Applies to: Freshservice, Freshservice for Business Teams.

Requesters can connect AI tools such as Claude, Gemini and ChatGPT to Freshservice through the Freshworks Model Context Protocol (MCP) server , and OAuth is the only supported authentication method. API key authentication is not available for requesters; it is supported only for agents (see the agent MCP article).

The MCP server acts as middleware that exposes a limited set of requester-safe capabilities, such as raising a ticket, replying to it, searching solution articles and placing service catalog requests, by using public APIs. Every request runs with the requester's own permissions, so a requester can only see and act on what they can already access in the portal.

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 and example prompts
• FAQs, security and more resources

Supported MCP integrations

Requesters can connect any AI tool that supports MCP with OAuth. For the simplest setup, use 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 are not supported for MCP endpoints. Always use your Freshservice base domain: https://<subdomain>.freshservice.com/mcp.

Option 1: Set up MCP integration with Claude Connector

Prerequisite: an active Claude account.

1. Open Claude, click your profile or workspace menu in the bottom-left corner, and select Settings.

2. Click Connectors in the left sidebar, search for Freshservice, and click Connect.

3. When you are redirected to the Freshservice authorization page, sign in and approve access. A Configure button appears next to the connector once setup succeeds.

4. To verify, click Configure, review the tools listed, and optionally set each tool to Always allow , Needs approval, Blocked, or Custom. Then, open a chat and try a prompt such as "Use the Freshservice connector to show my open tickets."

Option 2: Set up MCP integration with Gemini Connector

Prerequisites: An active Gemini account with access to Workspace extensions or connectors, and a Google Cloud administrator who has already set up the Freshservice data store in Gemini Enterprise.

1. Open Gemini and click the Connectors icon below the chat input box.

2. Search for Freshservice in the list and click Authorize.

3. Sign in on the Freshservice authorization page and approve access.

4. Turn on the toggle next to Freshservice for your current chat.

You can now type your request, or use @mention or /tools in your prompt.

Option 3: Set up MCP integration with ChatGPT

A ChatGPT workspace administrator needs to first create the custom plugin. Requesters then

install and authorize it.

For administrators

1. Go to the ChatGPT admin plugins page, search for Freshservice, and select the app published by Freshworks Inc.

2. Select + New custom plugin, enter a name and description, and under Connection enter https://<subdomain>.freshservice.com/mcp.

3. Accept the custom MCP server warning, click Create, adjust Role access, Configure actions and Configure approvals, and click Publish.

For Requesters

1. In your workspace Plugins directory , find the plugin your administrator published and add it to your chat.

2. In the Authorization dialog, select your Freshworks account URL and click Continue.

3. Complete the sign-in steps, then start a new chat, select the plugin from the Plugins

menu, and type @Freshservice (or the custom name) followed by your request.

Option 4: Set up MCP integration with Claude Code

Note: This integreation method authenticate requests using OAuth only. Do not add an API key, as requesters cannot authenticate using API keys.

Prerequisites: Claude Code installed, an active Claude account, and your MCP URL

( https://<subdomain>.freshservice.com/mcp).

1. Register the server by running the following command:
   claude mcp add my-remote-server --transport stdio -- npx -y mcp-remote https://<subdomain>.freshservice.com/mcp

2. Trigger the OAuth flow by running npx -y mcp-remote:
   https://<subdomain>.freshservice.com/mcp, and sign in when your browser opens.

3. Confirm the connection with claude mcp get my-remote-server. The status should show Connected.

Option 5: Set up MCP integration with Claude Desktop

Note: This integreation method authenticate requests using OAuth only. Do not add an API key, as requesters cannot authenticate using API keys.

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

2. Add the following entry to the mcpServers object in claude_desktop_config.json, keeping any servers already listed:

{

"mcpServers": {

"freshservice": {

"command": "npx"

,

"args": ["

-y"

,

"mcp-remote"

,

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

}

}

}

3. Save the file, quit Claude Desktop from the taskbar or menu bar , and relaunch it.

4. Complete the sign-in prompt in your browser , then check the status under Claude >

Settings > Developer.

