Freshservice

Summary

Full-surface MCP integration with the Freshservice REST API. Lets a Prospector Studio agent run the IT service desk: list / create / update / delete tickets, walk ticket conversations, manage ticket tasks, query and mutate assets, work change requests, manage problem records, and read agents / requesters / groups / departments / locations / service catalog items.

This plugin is read-write. It can create, update, and delete tickets, assets, changes, problems, and ticket tasks; reply on tickets (which sends email to the requester); and add notes. Bind it to agents only when that level of authority is intended.

Capabilities

• Tickets: list with filters, get, create, update, delete; list conversations; add notes (private or public); reply (sends email).
• Ticket tasks: list and create.
• Assets: list with filters, get, create, update, delete.
• Changes: list, get, create, update.
• Problems: list, get, create, update; mark as known error.
• Agents, requesters, groups, departments, locations: list and get.
• Service catalog: list items and get item details.

Required Headers

Credential Permissions

Freshservice API keys are tied to the issuing user's account and inherit exactly that user's role and group permissions — the API key has no independent scopes. The four built-in roles (Account Administrator, Admin, Supervisor, Agent) gate which Freshservice modules and operations the key can reach (e.g. only Admins can create assets via POST /api/v2/assets; only users with change-management roles can mutate change requests). Custom roles add finer-grained privilege bundles.

For agent use, issue the API key under a dedicated service-account user whose role is the narrowest one that covers the bound tools — for read-only ticket triage, an Agent-level account is usually enough; for asset CRUD or change management, a custom role with only the relevant module-level write privileges is preferable to the broad Admin role. Reference: Freshservice API authentication.

Allowed Hosts

*.freshservice.com

Tools

The plugin advertises 32 MCP tools, organized below by capability domain.

Tickets

Ticket Conversations

Ticket Tasks

Assets

Changes

Problems

Directory & Reference Data

Invocation Example

{
  "name": "create_ticket",
  "arguments": {
    "email": "user@example.com",
    "subject": "VPN connectivity dropping intermittently",
    "description": "User reports the corporate VPN disconnects every ~10 minutes since this morning.",
    "priority": 3,
    "status": 2,
    "type": "Incident"
  }
}

Operational Notes

• add_reply sends email. Unlike add_note (which by default is internal), add_reply posts to the customer-visible thread and triggers Freshservice's outbound email to the requester. Treat it as a side-effecting tool when binding it to agents.
• Status / priority / impact codes are integers. Freshservice uses numeric enums for these fields rather than strings: priority 1–4 (Low → Urgent), ticket status 2–5 (Open / Pending / Resolved / Closed), impact and urgency 1–3, change status 1–6. The tool descriptions document the mapping per call site.
• Pagination. List endpoints use page (1-indexed) and per_page (max 100, default 30). Walk the full set by paging until a returned page is shorter than per_page.
• delete_asset is permanent. Unlike delete_ticket (which moves to trash), delete_asset is irreversible from the API. Most agents should not be granted this tool.
• Tenant routing. The X-Freshservice-Server-Url header determines which Freshservice tenant the call hits. A single Construct deployment can fan out to multiple tenants by varying that header per request.
• Reference docs. Freshservice API documentation · API authentication.