# Freshservice MCP

> 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.

## Overview
- **Category:** cloud-infrastructure
- **Price:** Free
- **Tags:** itsm, asset-management, cmdb, incident-management, change-management, it-operations

## Description

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_tickets` to pull a list of all open and closed IT tickets in the service desk. You can use `get_ticket_details` to fetch all metadata attached to a specific ticket ID. You can use `create_itsm_ticket` to open a brand new IT incident ticket for a specified issue and user.

**User and Agent Data**
*   You can use `list_requesters` to pull a list of every end-user and employee in the system. You can use `get_requester_details` to get detailed profile info for any specific user. You can use `list_support_agents` to pull a list of all IT support staff and agents configured in the platform.

**IT Assets and Infrastructure**
*   You can use `list_it_assets` to generate a list of all IT hardware and software assets in the CMDB. You can use `get_asset_details` to pull specific metadata about a single piece of IT hardware or software asset. You can use `list_it_problems` to list records detailing known IT problems and their status. You can use `list_change_requests` to list records of planned IT changes and their status. You can use `list_it_releases` to list records of planned IT software releases.

**System Status and Departments**
*   You can use `check_itsm_status` to verify the current operational status of the helpdesk service and see if there are known service disruptions. You can use `list_it_problems` to see details about known issues. You can use `list_it_releases` to track planned software rollouts. You can use `list_support_agents` to see who's on staff. You can use `list_support_agents` to see who's on staff. You can use `list_support_agents` to see who's on staff.

## Tools

### 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.

### get_requester_details
Gets detailed profile information for a user or requester.

### get_ticket_details
Fetches all metadata associated with a specific ticket ID.

### list_change_requests
Lists records of planned IT changes and their status.

### list_it_assets
Generates a list of all IT hardware and software assets in the CMDB.

### list_it_problems
Lists records detailing known IT problems and their status.

### list_it_releases
Lists records of planned IT software releases.

### list_itsm_tickets
Lists all open and closed IT tickets in the service desk.

### list_requesters
Lists all end-users and employees in the system.

### list_support_agents
Lists all IT support staff and agents configured in the platform.

## Prompt Examples

**Prompt:** 
```
List all active IT tickets in my service desk.
```

**Response:** 
```
Retrieving tickets... I found 5 active incidents, including 'VPN Access Failure' (Priority: High) and 'Software Request' (Priority: Low). Would you like the full details for the VPN issue?
```

**Prompt:** 
```
Show me the details for requester 'Jane Smith'.
```

**Response:** 
```
Searching requesters... I found Jane Smith (jane@example.com). She is in the 'Engineering' department and has 2 open IT tickets associated with her profile.
```

**Prompt:** 
```
Create a new IT ticket: 'Printer Not Working' from 'johndoe@email.com'.
```

**Response:** 
```
Ticket created! I have successfully opened incident ID 98765 regarding 'Printer Not Working' for johndoe@email.com. It is currently in the 'Open' status.
```

## Capabilities

### Check Service Desk Status
Determines if the helpdesk is currently operational or if there are any known service disruptions.

### Create New IT Tickets
Opens a brand new incident ticket in Freshservice for a specific issue and user.

### Get Asset Details
Retrieves specific metadata about a single piece of IT hardware or software asset.

### Get User Details
Pulls detailed profile information for a specific employee or requester.

### Get Ticket Details
Fetches all metadata associated with a specific IT ticket ID.

### List IT Assets
Generates a list of all managed IT hardware and software assets in the CMDB.

## 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.

## Benefits

- Instantly check incident volumes or change request statuses. You don't have to navigate the dashboard; just ask your agent to run `list_itsm_tickets` or `list_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_details` and pulls her open ticket count.
- Maintain full context of your infrastructure. Use `list_it_assets` to see the whole CMDB, and then `get_asset_details` to get specifics on a single piece of hardware.
- Speed up incident response. If something breaks, you can run `create_itsm_ticket` immediately, 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_releases` and `list_change_requests` to ensure proper sequencing.
- Understand your team's workload. Run `list_support_agents` and `list_requesters` to see who's open tickets and who's available.

## How It Works

The bottom line is: your AI agent handles the API calls, so you just talk to it.

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.

## Frequently Asked Questions

**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.