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.
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 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
Retrieve a single asset by its ID with all details.
update_knowledge_base_article
Update a knowledge base article's title, content, status, or tags.
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, optionally filtered by category. Service catalog items are predefined service offerings that users can request.
list_knowledge_base_folders
List knowledge base folders. Optionally filter by category. Each folder contains articles.
list_agents
List agents (IT support staff) in Freshservice. Supports filtering by query and pagination. Agents can be full-time or occasional.
delete_change
Permanently delete a change request by its ID.
delete_problem
Delete a problem by its ID. Deleted problems can be restored.
list_changes
List change requests in Freshservice with optional filtering and pagination.
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 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 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 a requester's profile information.
get_change
Retrieve a single change request by its ID with all details.
create_requester
Create a new requester (end user/contact) in Freshservice. Requesters are the users who raise tickets.
list_requesters
List requesters in Freshservice. Supports filtering via query language and pagination.
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 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 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
Retrieve a single service catalog item with its full details, including custom fields and configuration.
get_problem
Retrieve a single problem by its ID with all details including analysis fields (cause, symptom, impact).
get_department
Retrieve a single department by its ID.
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 an asset by its ID. Deleted assets can be restored unless permanently deleted outside this tool.
list_knowledge_base_articles
List knowledge base articles. Optionally filter by folder. To discover folders, list categories and folders first.
get_requester
Retrieve a single requester by their ID.
list_service_categories
List all service catalog categories. Categories organize service items into logical groups.
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 an existing asset's properties such as name, assignment, location, and type-specific fields.
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 in Freshservice with pagination. Optionally include type fields.
get_ticket
Retrieve a single ticket by its ID, including optional embedded resources like conversations, requester info, stats, or problem/change associations.
get_agent
Retrieve a single agent by their ID, including their role, group, and contact information.
create_knowledge_base_article
Create a new knowledge base article in a specific folder. Status: 1=Draft, 2=Published.
get_knowledge_base_article
Retrieve a single knowledge base article by its ID with full content.
list_problems
List all problems in Freshservice with pagination support.
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 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 a deleted Freshservice release.
restore_problem
Restore a deleted Freshservice problem by ID.
restore_asset
Restore a deleted Freshservice asset by display ID.
delete_ticket_conversation
Delete a Freshservice ticket conversation.
list_ticket_conversations
List replies and notes on a Freshservice ticket.
restore_knowledge_base_article
Restore a deleted Freshservice knowledge base article.
list_locations
List Freshservice locations for requester, department, and asset assignment.
reactivate_requester
Reactivate a deactivated requester/contact in Freshservice.
get_vendor
Retrieve a Freshservice vendor by ID.
update_release
Update an existing Freshservice release.
get_agent_group
Retrieve a Freshservice agent group by ID.
delete_knowledge_base_article
Delete a Freshservice knowledge base article. Deleted articles can be restored.
list_releases
List Freshservice releases. Use filterName for documented release filters such as all, my_open, unassigned, completed, incomplete, or deleted.
list_vendors
List Freshservice vendors for asset and procurement workflows.
list_form_fields
List Freshservice form field metadata for tickets, problems, changes, releases, requesters, agents, or departments.
get_location
Retrieve a Freshservice location by ID.
search_assets
Search Freshservice assets by name, serial number, MAC address, IP address, UUID, or IMEI.
restore_ticket
Restore a deleted Freshservice ticket.
delete_requester
Deactivate a requester/contact in Freshservice. Deactivated requesters can be reactivated.
delete_release
Delete a Freshservice release. Deleted releases can be restored.
get_release
Retrieve a Freshservice release by ID.
update_ticket_conversation
Update the body of a Freshservice ticket conversation.
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 the activity feed for a Freshservice ticket.
list_agent_groups
List Freshservice agent groups for assignment and routing.
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.
Common questions about connecting Freshservice to AI agents with Metorial.