# Freshservice MCP for AI Agents AI Agent Connect > Freshservice MCP. Connect your IT service desk to your AI agent to manage tickets, track hardware assets, and pull employee profiles instantly. Stop jumping between tabs to check status updates or find asset details. ## Overview - **Category:** cloud-infrastructure - **Price:** Free - **Endpoint:** https://edge.vinkius.com/vk_preview_Jkn7vZt1rlDcylt4CfJKCcvUNi4EoRmfpOOF7hz1/ai-agent-connect - **Tags:** itsm, asset-management, cmdb, incident-management, change-management, it-operations ## Description This Connector lets you connect your Freshservice instance to your AI agent to handle IT service management tasks through natural conversation. Instead of digging through a massive CMDB or hunting for employee contact info in separate systems, you can just ask your agent to pull that data for you. It handles the heavy lifting of navigating your ITSM data so you can focus on actually fixing problems. Whether you need to see which agents are overloaded, check the status of a pending change request, or open a new incident for a hardware failure, the data is right there. It turns your service desk into a searchable database that works within your primary workspace. You can find this in the Vinkius catalog to get your team's IT operations synced up with your daily workflow. It's a way to make your service desk data actually usable without the constant clicking. ## Tools ### create_itsm_ticket Open a new IT incident or request directly from your chat. This helps you log issues faster. ### check_itsm_status See if the helpdesk is currently operational or experiencing issues. Use this to verify system health. ### get_asset_details Pull specific metadata for hardware or software assets in your inventory. It gives you full context on your gear. ### get_requester_details Grab contact info and department details for a specific employee. This speeds up user identification. ### get_ticket_details Get the full history and metadata for a specific service desk ticket. This provides a complete overview of an issue. ### list_support_agents See a list of all IT agents currently configured in your system. Use this to check team availability. ### list_it_assets View your entire inventory of IT hardware and software. This gives you a full look at your assets. ### list_change_requests See all pending or completed change requests in your ITSM. Use this to track infrastructure updates. ### list_it_problems Pull a list of all recorded problem records for your team. This helps you track recurring issues. ### list_it_releases Access your IT release records to see upcoming software deployments. This keeps your team aligned on releases. ### list_itsm_tickets See every ticket currently in your service desk. This provides a complete view of your current queue. ### list_requesters Get a full list of end-users and employees in your system. Use this to see who is using your services. ## Prompt Examples **Prompt:** ``` List all active tickets for the Engineering department. ``` **Response:** ``` ### Active Engineering Tickets | Ticket ID | Priority | Status | Summary | | :--- | :--- | :--- | :--- | | #8821 | High | In Progress | VPN Connection Drop | | #8845 | Medium | Open | Laptop Battery Issue | | #8902 | Low | Pending | Software Request | **Total Active Tickets:** 3 ``` **Prompt:** ``` What is the status of the VPN migration release? ``` **Response:** ``` ### Release Record: VPN Migration * **ID:** REL-402 * **Status:** **Completed** * **Deployment Date:** 2026-06-15 * **Notes:** Migration successful. All users migrated to the new gateway. No reported outages. ``` **Prompt:** ``` Give me the details for requester Sarah Chen. ``` **Response:** ``` ### Requester Profile: Sarah Chen * **Email:** sarah.chen@example.com * **Department:** Marketing * **Role:** Creative Director * **Open Tickets:** 2 **Recent Ticket:** #8845 (Laptop Battery Issue) ``` ## Capabilities ### Open new IT incidents Create a new service desk ticket instantly using natural language commands. ### Fetch hardware and software metadata Get specific details for any asset in your inventory without manual searching. ### Pull requester contact details Retrieve employee info and department data from your requester list. ### List all active service desk tickets See every open ticket in your system at a glance. ### Monitor change requests and problems Check the status of pending changes or existing problem records. ### View IT release records Access your deployment history and upcoming release records. ## Use Cases ### Quick Incident Creation An agent hears about a broken printer and asks the agent to 'Create a ticket for John Doe's broken printer.' The agent uses create_itsm_ticket to do it instantly. ### Asset Verification A sysadmin needs to know the specs of a laptop. They ask, 'What are the specs for asset ID 123?' The agent uses get_asset_details to provide the answer. ### Workload Check A manager wants to see who is busy. They ask, 'Show me all active agents.' The agent uses list_support_agents to provide a list. ### Change Tracking During a maintenance window, someone asks, 'What changes are happening today?' The agent uses list_change_requests to summarize the schedule. ## Benefits - Stop manual searching by using list_it_assets to see your entire inventory in seconds. - Speed up response times by pulling employee data with get_requester_details during a support call. - Reduce ticket backlog by opening new incidents instantly with create_itsm_ticket. - Keep infrastructure stable by monitoring list_change_requests and list_it_releases through your agent. - Get a bird's-eye view of your team's workload by using list_support_agents to see who is available. - Stay informed on system health by quickly checking check_itsm_status whenever issues arise. ## How It Works The bottom line is you get a direct line from your chat window to your entire IT service desk. 1. Subscribe to the Freshservice MCP through the Vinkius Marketplace. 2. Enter your Freshservice Domain prefix and API Key from your profile settings. 3. Ask your agent to list tickets, check assets, or create incidents directly. ## Frequently Asked Questions **Can the Freshservice MCP create new tickets for me?** Yes, it can open new incidents immediately from your chat. You just describe the issue, and the Connector handles the ticket creation in your service desk. **Does this tool let me see my hardware inventory?** Yes, it pulls all IT assets from your CMDB. You can ask for specific hardware details or a list of all your assets. **Can I use this to see who is on the support team?** Yes, it lists all configured agents in your system. This helps you see who is available to help with tickets. **Will this help me track software deployments?** Yes, it pulls all release records. You can check the status and history of your software deployments directly in your chat. **Can I get user contact info through this?** Yes, it retrieves requester profiles. You can quickly pull emails and department info for any user in your system. **How does this help with change management?** It lets you list all change requests instantly. You can stay on top of infrastructure updates without digging through dashboards. **How do I get an API Key for Freshservice?** Log in to your Freshservice instance, click on your Profile picture in the top-right corner, go to 'Profile Settings', and your API Key will be displayed on the right side. **What is my 'Domain prefix'?** Your domain prefix is the first part of your Freshservice URL (e.g. if your URL is 'acme.freshservice.com', the prefix is 'acme'). **Can I view my CMDB assets via the agent?** Yes! Use the 'list_it_assets' tool to retrieve your hardware and software inventory from the Freshservice CMDB. **Is it possible to track change management requests?** Yes, the 'list_change_requests' tool allows you to monitor all change tickets to ensure proper IT governance and stability.