# Freshworks MCP > Freshworks lets your AI agent manage everything related to sales and support. It connects directly to your unified CRM, giving you full control over customer interactions, from tracking active deals to managing helpdesk tickets. You can audit accounts, look up contact history across both sales and support pipelines, and understand the whole customer lifecycle without ever leaving your chat window. ## Overview - **Category:** customer-support - **Price:** Free - **Tags:** unified-crm, ticketing-system, sales-pipeline, customer-data-management, business-intelligence ## Description Connect your Freshworks account through Vinkius and give your AI agent full visibility into your unified CRM and support operations. This MCP lets you move beyond manual clicks in multiple dashboards. Instead of jumping between separate sales tools and helpdesk portals, your agent handles everything via natural conversation. Need to know the status of a major deal? Ask for it. Want to see if that customer opened a ticket last week? It pulls up the history. You can audit entire company organizational structures or pull a list of all active support tickets in seconds. It’s about bringing sales intelligence and service management together, letting you resolve complex customer issues fast while keeping an eye on revenue forecasts. ## Tools ### list_tickets Lists all current helpdesk tickets for review. ### get_ticket Retrieves the full details of a specific support ticket. ### list_helpdesk_contacts Lists all contacts registered in the helpdesk system. ### list_agents Retrieves a list of every support agent connected to Freshworks. ### list_groups Lists all defined groups that manage support queues and agents. ### list_companies Retrieves a list of organizational company records. ### list_crm_contacts Lists all contacts recorded in the Sales CRM section. ### list_deals Retrieves a list of every sales deal currently tracked. ### list_accounts Lists all major sales accounts managed within the CRM. ## Prompt Examples **Prompt:** ``` Show me my active sales deals in Freshworks ``` **Response:** ``` Retrieving deals... I found 5 active opportunities including 'Enterprise Expansion' ($50k, Stage: Negotiation) and 'Mid-Market License' ($12k, Stage: Discovery). Would you like the contact info for the enterprise deal? ``` **Prompt:** ``` List the last 3 support tickets ``` **Response:** ``` Retrieving tickets... Here are the 3 most recent: 'Cannot reset password' (ID: 101, Status: Open), 'Question about API' (ID: 102, Status: Pending), and 'Feature Request' (ID: 103, Status: Resolved). Which one would you like more details on? ``` **Prompt:** ``` Find CRM contact 'John Smith' ``` **Response:** ``` Found contact! John Smith is a 'Decision Maker' at 'Acme Corp'. He has 2 active deals and 1 closed support ticket. I can retrieve his full profile or communication history for you. ``` ## Capabilities ### Audit the Sales Pipeline Retrieve detailed records of ongoing sales deals, allowing you to monitor current revenue forecasts. ### Review Full Support History Pull up global lists of active helpdesk tickets and fetch sub-entry details to view complete customer interactions. ### Track Account Structure Manage hierarchical company records, verifying contacts and binding multiple sales accounts across the platform. ### Monitor CRM Contacts List all end-users in your Sales CRM partition and retrieve their profile details along with interaction history. ### Manage Support Resources See who works for support by listing specific agents, groups, and official helpdesk contacts. ## Use Cases ### The Deal Stall A sales rep needs to close an account, but the customer keeps raising support concerns. Instead of checking two separate systems, they ask their agent: 'What are John Smith's active deals and his last three opened tickets?' The MCP responds instantly with both data sets, letting them address the service issue before pushing for the signature. ### The Support Hand-off A customer support agent has to escalate a complex billing question. They use their agent to check `list_accounts` to verify the client's company structure, and then they pull up the full history using `get_ticket` so the next tier of support knows exactly what was discussed. ### The Quarterly Review A Sales Manager needs a quick health check on their top 10 accounts. They instruct the agent to list all accounts and then retrieve detailed sales intelligence metrics for each, giving them an immediate revenue forecast report without leaving the chat. ### The Onboarding Check An operations team member is tasked with auditing a client's organizational records. They use `list_companies` to map out the hierarchy and then check `list_crm_contacts` to ensure every required user profile exists. ## Benefits - Stop jumping between dashboards. You use this MCP to pull up combined sales and support histories instantly, giving you one view of the customer relationship. - Audit your pipeline without manual navigation. Simply ask the agent to list all deals or retrieve detailed metrics for specific accounts using `list_deals` and `list_accounts`. - Manage support resources quickly. You can audit who's available by listing agents (`list_agents`) or check group configurations with `list_groups`, all through chat commands. - Gain immediate customer context. Need to know if a contact has an open issue? The agent checks the helpdesk partition using `list_helpdesk_contacts` and links that to their CRM profile via `list_crm_contacts`. - Understand company structure. You can verify complex organization data by listing all companies (`list_companies`), making sure every record is accurate before a big sale. ## How It Works The bottom line is that once you connect it, you never have to switch apps again. 1. First, subscribe to this MCP on Vinkius. 2. Next, provide your Freshworks Domain prefix and API Key (you find the key in Profile Settings > API Key). 3. Finally, start asking your agent—whether it's Claude or Cursor—to manage sales deals or check tickets. ## Frequently Asked Questions **How do I use the Freshworks MCP to check deal status?** To see what deals are active, ask your agent to run `list_deals`. The agent retrieves all ongoing opportunities and shows you their current stage and value. **Can I list support agents with the Freshworks MCP?** Yes. You can use the `list_agents` tool, which provides a complete roster of every support agent connected to your account. **What data does the freshworks listing_crm_contacts provide?** The `list_crm_contacts` tool lists all end-users recorded in the Sales CRM partition, providing their profiles and historical interaction metadata. **Does Freshworks MCP help me find a customer's full history?** Absolutely. By combining calls to `list_crm_contacts` and checking ticket data via `list_tickets`, your agent builds a combined service and sales history. **What if I need to see details for one specific ticket?** You should use the `get_ticket` tool. This retrieves all the necessary sub-entry details so you can view the full customer interaction record.