolutionArticle

• Adds a folder to the knowledge base

  Creates a new folder in a solution category.

  Try: “Create a folder called Printers under Hardware.”

  Write · createSolutionFolder

• Lists your Freshservice workspaces

  Gets all workspaces in the account, such as IT and HR.

  Try: “Which workspaces do we have?”

  Read · fetchWorkspaces

• Lists agent groups

  Gets all agent groups.

  Try: “List the agent groups.”

  Read · fetchGroups

• Lists departments

  Gets all departments. Not available in single-account MSP mode.

  Try: “List our departments.”

  Read · fetchDepartments

• Lists office locations

  Gets all locations.

  Try: “List our office locations.”

  Read · fetchLocations

• Lists vendors

  Gets all vendors recorded in Freshservice.

  Try: “Which vendors do we have?”

  Read · fetchVendors

• Lists products in the product catalog

  Gets all products recorded in Freshservice.

  Try: “List the products we track.”

  Read · fetchProducts

• Gets records from your custom objects

  Gets the records stored in your account's custom objects.

  Try: “Show the records in our software licences object.”

  Read · fetchCustomObjectRecords

• Used by the assistant behind the scenes

  Looks up the fields a ticket form has

  Gets the fields on the ticket form, so the assistant can fill a ticket in correctly.

  Try: “What fields does a new ticket need?”

  Read · fetchTicketFormFields

• Looks up the asset types you use

  Gets all asset types, so the assistant can file assets correctly.

  Try: “What asset types do we use?”

  Read · fetchAssetTypes

• Looks up the fields of an asset type

  Gets the fields for one asset type, so the assistant can fill them in.

  Try: “What fields does a laptop asset have?”

  Read · fetchAssetTypeFields

Watch out for

• On by default for every account

  Any admin or agent can connect an AI tool unless an admin turns MCP off or limits it by role under Admin Settings, MCP. support.freshservice.com

• It can create and change records

  It can create and update tickets, assets and articles and file onboarding and offboarding requests. Turn off tools you do not need, or require approval for them. support.freshservice.com

• API keys sit in a config file

  The API key option stores your personal key in plain text in your client's config. Use sign-in instead where your client supports it. support.freshservice.com

• Every call uses your allowance

  Reads count the same as writes against the plan's action allowance, with 25 to 100 actions per minute by plan. support.freshservice.com

• Changes are logged

  Changes made through the assistant show in each record's activity history like any other change. support.freshservice.com

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