Connect Freshservice to AI agents

Connect Freshservice to Claude, Codex, Cursor, or other AI agents for your entire team. Metorial security, governance, observability, and gives your team a unified Magic MCP url to connect.

Supported Tools

list_knowledge_base_categories

List Knowledge Base Categories

List all knowledge base (solution) categories. Use this to discover available categories and then list folders within each.

create_asset

Create Asset

Create a new asset in Freshservice. Requires a name and asset type ID at minimum. Impact values: "low", "medium", "high". Usage Type values: "permanent", "loaner".

get_asset

Get Asset

Retrieve a single asset by its ID with all details.

update_knowledge_base_article

Update Knowledge Base Article

Update a knowledge base article's title, content, status, or tags.

update_ticket

Update Ticket

Update an existing ticket's properties such as status, priority, assignment, category, description, and custom fields. Priority: 1=Low, 2=Medium, 3=High, 4=Urgent. Status: 2=Open, 3=Pending, 4=Resolved, 5=Closed.

list_service_catalog_items

List Service Catalog Items

List service catalog items, optionally filtered by category. Service catalog items are predefined service offerings that users can request.

list_knowledge_base_folders

List Knowledge Base Folders

List knowledge base folders. Optionally filter by category. Each folder contains articles.

list_agents

List Agents

List agents (IT support staff) in Freshservice. Supports filtering by query and pagination. Agents can be full-time or occasional.

delete_change

Delete Change

Permanently delete a change request by its ID.

delete_problem

Delete Problem

Delete a problem by its ID. Deleted problems can be restored.

list_changes

List Changes

List change requests in Freshservice with optional filtering and pagination.

list_departments

List Departments

List all departments in Freshservice. Useful for looking up department IDs when creating or filtering tickets, problems, or changes.

place_service_request

Place Service Request

Place a new service request for a catalog item. This creates a ticket of type "Service Request" linked to the specified service item.

search_tickets

Search Tickets

Search tickets using Freshservice's query language. Supports filtering by fields like priority, status, agent, group, created/updated dates, and custom fields. Example queries: - `"priority:3 AND status:2"` — high-priority open tickets - `"agent_id:123 AND status:2"` — open tickets assigned to agent 123 - `"tag:'VPN' AND priority:4"` — urgent tickets tagged VPN - `"created_at:>'2024-01-01'"` — tickets created after Jan 1, 2024

update_requester

Update Requester

Update a requester's profile information.

get_change

Get Change

Retrieve a single change request by its ID with all details.

create_requester

Create Requester

Create a new requester (end user/contact) in Freshservice. Requesters are the users who raise tickets.

list_requesters

List Requesters

List requesters in Freshservice. Supports filtering via query language and pagination.

update_change

Update Change

Update an existing change request's properties. Status: 1=Open, 2=Planning, 3=Awaiting Approval, 4=Pending Release, 5=Pending Review, 6=Closed. Priority: 1=Low, 2=Medium, 3=High, 4=Urgent.

create_problem

Create Problem

Create a new problem in Freshservice. Problems track root causes of incidents. Status: 1=Open, 2=Change Requested, 3=Closed. Priority: 1=Low, 2=Medium, 3=High, 4=Urgent. Impact: 1=Low, 2=Medium, 3=High.

add_ticket_conversation

Add Ticket Conversation

Add a reply or note to an existing ticket. A **reply** sends an email to the requester, while a **note** is an internal comment visible only to agents (by default).

get_service_catalog_item

Get Service Catalog Item

Retrieve a single service catalog item with its full details, including custom fields and configuration.

get_problem

Get Problem

Retrieve a single problem by its ID with all details including analysis fields (cause, symptom, impact).

get_department

Get Department

Retrieve a single department by its ID.

update_problem

Update Problem

Update an existing problem's properties such as status, priority, assignment, and custom fields. Status: 1=Open, 2=Change Requested, 3=Closed. Priority: 1=Low, 2=Medium, 3=High, 4=Urgent.

delete_asset

Delete Asset

Delete an asset by its ID. Deleted assets can be restored unless permanently deleted outside this tool.

list_knowledge_base_articles

List Knowledge Base Articles

List knowledge base articles. Optionally filter by folder. To discover folders, list categories and folders first.

get_requester

Get Requester

Retrieve a single requester by their ID.

list_service_categories

List Service Categories

List all service catalog categories. Categories organize service items into logical groups.

create_ticket

Create Ticket

Create a new ticket (incident or service request) in Freshservice. You must provide either **email**, **phone**, or **requesterId** to identify the requester. Priority: 1=Low, 2=Medium, 3=High, 4=Urgent. Status: 2=Open, 3=Pending, 4=Resolved, 5=Closed. Source: 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email.

