How to Use the Freshservice MCP in Mastra AI

Q: How do I configure Mastra AI to retry failed Freshservice ticket updates?

Define a workflow where getticketdetails is the target step. If the call fails, Mastra AI uses its built-in retry engine with exponential backoff to fetch the ticket data again.

Q: Can I require human approval before Mastra AI creates a Freshservice ticket?

Yes. Set requireToolApproval to true on the createitsmticket tool. This pauses the Mastra AI workflow and alerts an admin before the ticket is officially logged.

Q: How does the Mastra AI integration handle Freshservice release records?

The agent calls listitreleases to fetch pending deployments. You can build a conditional branch that checks the status of these releases before updating any related hardware records.

Build reliable multi-step IT workflows with Mastra AI and this Freshservice integration.

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Create your Vinkius account to connect Freshservice to Mastra AI and route execution through our secure gateway. The platform manages server hosting, runtime updates, and security layers. Configuration requires no manual server provisioning.

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Automated problem-to-change escalation workflows

The `list_it_problems` tool lets your Mastra AI agent monitor recurring infrastructure issues automatically. When a critical problem is detected, the workflow engine triggers conditional branching to assess the situation. The agent then calls `list_change_requests` to see if a fix is already scheduled. If no change exists, Mastra automatically executes your retry logic to ensure the incident is logged without manual intervention.

Self-healing asset tracking pipelines

The `list_it_assets` tool allows your Mastra AI workflows to scan your hardware inventory on a schedule. If an asset is flagged as missing or broken, the agent initiates a lookup to find out who had it last. It uses `get_requester_details` to verify the owner's department and contact info before taking action. If the lookup fails due to network issues, Mastra's built-in exponential backoff retries the connection automatically.

Multi-step ticket routing with Mastra AI workflows

The `create_itsm_ticket` tool acts as the final step in your automated system-alert pipelines. When your monitoring systems flag an outage, the Mastra agent drafts the incident ticket with precise diagnostic details. Next, the workflow uses `list_support_agents` to find the on-call team and assigns the ticket immediately. You can configure `requireToolApproval` to make sure a human reviews the assignment before it goes live.

Setup guide

Set up Freshservice MCP in Mastra AI

Prerequisites

Node.js 18+ and a TypeScript project
@mastra/mcp + @mastra/core packages
Active Vinkius subscription with a valid endpoint token

1

Install dependencies
Run npm install @mastra/mcp @mastra/core plus your preferred model provider (e.g. @ai-sdk/openai).
2

Configure the MCPClient
Create an MCPClient with your Vinkius endpoint as a URL object. Replace [YOUR_TOKEN_HERE] with your token from cloud.vinkius.com.
3

Discover and inject tools
Call mcpClient.listTools() and spread the result into your agent's tools object. All Freshservice tools become native Mastra tools.
4

Run with any model
Swap openai("gpt-4o") for any AI SDK-compatible provider. Call agent.generate() and the agent routes tool calls through MCP automatically.

agent.ts

import { MCPClient } from "@mastra/mcp";
import { Agent } from "@mastra/core/agent";
import { openai } from "@ai-sdk/openai";

const mcpClient = new MCPClient({
  id: "freshservice-mcp-client",
  servers: {
    "freshservice-mcp": {
      url: new URL(
        "https://edge.vinkius.com/[YOUR_TOKEN_HERE]/mcp"
      ),
    },
  },
});

const agent = new Agent({
  name: "Freshservice Agent",
  model: openai("gpt-4o"),
  instructions: "You have access to Freshservice tools.",
  tools: {
    ...(await mcpClient.listTools()),
  },
});

const result = await agent.generate(
  "List recent Freshservice transactions"
);
console.log(result.text);

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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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Common questions about Freshservice MCP in Mastra AI

Define a workflow where `get_ticket_details` is the target step. If the call fails, Mastra AI uses its built-in retry engine with exponential backoff to fetch the ticket data again.

Yes. Set `requireToolApproval` to true on the `create_itsm_ticket` tool. This pauses the Mastra AI workflow and alerts an admin before the ticket is officially logged.

The agent calls `list_it_releases` to fetch pending deployments. You can build a conditional branch that checks the status of these releases before updating any related hardware records.

Instantiate the client with your Vinkius endpoint URL and pass the tools directly into your agent configuration. The framework handles the underlying SSE connection automatically.

Your asset details and hardware records are processed within a zero-trust, ephemeral V8 sandbox. Vinkius handles the credentials securely, ensuring no sensitive configuration data is exposed to external networks.

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