Applies to: Freshservice, Freshservice for Business Teams.

Connect an AI tool to Freshservice to manage your tickets, search solution articles, and submit service catalog requests. The Freshworks Model Context Protocol (MCP) server exposes requester-safe Freshservice capabilities through public APIs.

The MCP server uses your Freshservice requester permissions. You can access only the information and actions available to your account in the Freshservice portal.

Important: Requester connections support OAuth only. API key authentication is available for agents, but not for requesters. For agent setup, see Model Context Protocol (MCP) integration in Freshservice.

This article explains how requesters connect their AI tool, lists the tools available to them, and gives sample prompts.

TABLE OF CONTENTS

• Supported MCP integrations
• Option 1: Set up MCP integration with Claude Connector
• Option 2: Set up MCP integration with Gemini Connector
• Option 3: Set up MCP integration with ChatGPT
• Option 4: Set up MCP integration with Claude Code
• Option 5: Set up MCP integration with Claude Desktop
• Option 6: Set up the MCP integration with Cursor
• Option 7: Set up MCP integration with Microsoft Copilot Studio
• Option 8: Set up MCP integration with Visual Studio Code
• Troubleshoot issues
• List of available tools
• Pagination 
• Example prompts
• FAQs, security, and more resources

Supported MCP integrations

Freshservice supports MCP integration with any AI tool that provides MCP support. This section highlights a selection of commonly used integrations that you can connect to Freshservice.

Recommended: For the simplest setup and best user experience, we recommend connecting through the Claude Connector, Gemini Connector, or ChatGPT.

1. Claude Connector (recommended) 
2. Gemini Connector (recommended) 
3. ChatGPT (recommended) 
4. Claude Code 
5. Claude Desktop 
6. Cursor
7. Microsoft Copilot Studio 
8. Visual Studio Code 

Note: Custom domains aren't supported for MCP endpoints. Use your Freshservice base domain in this format: https://<subdomain>.freshservice.com/mcp. 

Replace `<subdomain>` with your Freshservice account subdomain. 

Option 1: Set up MCP integration with Claude Connector

Custom connectors allow Claude to interact with external tools and data sources.

Prerequisites

Before you begin, ensure you have an active Claude account.

Create an MCP connection

To use the Connector to connect Claude to your MCP server, follow these steps:

1. Open Claude.
2. Open the profile or workspace menu in the bottom-left corner, and select Settings.
3. Select Connectors in the left sidebar.
4. Search for Freshservice, and select Connect.
5. When the Freshservice authorization page opens, sign in and approve access.

Verify the connection

Follow these steps to verify the MCP connection: 

1. On the Connectors page, select Configure next to Freshservice.
2. Review the available tools.
3. Optional: Set each tool's permission to Always allow, Needs approval, Blocked, or Custom.
4. Open a chat and enter a test prompt, such as: Use the Freshservice connector to show my open tickets.

Option 2: Set up MCP integration with Gemini Connector

You can integrate your Freshservice MCP server with Gemini to directly interact with your service desk, search data, and run tasks from the Gemini chat interface.

Prerequisites 

Before you begin, ensure the following requirements are met:

• An active Gemini account with access to Workspace extensions or connectors.

• Google Cloud administrator has already set up the Freshservice data store in Gemini Enterprise.

Create an MCP connection 

Follow these steps to connect and authorize the integration in Gemini:

1. Open Gemini.
2. Select the Connectors icon below the chat input box.
3. Find Freshservice, and select Authorize.
4. When the Freshservice authorization page opens, sign in and approve access.
5. Turn on the toggle next to Freshservice for the current chat.

You can now enter a request in Gemini. You can also use @mention or /tools in your prompt.

Option 3: Set up MCP integration with ChatGPT

A ChatGPT workspace administrator needs to create and publish the custom plugin before requesters can install and authorize it.

Prerequisites

Before you begin, ensure you have the following:

• A ChatGPT workspace administrator who can configure plugins.

• An active ChatGPT account with access to the workspace's Plugins directory.

• Your Freshservice MCP server URL: https://<subdomain>.freshservice.com/mcp.