update_asset

Update Asset

Update an existing asset's properties such as name, assignment, location, and type-specific fields.

create_change

Create Change

Create a new change request in Freshservice. Status: 1=Open, 2=Planning, 3=Awaiting Approval, 4=Pending Release, 5=Pending Review, 6=Closed. Priority: 1=Low, 2=Medium, 3=High, 4=Urgent. Change Type: 1=Minor, 2=Standard, 3=Major, 4=Emergency. Risk: 1=Low, 2=Medium, 3=High, 4=Very High. Impact: 1=Low, 2=Medium, 3=High.

list_assets

List Assets

List assets in Freshservice with pagination. Optionally include type fields.

get_ticket

Get Ticket

Retrieve a single ticket by its ID, including optional embedded resources like conversations, requester info, stats, or problem/change associations.

get_agent

Get Agent

Retrieve a single agent by their ID, including their role, group, and contact information.

create_knowledge_base_article

Create Knowledge Base Article

Create a new knowledge base article in a specific folder. Status: 1=Draft, 2=Published.

get_knowledge_base_article

Get Knowledge Base Article

Retrieve a single knowledge base article by its ID with full content.

list_problems

List Problems

List all problems in Freshservice with pagination support.

delete_ticket

Delete Ticket

Delete a ticket by its ID. Deleted tickets can be restored later using the restore functionality. This performs a soft delete.

list_tickets

List Tickets

List and filter tickets from Freshservice. Supports predefined filters, pagination, ordering, and filtering by update time. Use **searchTickets** for query-based searches with custom conditions.

restore_release

Restore Release

Restore a deleted Freshservice release.

restore_problem

Restore Problem

Restore a deleted Freshservice problem by ID.

restore_asset

Restore Asset

Restore a deleted Freshservice asset by display ID.

delete_ticket_conversation

Delete Ticket Conversation

Delete a Freshservice ticket conversation.

list_ticket_conversations

List Ticket Conversations

List replies and notes on a Freshservice ticket.

restore_knowledge_base_article

Restore Knowledge Base Article

Restore a deleted Freshservice knowledge base article.

list_locations

List Locations

List Freshservice locations for requester, department, and asset assignment.

reactivate_requester

Reactivate Requester

Reactivate a deactivated requester/contact in Freshservice.

get_vendor

Get Vendor

Retrieve a Freshservice vendor by ID.

update_release

Update Release

Update an existing Freshservice release.

get_agent_group

Get Agent Group

Retrieve a Freshservice agent group by ID.

delete_knowledge_base_article

Delete Knowledge Base Article

Delete a Freshservice knowledge base article. Deleted articles can be restored.

list_releases

List Releases

List Freshservice releases. Use filterName for documented release filters such as all, my_open, unassigned, completed, incomplete, or deleted.

list_vendors

List Vendors

List Freshservice vendors for asset and procurement workflows.

list_form_fields

List Form Fields

List Freshservice form field metadata for tickets, problems, changes, releases, requesters, agents, or departments.

get_location

Get Location

Retrieve a Freshservice location by ID.

search_assets

Search Assets

Search Freshservice assets by name, serial number, MAC address, IP address, UUID, or IMEI.

restore_ticket

Restore Ticket

Restore a deleted Freshservice ticket.

delete_requester

Deactivate Requester

Deactivate a requester/contact in Freshservice. Deactivated requesters can be reactivated.

delete_release

Delete Release

Delete a Freshservice release. Deleted releases can be restored.

get_release

Get Release

Retrieve a Freshservice release by ID.

update_ticket_conversation

Update Ticket Conversation

Update the body of a Freshservice ticket conversation.

create_release

Create Release

Create a Freshservice release request for planned deployment work. Status: 1=Open, 2=On hold, 3=In Progress, 4=Incomplete, 5=Completed. Release type: 1=Minor, 2=Standard, 3=Major, 4=Emergency.

get_ticket_activities

Get Ticket Activities

Get the activity feed for a Freshservice ticket.

list_agent_groups

List Agent Groups

List Freshservice agent groups for assignment and routing.

More integrations teams use with Freshservice

Linear

Create, read, update, and delete issues across teams with support for priorities, labels, assignees, due dates, and workflow states. Manage projects that group related issues, and organize work into time-boxed cycles (sprints). Create and manage documents, comments, and file attachments. Search issues using vector similarity or rich filters. Configure teams, workflow states, and labels. Track customers and link them to issues. Subscribe to real-time webhooks for changes to issues, projects, cycles, comments, documents, and more.

