# Freshdesk MCP

> Freshdesk MCP gives your AI agent full control over your customer support ecosystem. Instantly manage tickets, look up contact histories, check internal team status, and update ticket statuses—all from a natural conversation. You get an operational coordinator that lives inside your favorite client.

## Overview
- **Category:** industry-titans
- **Price:** Free
- **Tags:** ticket-management, omnichannel-support, customer-service, automation, self-service, workflow-management

## Description

This connection lets you turn your helpdesk into something truly automated. Instead of jumping between tabs to check if a ticket is open or who the customer is, you just talk to your agent. It acts like having a dedicated operations manager sitting next to you.

Need to know the background on an issue? Your agent pulls up detailed contact profiles and full interaction histories immediately. If a ticket status is wrong, you can update it—changing priorities or moving it from 'Open' to 'Pending' without logging into Freshdesk itself. You can also list all agents and groups to figure out who needs to handle the request next. When you connect this MCP through Vinkius, your AI client becomes a central command center for everything support-related.

## Tools

### list_support_agents
Retrieves a list of all support staff members within your helpdesk system.

### list_support_companies
Gets a directory listing of all companies and organizations in your account.

### list_contacts
Retrieves a list of individual helpdesk contacts by name or criteria.

### list_help_folders
Shows the organizational structure and names of your knowledge base folders.

### list_support_groups
Lists the different support agent groups defined in your helpdesk setup.

### list_tickets
Retrieves a list of all open and closed tickets, allowing you to filter by status or priority.

### create_ticket
Generates a brand new support ticket directly from your conversation with the agent.

### get_contact_details
Fetches specific, detailed profile information for any given contact.

### get_ticket_details
Pulls all metadata for a specific ticket, including the full conversation thread and audit logs.

### update_ticket_details
Modifies an existing ticket by changing its status or adjusting its assigned priority level.

## Prompt Examples

**Prompt:** 
```
List all my open tickets in Freshdesk.
```

**Response:** 
```
I've retrieved 5 open tickets. Notable requests include 'Login issues' (ID: 101) and 'Billing question' (ID: 102). Would you like the full details for any specific ticket?
```

**Prompt:** 
```
Show me the details for ticket ID '101'.
```

**Response:** 
```
Fetching metadata for ticket 101... The issue is reported by 'john@example.com'. It's currently 'Open' with 'High' priority. The latest message says the user can't access the dashboard. Shall I list the full conversation?
```

**Prompt:** 
```
Create a new ticket 'Feature suggestion' for 'sarah@example.com'.
```

**Response:** 
```
Done! I've created the new ticket for Sarah. The ID is 103 and I've set the priority to 'Low'. Your team will see this in the Freshdesk queue immediately.
```

## Capabilities

### Retrieve core customer data
Pull complete profiles and interaction histories for specific contacts or entire organizations.

### Manage ticket lifecycle
List existing tickets, get full metadata on any case, create new requests, or change the status/priority of a ticket.

### Map out internal support structure
Access lists of active support agents, available groups, and knowledge base folders to coordinate team assignments.

## Use Cases

### Triage a high-priority billing issue.
A customer reports a sudden billing problem. Instead of manually checking the ticket queue, you ask your agent to `list_tickets` and filter by 'Billing'. You grab the full conversation thread using `get_ticket_details`, confirm it's High priority, and then use `update_ticket_details` to assign it immediately to the Billing Support Group.

### Onboard a new customer account.
A sales rep closes a deal but needs support documentation. They ask your agent to find all contacts related to the company via `list_support_companies` and then use `get_contact_details` for the primary user, ensuring all necessary information is logged before handing off the case.

### Manage a large-scale outage.
The team discovers an issue affecting multiple users. You ask your agent to list all support agents and groups via `list_support_agents` and `list_support_groups`. This allows you to quickly determine which teams need to be alerted or assigned the incoming tickets.

### Document a feature suggestion.
A customer calls with an idea for improvement. Instead of writing an email, you ask your agent to `create_ticket` and specify 'Feature Suggestion' as the subject, ensuring it gets logged into the official system immediately.

## Benefits

- Stop manual status checks. Use the `update_ticket_details` tool to change a ticket's priority or status instantly, regardless of which tab you’re currently viewing.
- Get instant context on customers. The agent can run `get_contact_details` and immediately pull up full interaction histories for any contact ID you provide.
- Streamline new issue intake. Don't waste time writing emails to open a case; just ask the agent to `create_ticket`, and it handles all the required fields.
- Know who's available. Use `list_support_agents` or `list_support_groups` to check team availability before assigning an issue, improving your internal routing process.
- Quickly search knowledge. Instead of browsing folders manually, you can use tools like `list_help_folders` to map out the support documentation structure and find context faster.

## How It Works

The bottom line is that once it’s connected, you never have to manually log into Freshdesk again just to get an overview or make a quick update.

1. Subscribe to this MCP and grab your API Key from Freshdesk's profile settings.
2. Identify your specific account subdomain (like 'vinkius' in vinkius.freshdesk.com).
3. Connect the credentials within any MCP-compatible client, giving your agent immediate access to your support data.

## Frequently Asked Questions

**How do I get full customer history using Freshdesk MCP?**
You can retrieve a contact's complete interaction history by asking the agent to run `get_contact_details`. This gives you more than just names; it provides detailed profiles and all recorded interactions in one place.

**Can Freshdesk MCP help me update a ticket status?**
Yes, you can. Use the `update_ticket_details` tool to modify any existing ticket's status or priority level simply by telling your agent what change is needed.

**Does Freshdesk MCP help me find which agents are available?**
Absolutely. You can use the `list_support_agents` tool to get a list of all staff, and `list_support_groups` helps you understand how your team is structured for better routing.

**What if I need to create a ticket but don't know the ID?**
No problem. You can simply instruct the agent to `create_ticket`. It handles generating the new case and submitting it into your live Freshdesk queue for you.

**Which tools do I use to list all tickets in Freshdesk MCP?**
You'll use the `list_tickets` tool. This function lets you pull a comprehensive list of existing cases and even allows filtering by status or priority, narrowing down your focus immediately.