Configure the plugin (administrators)

1. Open the ChatGPT admin Plugins page.
2. Search for Freshservice, and select the app published by Freshworks Inc.
3. Select + New custom plugin.
4. Enter a name and description for the plugin.
5. Under Connection, enter your Freshservice MCP server URL:   https://<subdomain>.freshservice.com/mcp
6. Review the custom MCP server warning and acknowledge it.
7. Select Create.
8. Configure Role access, Configure actions, and Configure approvals to meet your organization's requirements.
9. Select Publish.

Install and authorize the plugin (requesters)

1. In ChatGPT, open your workspace's Plugins directory.
2. Find the plugin published by your administrator, and add it to your chat.
3. In the authorization dialog, select your Freshworks account URL, and select Continue.
4. Complete the sign-in steps.

Use the integration

1. Start a new ChatGPT chat.
2. Open the Plugins menu, and select the custom Freshservice plugin.
3. Enter @Freshservice (or the custom name assigned by your administrator), followed by your request.

Option 4: Set up MCP integration with Claude Code

Connect and verify the MCP server within the Claude Code editor. After the setup is complete, Claude Code can use tools exposed by the MCP server directly within the editor.

Prerequisites

Before you begin, ensure you have the following:

• Claude Code installed.

• An active Claude account.

• Your Freshservice MCP server URL: https://<subdomain>.freshservice.com/mcp.

Note: Requester connections support OAuth authentication only. Do not use an API key.

Create an MCP connection

1. Open a terminal and run the following command to register the MCP server:
   claude mcp add my-remote-server --transport stdio -- npx -y mcp-remote https://<subdomain>.freshservice.com/mcp
2. To trigger the OAuth flow, run the following command:
   npx -y mcp-remote https://<subdomain>.freshservice.com/mcp
3. When your browser opens, sign in to Freshservice and approve access.

Verify the connection

To verify the MCP connection, run the following command:

claude mcp get my-remote-server

Confirm that the server status is Connected.

Option 5: Set up MCP integration with Claude Desktop

Connect and verify the MCP server within the Claude Desktop editor. After the setup is complete, Claude Desktop can use tools exposed by the MCP server directly within the editor.

Prerequisites

Before you begin, ensure you have the following:

• Claude Desktop installed.

• An active Claude account.

• Your Freshservice MCP server URL: https://<subdomain>.freshservice.com/mcp.

Note: Requester connections support OAuth authentication only. Do not use an API key.

Create an MCP connection

1. Open Claude Desktop, go to Claude > Settings > Developer, and select Edit Config.

2. Add the following entry to the mcpServers object in claude_desktop_config.json. Keep any existing server entries.

{

     "mcpServers": {

       "freshservice": {

         "command": "npx",

         "args": [

           "-y",

           "mcp-remote",

           "https://<subdomain>.freshservice.com/mcp"

         ]

       }

     }

   }

Replace <subdomain> with your Freshservice account subdomain.

3. Save the file.

4. Quit Claude Desktop from the taskbar or menu bar, then relaunch it.

5. Complete the sign-in prompt in your browser.

Verify the connection

Go to Claude > Settings > Developer, and check the connection status.

Option 6: Set up the MCP integration with Cursor

Prerequisites

Before you begin, ensure you have the following:

• Cursor installed.

• Your Freshservice MCP server URL: https://<subdomain>.freshservice.com/mcp.
  
  

Note: Requester connections support OAuth authentication only. Do not use an API key.

Create an MCP connection

1. Create or update .cursor/mcp.json in your project root. For a global setup, use the configuration file in your home directory.

2. Add the following configuration. Keep any existing server entries.

   {

     "mcpServers": {

       "freshservice": {

         "type": "http",

         "url": "https://<subdomain>.freshservice.com/mcp"

       }

     }

   }

Replace <subdomain> with your Freshservice account subdomain.

3. In Cursor, open View > Command Palette.

4. Run View: Open MCP Settings.

5. Under Installed MCP Servers, find Freshservice and select Connect.

6. Complete the OAuth sign-in in your browser.

Verify the connection

Expand the Freshservice server card in MCP Settings and confirm that the available tools appear.

Option 7: Set up MCP integration with Microsoft Copilot Studio

Connect and verify the MCP server within the Microsoft Copilot Studio editor. After the setup is complete, Microsoft Copilot Studio can use tools exposed by the MCP server directly within the editor.

Prerequisites

Before you begin, ensure you have the following:

• Access to Microsoft Copilot Studio.