GitHub

Manage repositories, issues, and pull requests. Create and configure branches, star repositories, review code, and merge changes. Automate CI/CD workflows with GitHub Actions, manage workflow runs, secrets, and artifacts. Track issues with labels, milestones, and assignees. Search across code, repositories, issues, and users. Manage organizations, teams, and memberships. Create and manage projects, gists, packages, deployments, and environments. Access security alerts including code scanning, secret scanning, and Dependabot alerts. Read and write file contents in repositories. Manage webhooks, notifications, and codespaces.

Hubspot

Create, read, update, and delete CRM objects including contacts, companies, deals, tickets, and custom objects. Manage associations between CRM records. Track engagements such as calls, emails, meetings, notes, and tasks. Send transactional and marketing emails, manage campaigns, and handle subscription preferences. Build and manage marketing workflows, sequences, and automation actions. Manage CMS content including blog posts, landing pages, and HubDB tables. Handle commerce data including products, orders, invoices, quotes, and payments. Create and manage contact lists for segmentation. Configure deal, ticket, and order pipelines with custom stages. Search and filter CRM records. Bulk import and export CRM data. Manage users, teams, and account settings. Subscribe to webhooks for real-time notifications on object creation, deletion, property changes, merges, and association changes.

Salesforce

Manage CRM data including Accounts, Contacts, Leads, Opportunities, Cases, and custom objects. Create, read, update, and delete records. Query data using SOQL and search across objects using SOSL. Perform bulk data operations for large-scale imports, exports, and migrations. Execute composite requests to batch multiple operations in a single API call. Access analytics, reports, and dashboards. Manage files and attachments associated with records. Interact with Chatter feeds, posts, and groups for social collaboration. Subscribe to real-time change events via Change Data Capture and Platform Events. Manage org metadata including custom objects, fields, layouts, and workflows. Query data using GraphQL for precise data retrieval across related objects.

Apolloio

Search and prospect B2B contacts and companies from a database of over 275 million people and 70 million organizations. Enrich people and company data with emails, phone numbers, and firmographic details. Create and manage contacts, accounts, deals, and tasks. Add contacts to email sequences and manage sequence statuses. Log and search call records. Perform bulk operations for contact creation, account creation, task creation, and data enrichment.

Microsoft Outlook

Send, read, reply to, forward, and manage email messages in user mailboxes. Organize messages into folders, apply categories, flags, and importance levels. Manage file and item attachments. Create, update, delete, and respond to calendar events and meetings. Find available meeting times, manage attendees, handle recurrence, and work with shared or delegated calendars. Create, read, update, and delete contacts, organize them into contact folders, and manage contact photos. Manage tasks and task lists via Microsoft To Do, including due dates, reminders, recurrence, and checklist items. Subscribe to webhook notifications for changes to messages, calendar events, and contacts. Support for Focused Inbox, @-mentions, mail tips, send-on-behalf, and send-as capabilities.

Technical notes for Freshservice

Manage IT service management (ITSM) operations including tickets, incidents, problems, changes, releases, and assets. Create, update, filter, and resolve tickets and service requests with conversations, approvals, and time entries. Track and manage IT assets with lifecycle management, relationships, software tracking, and search. Handle change management with approval workflows, maintenance windows, and impact analysis. Manage problems with root cause analysis and linked changes. Create and organize knowledge base articles with multilingual support and publishing workflows. Manage projects with tasks, sprints, and dependencies. Handle employee onboarding/offboarding lifecycle workflows. Configure on-call schedules, escalation policies, and alert management for IT infrastructure monitoring. Manage contracts, purchase orders, vendors, departments, locations, and SLA policies. Operate public-facing status pages with incident and maintenance updates. Manage agents, requesters, groups, and roles. Support service catalog items and custom objects for extending data models.

Connect Freshservice to production AI agents

See how Metorial gives Freshservice access the governance, tracing, and security controls teams need.

Frequently asked questions

Common questions about connecting Freshservice to AI agents with Metorial.

  1. Can Metorial connect Freshservice to AI agents?
    Yes. Metorial connects AI agents to Freshservice through a governed integration layer, so teams can use the provider while keeping access controlled and observable.
  2. Metorial is MCP compatible and lets teams expose approved provider tools to MCP-capable agents and clients through a controlled access layer.
  3. Metorial applies policies across users, groups, providers, agents, and individual tools, then records the context around every agent interaction.
  4. Yes. Metorial records provider activity so teams can inspect tool calls, troubleshoot integrations, and give security teams the visibility they need.