Freshdesk MCP server
The Freshdesk MCP server enables LLMs to manage and explore support tickets in Freshdesk through natural conversation. It provides tools to search tickets, retrieve ticket details and conversation threads, monitor agent queues and service level agreement (SLA) compliance, create new tickets, update ticket fields, and add replies or internal notes without requiring direct interaction with the Freshdesk interface.
Uses
Use the Freshdesk MCP server to perform the following actions:
- Retrieve full details for specific tickets
- View conversation threads including replies and notes
- Search for tickets by keyword across subjects and descriptions
- List tickets with filters for company, requester, status, priority, and assignee
- View tickets assigned to you
- Monitor overdue tickets and SLA compliance
- Find unassigned tickets for triage
- Create new support tickets
- Update ticket fields such as status, priority, and assignee
- Add public replies or private notes to tickets
Example prompts
What's the status of ticket #12345?Show me the conversation on ticket #789.Find tickets about login failures.Show me open tickets for Acme Corp.What's in my queue?Which tickets are overdue?What tickets are unassigned?Create a ticket for Acme Corp about their billing issue.Set ticket #456 to high priority.Reply to the customer on ticket #789 confirming the fix.
Freshdesk MCP server tools
The Freshdesk MCP server provides the following tools:
| Tool | Description |
|---|---|
| get_ticket | Retrieves full details for a specific Freshdesk ticket by ticket ID. |
| get_ticket_conversations | Retrieves the full conversation thread for a Freshdesk ticket, including replies and notes. |
| search_tickets | Searches Freshdesk tickets by keyword across subjects and descriptions. |
| list_tickets | Retrieves Freshdesk tickets with flexible filters including company, requester, status, priority, assignee, and date range. |
| list_my_tickets | Lists tickets assigned to the authenticated user with optional status and priority filters. |
| list_overdue_tickets | Retrieves tickets that have breached or are approaching SLA deadlines. |
| list_unassigned_tickets | Retrieves tickets with no assigned agent for triage workflows. |
| create_ticket | Creates a new support ticket in Freshdesk. |
| update_ticket | Updates fields on an existing Freshdesk ticket. |
| add_ticket_note | Adds a public reply or private note to an existing Freshdesk ticket. |
Install the Freshdesk MCP server
Complete the following steps to install a prebuilt MCP server to your project:
Sign in to your Workato account.
Go to AI Hub > MCP servers.
Click + Create MCP server.
Go to the Start with pre-built MCP Servers using your connected apps section and select the prebuilt MCP server you plan to use.
Click Use this server.
Provide a name for your MCP server in the Server name field.
Use the Location drop-down menu to select the project for the MCP server.
Go to the Connections section and connect to your app account.
Select the connection type you plan to use for the MCP server template.
- User's connection: MCP server tools perform actions based on the identity and permissions of the user who connects to the application. Users authenticate with their own credentials to execute the skill.
- Your connection: This option uses the connection established by the recipe builder and follows the same principles as normal app connections.
Select your connection type
VERIFIED USER ACCESS AUTHENTICATION REQUIREMENTS
Only app connections that use OAuth 2.0 authorization code grant are available for user's connection. Refer to Verified user access for more information.
Complete the app-specific connection setup steps in the following section.
Freshdesk connection setup
View Freshdesk connection setup steps
Ensure you complete the following steps before using the Freshdesk connector in Workato:
Download Freshdesk from the community
View Download Freshdesk from the community steps
Complete the following steps to install the connector from the community library:
Open the recipe editor and search for a connector. Alternatively, you can search for a connector in the community library.
Search for community connectors in the recipe editor
Select the community connector you plan to install.
Click Install to install the connector from the community library.
Click Install
Select Release connector. Alternatively, select Review code to review and modify the connector code before releasing it to the workspace.
Release the connector
Summarize any changes you made to the connector, then click Release to allow workspace collaborators to use the connector in recipes.
The Confirm release dialog
Retrieve API key in Freshdesk
View Retrieve API key in Freshdesk steps
Complete the following steps to retrieve your Freshdesk API key:
Sign in to the Freshdesk portal.
Go to Profile Settings and click View API Key.
Freshdesk View API Key
Copy the API Key and store it securely for later use.
Connect to Freshdesk on Workato
View Connect to Freshdesk on Workato steps
Complete the following steps to connect your Freshdesk account to Workato:
Click Create > Connection.
