Freshservice MCP. Manage tickets, assets, and requests through conversation.
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Freshservice. Connect your IT Service Management (ITSM) data to any AI client via MCP. Use it to track active service desk tickets, manage CMDB assets, and pull detailed requester profiles right from natural conversation.
It handles everything from opening new incidents to listing company departments.
What your AI agents can do
Check itsm status
Verifies the current operational status of the helpdesk service.
Create itsm ticket
Opens a new IT incident ticket in the service desk for a specified issue.
Get asset details
Retrieves specific metadata for a given IT asset ID.
Determines if the helpdesk is currently operational or if there are any known service disruptions.
Opens a brand new incident ticket in Freshservice for a specific issue and user.
Retrieves specific metadata about a single piece of IT hardware or software asset.
Pulls detailed profile information for a specific employee or requester.
Fetches all metadata associated with a specific IT ticket ID.
Generates a list of all managed IT hardware and software assets in the CMDB.
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Supported MCP Clients
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Freshservice MCP Server: 12 Tools for ITSM Operations
Use these twelve tools to manage tickets, assets, and change records. Your AI client calls the right tool based on your conversational request.
019d75a0check itsm status
Verifies the current operational status of the helpdesk service.
019d75a0create itsm ticket
Opens a new IT incident ticket in the service desk for a specified issue.
019d75a0get asset details
Retrieves specific metadata for a given IT asset ID.
019d75a0get requester details
Gets detailed profile information for a user or requester.
019d75a0get ticket details
Fetches all metadata associated with a specific ticket ID.
019d75a0list change requests
Lists records of planned IT changes and their status.
019d75a0list it assets
Generates a list of all IT hardware and software assets in the CMDB.
019d75a0list it problems
Lists records detailing known IT problems and their status.
019d75a0list it releases
Lists records of planned IT software releases.
019d75a0list itsm tickets
Lists all open and closed IT tickets in the service desk.
019d75a0list requesters
Lists all end-users and employees in the system.
019d75a0list support agents
Lists all IT support staff and agents configured in the platform.
Choose How to Get Started
Build a custom MCP for your own tools, or connect a ready-made integration from our catalog.
Build Your Own
Turn any API into an MCP. Import a spec, define Agent Skills, or deploy with MCPFusion.
- Import from OpenAPI, Swagger, or YAML specs
- Create Agent Skills with progressive disclosure
- Deploy to edge with MCPFusion framework
- Built in DLP, auth, and compliance on every call
- Real time usage dashboard and cost metering
- Publish to catalog or keep private
Make Your AI Do More
Start with Freshservice, then connect any of our 4,700+ other servers whenever your AI needs more. One click, no limits.
- Use this MCP plus 4,700+ others, all in one place
- Add new capabilities to your AI anytime you want
- Every connection is secured and compliant automatically
- Track usage and costs across all your servers
- Works with Claude, ChatGPT, Cursor, and more
- New servers added to the catalog every week
What you can do with this MCP connector
Freshservice connects your IT Service Management (ITSM) data to any AI client via Model Context Protocol (MCP). It lets your agent track active service desk tickets, manage CMDB assets, and pull detailed requester profiles right from natural conversation. You can open new incidents, check service status, and list company departments.
Ticket Management
- You can use
list_itsm_ticketsto pull a list of all open and closed IT tickets in the service desk. You can useget_ticket_detailsto fetch all metadata attached to a specific ticket ID. You can usecreate_itsm_ticketto open a brand new IT incident ticket for a specified issue and user.
User and Agent Data
- You can use
list_requestersto pull a list of every end-user and employee in the system. You can useget_requester_detailsto get detailed profile info for any specific user. You can uselist_support_agentsto pull a list of all IT support staff and agents configured in the platform.
IT Assets and Infrastructure
- You can use
list_it_assetsto generate a list of all IT hardware and software assets in the CMDB. You can useget_asset_detailsto pull specific metadata about a single piece of IT hardware or software asset. You can uselist_it_problemsto list records detailing known IT problems and their status. You can uselist_change_requeststo list records of planned IT changes and their status. You can uselist_it_releasesto list records of planned IT software releases.