Option 6: Set up the MCP integration with Cursor

Note: This integreation method authenticate requests using OAuth only. Do not add an API key, as requesters cannot authenticate using API keys.

1. Create or update .cursor/mcp.json in your project root (or your home directory for a global setup).

2. Add the server without any headers:

{

"mcpServers": {

"freshservice": {

"type": "http",

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

}

}

}

3. In Cursor , open View > Command Palette, run View: Open MCP Settings, and find the server under Installed MCP Servers.

4. Click Connect to start the OAuth flow. After you sign in, expand the server card to see the available tools.

Option 7: Set up MCP integration with Microsoft Copilot Studio

Note: This integreation method authenticate requests using OAuth only. Do not add an API key, as requesters cannot authenticate using API keys.

Prerequisites: Access to Copilot Studio and an existing agent.

1. Select your agent, open its Tools page, and click + Add a tool.

2. Select + New tool > Model Context Protocol.

3. Enter a server name and description, set the server URL to https://<subdomain>.freshservice.com/mcp, and choose OAuth 2.0 > Dynamic discovery as the authentication mode. Click Create.

4. In the Connection dropdown, select Create new connection > Create, pick your account, and click Continue.

5. Click Add and configure. The tools appear under the Tools section.

6. To verify, open Settings > Connection Settings for the agent, and if the status is Not connected, click Connect, select the new connection, and click Submit.

Option 8: Set up MCP integration with Visual Studio Code

Note: This integreation method authenticate requests using OAuth only. Do not add an API key, as requesters cannot authenticate using API keys.

Prerequisites: Visual Studio Code and the MCP extension installed.

1. Open the Command Palette (Ctrl+Shift+P on Windows, Cmd+Shift+P on macOS) and select MCP: Add Server....

2. Choose HTTP (HTTP or Server-Sent Events) and enter https://<subdomain>.freshservice.com/mcp as the URL.

3. Accept the auto-generated server ID or enter your own, then choose Global or Workspace as the configuration target.

4. When the authentication popup appears, select Allow, then sign in and authorize access in your browser .

5. To verify, run MCP: List Servers and check that the Freshservice server is active.

Troubleshoot issues

Connection failures

Check your internet connection and VPN status, open https://<subdomain>.freshservice.com/mcp in a browser to confirm the endpoint is live, and run npx -v to confirm Node is installed.

Authentication errors

Complete the browser sign-in prompt right away, because authentication links expire. In Claude Code, run the /mcp command from within an active session. Make sure you sign in with your requester account on the correct Freshservice account URL.

Connection fails due to IP restrictions

If your organization or Freshservice account restricts IP addresses, requests to the MCP server can time out or be refused. Ask your administrator to configure IP allowlisting for the ranges published in the agent article's troubleshooting section, confirm outbound HTTPS (port 443) is allowed, and retry the connection.

List of available tools

Requesters have 19 tools across tickets, requesters, solution articles and the service catalog. Agent-only tools, such as asset, agent, onboarding and offboarding tools, internal ticket notes and ticket filters are not available.

Pagination and example prompts

When a tool returns many results, such as a long list of solution articles, the MCP server

returns them in smaller batches. Y our AI tool requests the next batch automatically using

the nextCursor parameter, so you do not manage page numbers or sizes yourself .

You can use these sample prompts and adapt them to your needs.

Raise and track tickets

• "Show my open tickets."

• "Show details for ticket 10234."

• "Create a ticket: my laptop will not connect to the office Wi-Fi."

• "Reply to ticket 10234: the issue is fixed, thank you."

Request services

• "Search the service catalog for 'laptop'”

• "Request a software installation for Zoom."

Search the knowledge base

• "Find solution articles about 'VPN issue'"

• "Get all articles in the 'Laptop Issues' folder ."

FAQs, security and more resources

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