Freshservice MCP connector

Freshservice is an IT service management platform for managing IT incidents, assets, and service requests. The Freshservice MCP connector allows AI agents to manage support agents and agent groups, including creating, updating, and retrieving agent details and organizational structures. It also supports handling IT service tickets, asset management, and service catalog operations across your IT service management environment.

Authentication type

• API Key - Requires a static API key to be configured before the agent can connect to the service.

Uses

Use the Freshservice MCP connector to perform the following actions:

• Automate incident creation and assignment to reduce mean time to resolution
• Track IT assets across your organization and monitor deprecation schedules
• Synchronize change management workflows with external systems for compliance
• Route service requests to appropriate departments based on request type
• Maintain agent and team hierarchies across multiple Freshservice instances
• Generate announcements and broadcast updates to all support agents
• Audit asset inventory changes and generate reports for IT governance

Example prompts

Use the following example prompts to invoke Freshservice MCP connector tools from your AI assistant or Boomi Connect workflow:

• Create a new incident in Freshservice for a critical server outage.
• Show me all open changes scheduled for this quarter in Freshservice.
• List every agent in Freshservice and their assigned groups.
• Update the asset type called 'Laptop' with new depreciation fields.
• Get all announcements from Freshservice that mention security patches.
• Create a new department called 'Cloud Operations' in Freshservice.
• Delete the agent role called 'L1 Support' from Freshservice.
• Retrieve all assets of type 'Monitor' that were purchased last year.

Freshservice MCP connector tools

The Freshservice MCP connector provides the following tools. Each tool maps to a specific action you can invoke from your AI agent or automation.

Tool	Description
listAgents	Retrieves all support agents in the system.
createAgent	Creates a new support agent with the provided details.
getAgent	Retrieves information for a specific support agent.
updateAgent	Modifies an existing support agent's details.
deleteAgent	Removes a support agent from the system.
listAgentGroups	Retrieves all groups of support agents.
createAgentGroup	Creates a new group for organizing support agents.
getAgentGroup	Retrieves information for a specific agent group.
updateAgentGroup	Modifies an existing agent group's details.
deleteAgentGroup	Removes an agent group from the system.
listAgentRoles	Retrieves all roles available for support agents.
getAgentRole	Retrieves information for a specific agent role.
listAnnouncements	Retrieves all announcements in the system.
createAnnouncement	Creates a new announcement to communicate with users.
getAnnouncement	Retrieves information for a specific announcement.
updateAnnouncement	Modifies an existing announcement's content or settings.
deleteAnnouncement	Removes an announcement from the system.
listAssetTypes	Retrieves all types of assets in the system.
createAssetType	Creates a new asset type category.
getAssetType	Retrieves information for a specific asset type.
updateAssetType	Modifies an existing asset type's details.
deleteAssetType	Removes an asset type from the system.
getAssetTypeFields	Retrieves custom fields associated with an asset type.
listChanges	Retrieves all changes in the system.
createChange	Creates a new change request for approval.
getChange	Retrieves information for a specific change request.
updateChange	Modifies an existing change request's details.
deleteChange	Removes a change request from the system.
listDepartments	Retrieves all departments in the organization.
createDepartment	Creates a new department with the specified details.
getDepartment	Get a department.
updateDepartment	Update a department.
deleteDepartment	Delete a department.
listLocations	List locations.
createLocation	Create a location.
getLocation	Get a location.
updateLocation	Update a location.
deleteLocation	Delete a location.
listProblems	List problems.
createProblem	Create a problem.
getProblem	Get a problem.
updateProblem	Update a problem.
deleteProblem	Delete a problem.
listProducts	List products.
createProduct	Create a product.
getProduct	Get a product.
updateProduct	Update a product.
deleteProduct	Delete a product.
listReleases	List releases.
createRelease	Create a release.
getRelease	Get a release.
updateRelease	Update a release.
deleteRelease	Delete a release.
listRequesters	List requesters.
createRequester	Create a requester.
getRequester	Get a requester.
updateRequester	Update a requester.
deleteRequester	Delete a requester.
listRequesterGroups	List requester groups.
createRequesterGroup	Create a requester group.
getRequesterGroup	Get a requester group.
updateRequesterGroup	Update a requester group.
deleteRequesterGroup	Delete a requester group.
listSoftware	List software applications.
createSoftware	Create a software application.
getSoftware	Get a software application.
updateSoftware	Update a software application.
deleteSoftware	Delete a software application.
listTickets	List tickets.
createTicket	Create a ticket.
filterTickets	Filter tickets.
getTicket	Get a ticket.
updateTicket	Update a ticket.
deleteTicket	Delete a ticket.