# Freshservice MCP > Freshservice connects your agent to its entire IT Service Management system. Use this MCP to manage tickets, track hardware assets, and handle change requests directly through conversation. Instead of navigating multiple dashboards, you can ask your AI client to list active incidents, check asset metadata, or open a brand new ticket instantly. ## Overview - **Category:** cloud-infrastructure - **Price:** Free - **Tags:** itsm, asset-management, cmdb, incident-management, change-management, it-operations ## Description Freshservice brings the full scope of IT Service Management (ITSM) into your conversations with your agent. Whether you're managing day-to-day helpdesk operations or tracking complex infrastructure changes, this MCP lets you interact with all your core data without leaving your primary workspace. You can ask for details on a user’s profile and instantly check their open tickets, or list every piece of company hardware in the CMDB. Need to start a new incident? Just tell your agent, and it creates the ticket automatically. All these capabilities are available through Vinkius, giving you access to 4,000+ connections in one place. This MCP lets you automate tasks that usually require clicking through five different tabs: listing all active tickets, checking related assets, verifying user contacts, or even monitoring change request statuses. It keeps your IT operations data readily available for natural conversation. ## Tools ### create_itsm_ticket Opens a brand new support ticket in the system with minimal input from you. ### check_itsm_status Verifies if the helpdesk is currently operational and accepting tickets. ### get_asset_details Retrieves specific metadata about an IT asset, like its purchase date or assigned user. ### get_requester_details Pulls the full profile and contact details for a named end-user. ### get_ticket_details Shows comprehensive metadata, such as priority and status, for a specific ticket ID. ### list_support_agents Lists all IT staff members who are authorized to work on support tickets. ### list_it_assets Provides a list of all tracked hardware and software assets in the CMDB. ### list_change_requests Retrieves records detailing planned changes to the IT infrastructure. ### list_it_problems Lists known problems or recurring technical issues that need investigation. ### list_it_releases Accesses records detailing recent software deployments and releases. ### list_requesters Provides a comprehensive directory listing of all end-users in the company. ### list_itsm_tickets Generates a list view of all open service desk tickets according to filters you provide. ## 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 ### Create new service desk incidents Automatically opens a fresh IT support ticket when you tell your agent to do so. ### Check current helpdesk status Verifies the operational status of the service desk system, confirming if tickets can be opened or updated. ### Retrieve detailed asset information Pulls metadata for specific IT hardware or software assets from the CMDB inventory. ### Get user and requester details Fetches full profiles, department assignments, and contact information for any employee or user. ### List and check ticket data Retrieves lists of all open tickets and provides detailed metadata for specific incidents. ## Use Cases ### A new incident needs immediate filing. An employee calls about their VPN failing. Instead of manually navigating the ticketing system, your agent simply listens to the complaint and uses create_itsm_ticket to open a high-priority incident immediately, logging all required details from the conversation. ### Tracing an asset's history. A manager needs to know if a laptop (asset ID 456) is covered by a recent software release. They ask their agent; it uses get_asset_details and cross-references list_it_releases, providing a single answer instead of requiring two manual lookups. ### Understanding user workload. You want to check if John Doe has too many open issues. You ask your agent; it uses get_requester_details and list_itsm_tickets, giving you a count of his active tickets across the whole system. ### Planning infrastructure upgrades. The team needs to know what problems might arise from an upcoming software deployment. They ask their agent; it checks list_it_problems and reviews list_change_requests, providing a risk summary before any changes are approved. ## Benefits - Eliminate switching between tabs. Instead of opening the CMDB, then navigating to a user directory, you can ask your agent for asset details and requester profiles in one go. - Speed up incident handling dramatically. Use list_itsm_tickets to see all open issues, then get_ticket_details immediately gives you enough context to start working without clicking into the ticket record. - Improve compliance visibility. You can monitor change requests using list_change_requests and check related problem records (list_it_problems) to ensure every deployment is documented properly. - Faster onboarding for new agents. Agents use list_support_agents and list_requesters to quickly understand who needs help and who is authorized to work on tickets, reducing training time. - Simplify complex data retrieval. You can ask the agent to find all assets (list_it_assets) assigned to a specific department or user profile via get_requester_details. ## How It Works The bottom line is that you treat your entire service desk and IT asset database like an extension of your conversation. 1. Subscribe to this MCP on Vinkius, then input your Freshservice Domain prefix and API Key into your agent's configuration. 2. Your AI client authenticates with the platform, making all ITSM data accessible via a single connection. 3. You simply instruct your agent—for example, 'List all high-priority tickets for Engineering'—and it handles the complex API calls. ## Frequently Asked Questions **How do I use Freshservice MCP to open a ticket?** You simply tell your agent you need to file an incident. The tool handles the rest using create_itsm_ticket, requiring only key details like the subject and reporter's email address. **Can Freshservice MCP help me find out who a user is?** Yes, you use get_requester_details to pull detailed profiles for any employee. This tool gives you their department and contact information instantly. **Does Freshservice MCP track hardware assets?** Absolutely. You can list all IT assets using list_it_assets, or use get_asset_details to pull specific metadata on a single piece of equipment. **Is it possible to check the current status of my service desk with Freshservice MCP?** Yes. You can run check_itsm_status at any time to verify if your helpdesk is accepting tickets and functioning normally. **How do I use Freshservice MCP to find old incidents?** You start by running list_support_agents, which shows who can handle the ticket. Then you refine your search using list_itsm_tickets to narrow down historical records.