Freshservice MCP Server

Overview

A powerful MCP (Model Control Protocol) server implementation that seamlessly integrates with Freshservice, enabling AI models to interact with Freshservice modules and perform various IT service management operations. This integration bridge empowers your AI assistants to manage and resolve IT service tickets, streamlining your support workflow.

Key Features

• Enterprise-Grade Freshservice Integration: Direct, secure communication with Freshservice API endpoints
• AI Model Compatibility: Enables Claude and other AI models to execute service desk operations through Freshservice
• Automated ITSM Management: Efficiently handle ticket creation, updates, responses, and asset management
• Workflow Acceleration: Reduce manual intervention in routine IT service tasks

Supported Freshservice Modules

This MCP server currently supports operations across a wide range of Freshservice modules:

• Tickets
• Changes
• Conversations
• Products
• Requesters
• Agents
• Agent Groups
• Requester Groups
• Canned Responses
• Canned Response Folders
• Workspaces
• Solution Categories
• Solution Folders
• Solution Articles

Components & Tools

The server provides a comprehensive toolkit for Freshservice operations:

Ticket Management

Tool	Description	Key Parameters
create_ticket	Create new service tickets	subject, description, source, priority, status, email
update_ticket	Update existing tickets	ticket_id, updates
delete_ticket	Remove tickets	ticket_id
filter_tickets	Find tickets matching criteria	query
get_ticket_fields	Retrieve ticket field definitions	None
get_tickets	List all tickets with pagination	page, per_page
get_ticket_by_id	Retrieve single ticket details	ticket_id

Change Management

Tool	Description	Key Parameters
get_changes	List all changes with pagination	page, per_page, query
filter_changes	Filter changes with advanced queries	query, page, per_page
get_change_by_id	Retrieve single change details	change_id
create_change	Create new change request	requester_id, subject, description, priority, impact, status, risk, change_type
update_change	Update existing change	change_id, change_fields
close_change	Close change with result explanation	change_id, change_result_explanation
delete_change	Remove change	change_id
get_change_tasks	Get tasks for a change	change_id
create_change_note	Add note to change	change_id, body

🚨 Important: Query Syntax for Filtering

When using get_changes or filter_changes with the query parameter, the query string must be wrapped in double quotes for the Freshservice API to work correctly:

✅ CORRECT: "status:3", "approval_status:1 AND status:<6"
❌ WRONG: status:3 (will cause 500 Internal Server Error)

Common Query Examples:

• "status:3" - Changes awaiting approval
• "approval_status:1" - Approved changes
• "approval_status:1 AND status:<6" - Approved changes that are not closed
• "planned_start_date:>'2025-07-14'" - Changes starting after specific date
• "status:3 AND priority:1" - High priority changes awaiting approval

Getting Started

Installing via Smithery

To install freshservice_mcp automatically via Smithery:

npx -y @smithery/cli install @effytech/freshservice_mcp --client claude

Prerequisites

• A Freshservice account (sign up at freshservice.com)
• Freshservice API key
• uvx installed (pip install uv or brew install uv)

Configuration

1. Generate your Freshservice API key from the admin panel:

   • Navigate to Profile Settings → API Settings
   • Copy your API key for configuration

2. Set up your domain and authentication details as shown below

Usage with Claude Desktop

1. Install Claude Desktop from the official website
2. Add the following configuration to your claude_desktop_config.json:

"mcpServers": {
  "freshservice-mcp": {
    "command": "uvx",
    "args": [
        "freshservice-mcp"
    ],
    "env": {
      "FRESHSERVICE_APIKEY": "<YOUR_FRESHSERVICE_APIKEY>",
      "FRESHSERVICE_DOMAIN": "<YOUR_FRESHSERVICE_DOMAIN>"
    }
  }
}

Important: Replace <YOUR_FRESHSERVICE_APIKEY> with your actual API key and <YOUR_FRESHSERVICE_DOMAIN> with your domain (e.g., yourcompany.freshservice.com)

Example Operations

Once configured, you can ask Claude to perform operations like:

Tickets:

• "Create a new incident ticket with subject 'Network connectivity issue in Marketing department' and description 'Users unable to connect to Wi-Fi in Marketing area', set priority to high"
• "List all critical incidents reported in the last 24 hours"
• "Update ticket #12345 status to resolved"

Changes:

• "Create a change request for scheduled server maintenance next Tuesday at 2 AM"
• "Update the status of change request #45678 to 'Approved'"
• "Close change #5092 with result explanation 'Successfully deployed to production. All tests passed.'"
• "List all pending changes"

Other Operations:

• "Show asset details for laptop with asset tag 'LT-2023-087'"
• "Create a solution article about password reset procedures"

Testing

For testing purposes, you can start the server manually:

uvx freshservice-mcp --env FRESHSERVICE_APIKEY=<your_api_key> --env FRESHSERVICE_DOMAIN=<your_domain>

Troubleshooting

• Verify your Freshservice API key and domain are correct
• Ensure proper network connectivity to Freshservice servers
• Check API rate limits and quotas
• Verify the uvx command is available in your PATH

License

This MCP server is licensed under the MIT License. See the LICENSE file in the project repository for full details.

Additional Resources

• Freshservice API Documentation
• Claude Desktop Integration Guide
• MCP Protocol Specification

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