Freshservice MCP Server

The Freshservice MCP server bridges AI assistants with the Freshservice IT Service Management platform, turning conversational models into powerful ticketing and change‑management agents. By exposing Freshservice’s REST API through a Model Context Protocol interface, the server allows Claude and other compatible models to create, update, query, and close tickets, manage change requests, and interact with a wide array of Freshservice modules—all from within an AI‑driven workflow.

This integration solves the perennial problem of siloed support operations. Support teams often juggle multiple tools: ticketing systems, knowledge bases, asset inventories, and change boards. With Freshservice MCP, an AI assistant can orchestrate these disparate components in a single conversation, automatically pulling ticket details, updating status fields, or posting solution articles without manual API calls. Developers gain a unified, declarative way to script complex ITSM processes, reducing friction for both end‑users and technical staff.

Key capabilities are delivered through a rich set of tools:

• Ticket Management – Create, update, delete, and filter tickets with precise field control.
• Change Management – List, create, update, close, and delete change requests; attach notes and retrieve task lists.
• Module Coverage – Operate across tickets, changes, conversations, products, requesters, agents, groups, canned responses, workspaces, and the full solution library.
• Query Syntax Guidance – The server enforces double‑quoted query strings for Freshservice’s advanced search, preventing API errors and ensuring reliable filtering.

Real‑world scenarios include:

• Automated Incident Response – An AI assistant receives an alert, creates a ticket, assigns it to the appropriate team, and logs a status update—all without human intervention.
• Change Advisory Board (CAB) Automation – The assistant aggregates change requests, evaluates risk levels, and schedules approvals based on predefined criteria.
• Self‑Service Knowledge Retrieval – When a user asks a question, the model can pull relevant solution articles and post them directly into the ticket conversation.

Integration with AI workflows is straightforward: developers expose the MCP server as a tool to Claude, then compose prompts that invoke specific Freshservice actions. The assistant can chain multiple tools—e.g., create a ticket, add a note, and fetch related knowledge articles—in a single prompt. Because the server follows MCP standards, it can be swapped for other tool providers or extended with custom Freshservice endpoints without changing the model’s logic.

Unique advantages of Freshservice MCP include its enterprise‑grade security (API key authentication, HTTPS enforcement), comprehensive module support that mirrors Freshservice’s native capabilities, and clear guidance on query formatting to avoid common pitfalls. For developers building AI‑powered ITSM solutions, this server provides a ready, tested bridge that turns conversational intent into concrete service desk actions.