Search for and select Freshdesk as your connection on the New Connection page.
Provide a unique name for the connection in the Connection name field.
Freshdesk_Connection
Use the Location drop-down menu to select the project where you plan to store the connection.
Enter the Freshdesk API key. Refer to Retrieve API key in Freshdesk to obtain this value.
Enter your Freshdesk instance subdomain in the Helpdesk name field.
Click Connect.
How to use Freshdesk MCP server tools
Refer to the following sections for detailed information on available tools:
get_ticket tool
The get_ticket tool retrieves full details for a specific Freshdesk ticket by ticket ID. Your LLM uses this tool to check the status, priority, assignee, or other details of a specific ticket.
Try asking:
What's the status of ticket #12345?Tell me about ticket 67890.Get the details for ticket #456.Who is assigned to ticket #789?
get_ticket_conversations tool
The get_ticket_conversations tool retrieves the full conversation thread for a Freshdesk ticket, including replies and notes. Your LLM uses this tool to view conversation history, review customer communications, or check internal notes on a ticket.
Try asking:
Show me the conversation on ticket #789.What notes are on this ticket?Read the conversation thread for ticket #456.What has been discussed on ticket #12345?
search_tickets tool
The search_tickets tool searches Freshdesk tickets by keyword across subjects and descriptions. Your LLM uses this tool to find tickets by topic, keyword, error message, or description content.
Try asking:
Find tickets about login failures.Search for tickets mentioning SSO timeout.Look for tickets about billing errors.Find tickets containing 'password reset'.
list_tickets tool
The list_tickets tool retrieves Freshdesk tickets with flexible filters including company, requester, status, priority, assignee, and date range. Your LLM uses this tool to see tickets matching structured criteria such as company, status, or assignee.
Try asking:
Show me open tickets for Acme Corp.What high-priority tickets are assigned to Marco?List tickets created this week.Show me all pending tickets from [email protected].
list_my_tickets tool
The list_my_tickets tool retrieves tickets assigned to you with optional status and priority filters. Your LLM uses this tool to see your work queue or check what tickets are assigned to you.
Try asking:
What's in my queue?What's assigned to me?Show me my open tickets.What should I work on next?
list_overdue_tickets tool
The list_overdue_tickets tool retrieves tickets that have breached or are approaching SLA deadlines. Your LLM uses this tool to monitor SLA compliance, identify at-risk tickets, or prioritize work based on urgency.
Try asking:
Which tickets are overdue?What's about to breach SLA?Show me at-risk tickets.What tickets need immediate attention for SLA compliance?
list_unassigned_tickets tool
The list_unassigned_tickets tool lists tickets with no assigned agent for triage workflows. Your LLM uses this tool when you need to see unassigned work, identify tickets that need to be picked up, or manage triage queues.
Try asking:
What tickets are unassigned?Show me tickets that need to be picked up.What came in that nobody's handling?What tickets need triage?
create_ticket tool
The create_ticket tool creates a new support ticket in Freshdesk. Your LLM uses this tool to create, log, or file a new support ticket from customer communications or reported issues.
Try asking:
Create a ticket for Acme Corp about their billing issue.Log a bug report from the customer call.File a ticket for [email protected] about login problems.Create a new support ticket for the SSO timeout error.
update_ticket tool
The update_ticket tool updates fields on an existing Freshdesk ticket including status, priority, assignee, and custom fields. Your LLM uses this tool to change ticket properties, reassign work, or update status as issues progress.
Try asking:
Set ticket #456 to high priority.Assign ticket #789 to Josh.Close ticket #123.Change the status of ticket #456 to pending.
add_ticket_note tool
The add_ticket_note tool adds a public reply or private note to an existing Freshdesk ticket. Your LLM uses this tool to respond to customers, document internal updates, or add context to tickets.
Try asking:
Reply to the customer on ticket #789 confirming the fix.Add a private note to ticket #456 saying we're waiting on logs.Post an update to ticket #123 for the customer.Add an internal note about the troubleshooting steps we tried.
Getting started
View and manage your MCP server tools in the Overview page Tools section. Tool management provides the following capabilities:
TOOLS MUST BE STARTED
Your LLM can only access active tools in your MCP server connector.
Last updated: