Click on "Deploy Server".
Wait a few minutes for the server to deploy. Once ready, it will show a "Started" state.
In the chat, type @ followed by the MCP server name and your instructions, e.g., "@Freshservice MCP Server Show me all open P1 tickets"
That's it! The server will respond to your query, and you can continue using it as needed.
Here is a step-by-step guide with screenshots.
An MCP (Model Context Protocol) server that connects AI assistants to your Freshservice ITSM instance. Manage tickets, assets, changes, problems, service catalog, knowledge base, and more through natural language.
53 tools across 9 categories:
Category | Tools | Description |
Tickets | 9 | List, get, create, update, delete, reply, add notes, conversations, search |
Assets | 5 | List, get, create, update, delete |
People | 8 | Requesters, agents, groups, departments (list + get) |
Ticket Tasks | 5 | List, get, create, update, delete sub-tasks on tickets |
Time Entries | 4 | List, create, update, delete time logs |
Changes | 5 | List, get, create, update, delete change requests |
Problems | 5 | List, get, create, update, delete problem records |
Service Catalog | 3 | Browse catalog items, get details, place service requests |
Knowledge Base | 9 | Categories, folders, articles (full CRUD) |
Related MCP server: Service Desk Plus MCP Server
Node.js 18+
A Freshservice account with API access
Your Freshservice API key (Profile icon > Profile Settings > API key on the right panel)
No installation needed. Configure your MCP client to run:
{
"mcpServers": {
"freshservice": {
"command": "npx",
"args": ["-y", "freshservice-mcp"],
"env": {
"FRESHSERVICE_DOMAIN": "yourcompany",
"FRESHSERVICE_API_KEY": "your-api-key"
}
}
}
}npm install -g freshservice-mcpThen configure your MCP client:
{
"mcpServers": {
"freshservice": {
"command": "freshservice-mcp",
"env": {
"FRESHSERVICE_DOMAIN": "yourcompany",
"FRESHSERVICE_API_KEY": "your-api-key"
}
}
}
}git clone https://github.com/tannertm0/freshservice-mcp.git
cd freshservice-mcp
npm install{
"mcpServers": {
"freshservice": {
"command": "node",
"args": ["/path/to/freshservice-mcp/src/index.js"],
"env": {
"FRESHSERVICE_DOMAIN": "yourcompany",
"FRESHSERVICE_API_KEY": "your-api-key"
}
}
}
}Variable | Required | Description |
| Yes | Your Freshservice subdomain (e.g. |
| Yes | Your Freshservice API key |
Claude Desktop - Add to ~/Library/Application Support/Claude/claude_desktop_config.json (macOS) or %APPDATA%\Claude\claude_desktop_config.json (Windows)
Claude Code - Run claude mcp add freshservice -- npx -y freshservice-mcp then set env vars
Cursor / VS Code - Add to your MCP settings following your editor's docs
Tool | Description |
| List tickets with filters (status, priority, requester, date) |
| Get full ticket details |
| Create a new ticket |
| Update ticket fields (status, priority, assignment, etc.) |
| Delete a ticket (moves to trash) |
| Send a reply on a ticket |
| Add a public or private note |
| View all replies and notes |
| Filter tickets with query syntax |
Tool | Description |
| List all assets/CIs |
| Get asset details with custom fields |
| Register a new asset |
| Update asset fields |
| Remove an asset |
Tool | Description |
| End users |
| Support staff |
| Agent groups with members |
| Departments |
Tool | Description |
| List sub-tasks on a ticket |
| Get task details |
| Add a task to a ticket |
| Update task status/assignment |
| Remove a task |
Tool | Description |
| View logged time on a ticket |
| Log time spent |
| Modify a time entry |
| Remove a time entry |
Tool | Description |
| List change requests |
| Get change details (type, risk, schedule) |
| Create a change request |
| Update change fields |
| Delete a change |
Tool | Description |
| List problem records |
| Get problem details |
| Create a problem record |
| Update problem fields |
| Delete a problem |
Tool | Description |
| Browse available services |
| Get service details and required fields |
| Submit a service request |
Tool | Description |
| Browse KB categories |
| Browse KB folders |
| Read articles |
| Write a new article |
| Edit an article |
| Remove an article |
Once configured, you can ask your AI assistant things like:
"Show me all open P1 tickets"
"Create a ticket for the printer on 3rd floor being offline"
"What assets are assigned to John Smith?"
"Add a private note to ticket #5678 saying we're waiting on the vendor"
"Create a change request for the firewall upgrade scheduled next Tuesday"
"Search the knowledge base for VPN setup instructions"
"Log 2 hours on ticket #1234 for debugging the network issue"
"Show me all open problems and their impact levels"
"Place a new laptop request from the service catalog"
The search_tickets tool uses Freshservice's filter query syntax:
"priority:4 AND status:2" - Urgent + Open tickets
"group_id:12345" - Tickets assigned to a specific group
"agent_id:67890" - Tickets assigned to a specific agent
"created_at:>'2024-01-01'" - Tickets created after a dategit clone https://github.com/tannertm0/freshservice-mcp.git
cd freshservice-mcp
npm install
npm testMIT
Add a note to a Freshservice ticket
Inputs: ticket_id (required), body (required), private.
Create a new Freshservice asset
Inputs: name (required), asset_type_id (required), description, user_id, +3 more.