System Status and Departments
- You can use
check_itsm_statusto verify the current operational status of the helpdesk service and see if there are known service disruptions. You can uselist_it_problemsto see details about known issues. You can uselist_it_releasesto track planned software rollouts. You can uselist_support_agentsto see who's on staff. You can uselist_support_agentsto see who's on staff. You can uselist_support_agentsto see who's on staff.
How Freshservice MCP Works
- 1 Subscribe to this server on the Vinkius Marketplace and enter your Freshservice Domain prefix and API Key.
- 2 Connect your preferred AI client (Claude, Cursor, etc.) and invoke a tool by describing the action (e.g., 'List all high-priority tickets').
- 3 The server executes the necessary API calls and returns the structured data to your AI client for a conversational response.
The bottom line is: your AI agent handles the API calls, so you just talk to it.
Who Is Freshservice MCP For?
IT Managers who need to check incident volumes without clicking through dashboards. Service Desk Agents who need a real-time overview of ticket details and requester profiles via simple commands. System Administrators who must automate the retrieval of asset metadata and release records.
Uses the server to check ticket status and pull requester profiles quickly, without switching between the ticketing system and their chat client.
Runs reports on incident volumes or change request statuses via natural language prompts to inform resource planning.
Automates the retrieval of asset metadata, release records, and user lists to maintain system documentation and compliance.
What Changes When You Connect
- Instantly check incident volumes or change request statuses. You don't have to navigate the dashboard; just ask your agent to run
list_itsm_ticketsorlist_change_requests. - Get a real-time overview of ticket details and requester profiles. When a user asks about 'Jane Smith', the agent runs
get_requester_detailsand pulls her open ticket count. - Maintain full context of your infrastructure. Use
list_it_assetsto see the whole CMDB, and thenget_asset_detailsto get specifics on a single piece of hardware. - Speed up incident response. If something breaks, you can run
create_itsm_ticketimmediately, passing all the necessary details (like the user and the problem) in one go. - Coordinate deployments effectively. Access IT release records and monitor change requests using
list_it_releasesandlist_change_requeststo ensure proper sequencing. - Understand your team's workload. Run
list_support_agentsandlist_requestersto see who's open tickets and who's available.
Real-World Use Cases
New Incident Reporting
A Service Desk Agent gets a call about a broken printer. Instead of opening the ticket and searching for the user's ID, they tell their AI client: 'Create a ticket for johndoe@email.com about a printer failure.' The agent runs create_itsm_ticket and fills in all the required fields automatically, logging the incident in seconds.
Auditing Asset Compliance
An IT Manager needs to verify that all department assets are accounted for. They prompt the agent: 'List all IT assets in the Engineering department.' The agent uses list_it_assets and filters the data by department, giving the manager a compliance report without manual database queries.
Pre-Change Risk Assessment
A System Administrator plans a major software update. They ask the agent to cross-reference the change plan against known issues. The agent runs list_change_requests and then list_it_problems, combining the data to flag potential conflicts before the deployment even starts.
Investigating a User Issue
A user reports an access issue. The agent runs get_requester_details to confirm the user's department and contact info. Then, they check list_itsm_tickets to see if similar access issues have been reported recently, speeding up the diagnosis.
The Tradeoffs
Manual Dashboard Cross-Referencing
The agent opens the ticket system, finds the ticket ID. Then they open the CMDB tool, search by asset tag, and finally open the user directory to confirm the department—all involving multiple clicks and copy-pasting.
→
Tell your AI client to do it all in one go. Ask it: 'Get the full details for ticket ID 12345, including the associated asset and the requester's department.' The agent runs get_ticket_details and get_asset_details in sequence, giving you one answer.
Forgetting the Contextual Tools
The team only uses list_itsm_tickets to see open tickets, but they miss the context that the ticket is related to a known system problem or a pending change.
→
Always check the related records. Before looking at tickets, ask the agent to run list_it_problems and list_change_requests. This adds the necessary context—it's not just a ticket; it's a ticket related to a known problem.
Over-relying on Search Bar Filters
Trying to manually filter a list of assets by 'Status: Decommissioned' and then exporting the resulting spreadsheet to share with a manager.
→
Ask the agent to run list_it_assets and specify the filters. The agent runs the query and returns the clean, structured list directly in the chat, which you can copy or feed into another tool.
