Freshservice MCP Server

An MCP (Model Context Protocol) server that connects AI assistants like Claude to your Freshservice ITSM instance. Manage tickets, assets, requesters, agents, groups, and departments through natural language.

Quick Start

1. Install

npm install

2. Get Your Freshservice API Key

1. Log into Freshservice
2. Click your profile icon → Profile Settings
3. Your API key is on the right side panel

3. Configure in Claude Desktop

Add to your Claude Desktop config (~/.claude.json or Claude Desktop settings):

{
  "mcpServers": {
    "freshservice": {
      "command": "node",
      "args": ["C:/path/to/freshservice-mcp/src/index.js"],
      "env": {
        "FRESHSERVICE_DOMAIN": "yourcompany",
        "FRESHSERVICE_API_KEY": "your-api-key-here"
      }
    }
  }
}

Replace:

• yourcompany with your Freshservice subdomain (the part before .freshservice.com)
• your-api-key-here with your API key

Available Tools

Tickets

Tool	Description
list_tickets	List tickets with filters (status, priority, requester, date)
get_ticket	Get full ticket details
create_ticket	Create a new ticket
update_ticket	Update ticket fields (status, priority, assignment, etc.)
delete_ticket	Delete a ticket
reply_to_ticket	Send a reply on a ticket
add_note_to_ticket	Add a public or private note
get_ticket_conversations	View all replies and notes
search_tickets	Filter tickets with query syntax

Assets

Tool	Description
list_assets	List all assets/CIs
get_asset	Get asset details
create_asset	Create a new asset
update_asset	Update asset fields
delete_asset	Delete an asset

People & Organization

Tool	Description
list_requesters	List end users
get_requester	Get requester details
list_agents	List support agents
get_agent	Get agent details
list_groups	List agent groups
get_group	Get group details and members
list_departments	List departments
get_department	Get department details

Example Prompts

Once configured, you can ask Claude things like:

• "Show me all open P1 tickets"
• "Create a ticket for the printer on 3rd floor being offline"
• "What assets are assigned to John Smith?"
• "Assign ticket #1234 to the network team"
• "Add a private note to ticket #5678 saying we're waiting on the vendor"
• "List all agents in the IT Support group"

Search Query Syntax

The search_tickets tool uses Freshservice's filter query syntax:

"priority:4 AND status:2"          — Urgent + Open tickets
"group_id:12345"                   — Tickets assigned to a specific group
"agent_id:67890"                   — Tickets assigned to a specific agent
"created_at:>'2024-01-01'"         — Tickets created after a date

Environment Variables

Variable	Required	Description
FRESHSERVICE_DOMAIN	Yes	Your Freshservice subdomain
FRESHSERVICE_API_KEY	Yes	Your Freshservice API key

License

MIT