Freshservice MCP integration for AI agents.
Connect AI agents to Freshservice through 6 structured actions, including get ticket, create service request, and create ticket. Review authentication, input…
- ACTION CONTRACTS
- 6
- AUTHENTICATION
- API key
- SOURCE STATUS
- Provider-backed
CATALOG SOURCE REVIEWED AUGUST 23, 2026 / ACTION NAMES AND SCHEMAS DERIVED FROM WORKING MACHINES PROVIDER SOURCE
CAPABILITY PROFILE
What the Freshservice integration exposes
The Freshservice Agent App exposes 6 provider-backed actions for communication and productivity work. Its current contract lets an authorized agent get one freshservice ticket by identifier with optional include expansions, create a freshservice service request for one service catalog item, and create a freshservice ticket for an incident or service request workflow. These operations are called through Working Machines as typed capabilities rather than through browser navigation or copied UI steps.
A connection uses API key. Before execution, the agent can inspect the selected action, its required fields, declared scopes, and expected output contract. Provider credentials remain inside the Working Machines runtime; the calling agent receives the capability and its structured result, not the underlying secret.
For reliable operation, start with the narrowest action that satisfies the task, resolve stable provider identifiers before changing state, and validate the returned object or status after execution. Availability still depends on the connected Freshservice account, granted provider permissions, workspace policy, region, plan, and upstream API behavior.
VERIFIED ACTION SAMPLE
Real Freshservice capabilities.
Showing 6 of 6 actions. Risk labels are conservative signals based on operation names, not substitutes for provider documentation or runtime policy.
get_ticketREADGet one Freshservice ticket by identifier with optional include expansions.
INPUTS: ticketId / include / workspaceId
create_service_requestWRITECreate a Freshservice service request for one service catalog item.
INPUTS: itemDisplayId / email / quantity / parentTicketId / workspaceId
create_ticketWRITECreate a Freshservice ticket for an incident or service request workflow.
INPUTS: subject / description / status / priority / email
list_locationsREADList Freshservice locations to help callers resolve account-level location metadata.
INPUTS: page / perPage / workspaceId
list_service_catalog_itemsREADList Freshservice service catalog items so callers can discover item display IDs before placing requests.
INPUTS: page / perPage / searchTerm / workspaceId
list_ticketsREADList Freshservice tickets with optional filters, pagination, and include expansions.
INPUTS: page / perPage / filter / include / orderBy
INPUT CONTRACTS
Know what the action needs before it runs.
get_ticket
ticketIdREQUIRED- Freshservice ticket identifier or display identifier.
includeOPTIONAL- Freshservice include tokens to expand related records in ticket responses.
workspaceIdOPTIONAL- Workspace identifier used for MSP or multi-workspace Freshservice accounts.
create_service_request
itemDisplayIdREQUIRED- Display ID of the Freshservice service catalog item to request.
emailOPTIONAL- Requester email address used for the Freshservice service request.
quantityOPTIONAL- Quantity of the requested catalog item.
parentTicketIdOPTIONAL- Parent Freshservice ticket display ID used when creating a child service request.
workspaceIdOPTIONAL- Workspace identifier used for MSP or multi-workspace Freshservice accounts.
create_ticket
subjectREQUIRED- Subject of the Freshservice ticket.
descriptionREQUIRED- HTML description of the Freshservice ticket.
statusREQUIRED- Freshservice ticket status value. Common defaults are 2=open, 3=pending, 4=resolved, and 5=closed.
priorityREQUIRED- Freshservice ticket priority value. Common defaults are 1=low, 2=medium, 3=high, and 4=urgent.
emailOPTIONAL- Requester email address used to create the Freshservice ticket.
list_locations
pageOPTIONAL- Page number for the Freshservice list request.
perPageOPTIONAL- Maximum number of records to return per Freshservice page.
workspaceIdOPTIONAL- Workspace identifier used for MSP or multi-workspace Freshservice accounts.
PROVIDER-SPECIFIC WORKFLOWS
Jobs this Agent App can support
Inspect Get Ticket
Get one Freshservice ticket by identifier with optional include expansions. Use this as a bounded discovery step, retain the returned identifier, and avoid expanding the read beyond the task's stated scope.
get_ticketControl Create Service Request
Create a Freshservice service request for one service catalog item. Resolve the target first, present material changes for confirmation, and make retries idempotent where the provider supports it.
create_service_requestVerify with List Locations
List Freshservice locations to help callers resolve account-level location metadata. Compare the returned provider state with the intended outcome and preserve stable IDs or canonical links in the run record.
list_locationsSAFETY BOUNDARY
Operate Freshservice with explicit limits
- Authorize Freshservice with API key and grant only the provider access required by the selected actions.
- 2 actions are change-capable by name. Confirm the target identity and material parameters before allowing a write.
- Do not infer permission from catalog visibility. Workspace policy, connection identity, and upstream authorization still govern execution.
- No provider scope string is declared on the sampled actions. Verify the connected account's actual permissions in Freshservice rather than assuming unrestricted access.
- After a call, inspect the structured result and execution record before reporting that the Freshservice task completed successfully.
CONNECTION MODEL
API key
Freshservice API key used as the HTTP Basic auth username. Find it in your Freshservice profile settings as documented by Freshworks: https://support.freshservice.com/support/solutions/articles/50000000029-where-do-i-find-my-api-key-.
Working Machines stores provider credentials behind the execution boundary. An agent can use an authorized connection identity, but catalog discovery alone does not reveal OAuth tokens, API keys, or provider secrets.
- READ SIGNALS
- 4
- WRITE SIGNALS
- 2
- HIGH IMPACT
- 0
- REVIEW SIGNALS
- 0
EVIDENCE AND AVAILABILITY
Provider reference
Action names, input fields, authentication types, and counts on this page are generated from the Working Machines provider catalog. Provider behavior, quotas, object semantics, account eligibility, and regional availability remain governed by Freshservice.