When It Fits, When It Doesn't
Use this server if your process involves gathering data from multiple, disparate IT systems—like tickets, assets, and users—and you need an agent to orchestrate the calls. The key is combining data points. For example, you need to know who (using get_requester_details) is experiencing what (using list_itsm_tickets) and which specific piece of equipment (using get_asset_details).
Don't use this if you only need to read a single, simple dataset (e.g., 'What is the current ITSM status?'). For those single reads, a dedicated, simpler API wrapper might suffice. But if the job requires connecting the dots—if you need to know that Ticket 123 is about Asset X, which belongs to User Y—then this MCP server is what you need.
Independent Platform Disclaimer: Vinkius is an independent platform and is not affiliated with, endorsed by, sponsored by, verified by, or otherwise authorized by Freshservice. All third-party trademarks, logos, and brand names are the property of their respective owners. Their use on this website is strictly for informational purposes to identify service compatibility and interoperability.
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Sandboxed per request
Zero-Trust Proxy
No stored credentials
DLP Enforced
Policy on every call
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Token Compression
~60% cost reduction
Works with Claude, ChatGPT, Cursor, and more
The Model Context Protocol standardizes how applications expose capabilities to LLMs. Instead of operating in isolation, your AI gains direct access to external platforms, live data, and real-world actions through secure, standardized connections.
This server provides 12 capabilities that interface natively with Claude, ChatGPT, Cursor, and any MCP client. No middleware. No custom integration required.
Available Capabilities
Manually checking IT status across three different dashboards is a waste of time.
Today, if a service desk agent needs to know if a ticket is blocked by a known system issue, they have to open the ticketing system, check the asset management dashboard, and then pull up the change log. They copy ticket IDs, search the CMDB by asset tag, and then manually look up the change window—it takes five different tabs and three minutes of copy/pasting.
With this MCP server, you ask your agent: 'Why is ticket 123 stalled?' The agent runs `get_ticket_details`, automatically cross-references the associated asset via `get_asset_details`, and checks the change window using `list_change_requests`. You get the full answer in the chat. No tabs needed.
Freshservice MCP Server: Get actionable data on IT assets and users.
You no longer have to manually cross-reference asset IDs with user departments. Instead of searching the CMDB and then opening a separate directory to see who owns the asset, you just ask for the asset details and the system pulls the owner's department directly.
The data is unified. It’s not just a list of assets or a list of users; it's the relationship between them—who owns what, and what that item is connected to in a ticket. That’s the difference.
Common Questions About Freshservice MCP
How do I use the `create_itsm_ticket` tool with Freshservice MCP Server? +
Just ask your agent to create the ticket, specifying the title and the user. For example: 'Open a ticket for johndoe@email.com about my laptop screen.' The agent handles the API call and logs the incident ID for you.
Can I list assets using the `list_it_assets` tool? +
Yes. The list_it_assets tool generates a list of all IT hardware and software assets in your CMDB. You can then follow up by asking the agent to run get_asset_details on any specific ID from that list.
Does `get_requester_details` provide more than just an email? +
Yes. It pulls detailed profile information, including the user's department and any open tickets associated with their profile. This helps agents quickly understand the scope of the issue.
What is the difference between `list_itsm_tickets` and `get_ticket_details`? +
list_itsm_tickets shows you a high-level summary of all tickets. get_ticket_details dives deep into one specific ticket, giving you all the metadata like priority, status, and description.
Can Freshservice MCP Server help with change management? +
Yes. You can run list_change_requests to see planned changes, and list_it_problems to see known issues. This lets you check if a ticket is related to a change or a problem.
How do I use the `list_support_agents` tool to check agent availability? +
This tool lists all IT agents and their current details. You can use it to verify agent contact information or check who is available to take a new ticket.
What metadata can I get using `get_asset_details`? +
The tool retrieves detailed information about a specific asset. It includes metadata like the asset's assigned department, purchase date, and current operational status.
How do I list all IT problems with `list_it_problems`? +
This tool pulls a list of all recorded IT problem records. It helps you see recurring issues and understand the root causes of multiple related incidents.
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.
Use it with your favorite AI tools
Connect this server to Cursor, Claude, VS Code, and more.
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