• An existing agent.

• Your Freshservice MCP server URL: https://<subdomain>.freshservice.com/mcp.

Note: Requester connections support OAuth authentication only. Do not use an API key.

Create an MCP connection

1. In Copilot Studio, select your agent.
2. Open the agent's Tools page, and select + Add a tool.
3. Select + New tool > Model Context Protocol.
4. Enter a server name and description.
5. For Server URL, enter https://<subdomain>.freshservice.com/mcp.
6. For authentication, select OAuth 2.0 > Dynamic discovery.
7. Select Create.
8. In the Connection dropdown, select Create new connection > Create.
9. Select your account, and select Continue to authorize the connection.
10. Select Add and configure. The available tools appear under Tools.

Verify the connection

1. Open the agent's Settings > Connection Settings.
2. Find the new connection.
3. If its status is Not connected, select Connect.
4. Select the new connection, and select Submit.
5. Confirm that the status changes to Connected.

Option 8: Set up MCP integration with Visual Studio Code

Connect and verify the MCP server within the Visual Studio Code editor. After the setup is complete, Visual Studio Code can use tools exposed by the MCP server directly within the editor.

Prerequisites

Before you begin, ensure you have the following:

• Visual Studio Code installed.

• The MCP extension for Visual Studio Code installed.

• Your Freshservice MCP server URL: https://<subdomain>.freshservice.com/mcp.

Note: Requester connections support OAuth authentication only. Do not use an API key.

Create an MCP connection

1. Open the Command Palette by pressing Ctrl+Shift+P on Windows or Cmd+Shift+P on macOS.
2. Run MCP: Add Server....
3. Select HTTP (HTTP or Server-Sent Events).
4. Enter https://<subdomain>.freshservice.com/mcp as the server URL.
5. Accept the generated server ID or enter a name.

6. Select a configuration target:

   1. Global makes the server available in all Visual Studio Code windows.

   2. Workspace makes the server available only in the current workspace.

7. When the authentication prompt appears, select Allow.
8. In your browser, sign in to Freshservice and authorize access.

Verify the connection

1. Open the Command Palette.
2. Run MCP: List Servers.
3. Confirm that the Freshservice server is listed as active

Troubleshoot issues

Issue: Connection failures

1. Check your internet connection and VPN status.
2. Open https://<subdomain>.freshservice.com/mcp in a browser to check whether the endpoint is reachable.
3. If you're using a client that requires Node.js, run npx -v in a terminal to confirm that npx is installed.

Issue: Authentication errors

1. Complete the browser sign-in prompt as soon as it appears. Authentication links can expire.
2. In Claude Code, run the `/mcp` command from an active session if you need to inspect the connection.
3. Confirm that you're signing in with the correct requester account and Freshservice account URL.

Issue: MCP connection fails due to IP restrictions

If your organization or Freshservice account restricts IP addresses, the connection might time out or be refused.

1. Ask your Freshservice administrator to review the IP allowlisting requirements in the agent MCP article.
2. Confirm that outbound HTTPS traffic on port 443 is allowed.
3. Check whether a firewall or proxy is blocking the connection.
4. Retry the connection.

List of available tools

The requester MCP server provides 19 tools for tickets, requesters, solution articles, and the service catalog. Agent-only capabilities, such as asset, agent, onboarding, and offboarding tools, internal ticket notes, and ticket filters, aren't available to requesters.

Pagination 

When a tool returns many results, the MCP server returns them in batches. Your AI tool uses the nextCursor parameter to request the next batch automatically. You don't need to manage page numbers or page sizes.

Example prompts

Use these prompts as examples, and replace the details with your own.

Create and track tickets

• “Show my open tickets.”

• “Show details for ticket 10234.”

• “Create a ticket: My laptop won't connect to the office Wi-Fi.”

• “Reply to ticket 10234: The issue is fixed. Thank you.”

Request a service

• “Search the service catalog for the laptop.”

• “Request a software installation for Zoom.”

Search solution articles

• “Find solution articles about VPN issues.”

• “Show all articles in the Laptop Issues folder.”

FAQs, security, and more resources

• Model Context Protocol (MCP) integration in Freshservice (agents) 
• MCP Integration: Frequently Asked Questions (FAQs) 
• Freshworks MCP security 
• MCP usage analytics