Create a new Freshservice change request
Inputs: subject (required), description (required), requester_id (required), priority, +9 more.
Create a new Freshservice problem
Inputs: subject (required), description (required), requester_id (required), priority, +7 more.
Create a new knowledge base article
Inputs: title (required), description (required), folder_id (required), status, +1 more.
Create a new Freshservice ticket
Inputs: subject (required), description (required), email, requester_id, +10 more.
Create a new task on a Freshservice ticket
Inputs: ticket_id (required), title (required), description, status, +3 more.
Log time spent on a Freshservice ticket
Inputs: ticket_id (required), agent_id (required), time_spent (required), note, +2 more.
Delete a Freshservice asset
Inputs: display_id (required).
Delete a Freshservice change request
Inputs: change_id (required).
Delete a Freshservice problem
Inputs: problem_id (required).
Delete a knowledge base article
Inputs: article_id (required).
Delete a Freshservice ticket (moves to trash)
Inputs: ticket_id (required).
Delete a task from a Freshservice ticket
Inputs: ticket_id (required), task_id (required).
Delete a time entry from a Freshservice ticket
Inputs: ticket_id (required), entry_id (required).
Get details of a specific agent
Inputs: agent_id (required).
Get details of a specific asset
Inputs: display_id (required).
Get details of a specific change request
Inputs: change_id (required).
Get details of a specific department
Inputs: department_id (required).
Get details of a specific agent group
Inputs: group_id (required).
Get details of a specific Freshservice problem
Inputs: problem_id (required).
Get details of a specific requester
Inputs: requester_id (required).
Get details of a specific service catalog item
Inputs: item_id (required).
Get a knowledge base article with full content
Inputs: article_id (required).
Get details of a knowledge base category
Inputs: category_id (required).
Get details of a knowledge base folder
Inputs: folder_id (required).
Get details of a specific Freshservice ticket
Inputs: ticket_id (required).
Get all conversations (replies and notes) for a ticket
Inputs: ticket_id (required).
Get details of a specific task on a ticket
Inputs: ticket_id (required), task_id (required).
List Freshservice agents (support staff)
Inputs: page, per_page, email, active.
List Freshservice assets/configuration items
Inputs: page, per_page.
List Freshservice change requests
Inputs: page, per_page, filter, order_by, +1 more.
List Freshservice departments
Inputs: page, per_page.
List Freshservice agent groups
Inputs: page, per_page.
List Freshservice problems
Inputs: page, per_page, order_by, order_type.
List Freshservice requesters (end users)
Inputs: page, per_page, email.
List items in the Freshservice service catalog
Inputs: page, per_page.
List articles in a knowledge base folder
Inputs: folder_id (required), page, per_page.
List knowledge base categories in Freshservice
Inputs: page, per_page.
List folders in a knowledge base category
Inputs: category_id (required), page, per_page.
List Freshservice tickets with optional filters
Inputs: page, per_page, filter, requester_id, +4 more.
List all tasks for a Freshservice ticket
Inputs: ticket_id (required).
List time entries for a Freshservice ticket
Inputs: ticket_id (required).
Place a service request from the Freshservice catalog
Inputs: item_id (required), quantity, email, custom_fields.
Reply to a Freshservice ticket
Inputs: ticket_id (required), body (required), cc_emails, bcc_emails.
Search/filter Freshservice tickets using a query string
Inputs: query (required).
Update an existing Freshservice asset
Inputs: display_id (required), name, description, user_id, +3 more.
Update an existing Freshservice change request
Inputs: change_id (required), subject, description, priority, +8 more.
Update an existing Freshservice problem
Inputs: problem_id (required), subject, description, priority, +6 more.
Update an existing knowledge base article
Inputs: article_id (required), title, description, status, +1 more.
Update an existing Freshservice ticket
Inputs: ticket_id (required), subject, description, priority, +7 more.
Update a task on a Freshservice ticket
Inputs: ticket_id (required), task_id (required), title, description, +4 more.
Update a time entry on a Freshservice ticket
Inputs: ticket_id (required), entry_id (required), time_spent, note, +2 more.
Recent tool additions, removals, and schema changes observed during successful MCP inspections.
Loading tool schema changelog…
Scored across 53 tools
Most tools have clearly distinct purposes targeting specific resources and actions (e.g., create_ticket vs. update_ticket vs. delete_ticket). However, some potential overlap exists between list_tickets and search_tickets, and between get_ticket and get_ticket_conversations, which could cause minor confusion for agents about which to use in certain scenarios.
Tool names follow a highly consistent verb_noun pattern throughout (e.g., create_ticket, list_agents, get_asset, update_problem, delete_change). All tools use snake_case with clear, predictable naming conventions, making them easily readable and systematic.
With 53 tools, the count is excessively high for a single server, likely overwhelming for agents to navigate efficiently. While Freshservice is a comprehensive ITSM platform, this many tools suggests over-fragmentation of operations that could be consolidated or scoped more narrowly.
The tool set provides complete CRUD/lifecycle coverage across all key Freshservice domains (tickets, assets, changes, problems, solutions, agents, requesters, etc.). It includes all essential operations from listing and getting to creating, updating, and deleting, with no obvious gaps for core workflows.
Manage tickets, run agents and workflows, query tables, and search workspace knowledge.
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Read tickets, contacts, companies, agents and groups; create, update and reply to tickets.
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