Freshdesk

Freshdesk is a cloud-based customer support platform for managing tickets, contacts, and self-service content. The Freshdesk MCP server lets you triage tickets, manage contacts and companies, work with the knowledge base, and orchestrate community forums using natural language.

What Can It Do?

Read, create, and triage tickets with full lifecycle management
Manage contacts and companies with search, merge, and bulk operations
Work with the knowledge base to create and update solution articles
Orchestrate community forums with topics and comments
Track time entries on tickets
Handle attachments with download to Gumloop storage

Where to Use It

In Agents (Recommended)

Add Freshdesk as a tool to any agent. The agent can then manage your helpdesk conversationally, choosing the right actions based on context.

To add an MCP tool to your agent:

Open your agent’s configuration
Click Add tools → Connect an app with MCP
Search for the integration and select it
Authenticate with your account

You can control which tools your agent has access to. After adding an integration, click on it to enable or disable specific tools based on what your agent needs.

In Workflows (Via Agent Node)

For automated pipelines, use an Agent Node with Freshdesk tools. This gives you the flexibility of an agent within a deterministic workflow.

As a Custom MCP Node

You can also create a standalone MCP node for a specific action. This generates a reusable node that performs one task, useful when you need the same operation repeatedly in workflows.

To create a custom MCP node:

Go to your node library and search for the integration
Click Create a node with AI
Describe the specific action you want (e.g., “List open tickets assigned to me”)
Test the node and save it for reuse

Custom MCP nodes are single-purpose by design. For tasks that require multiple steps or dynamic decision-making, use an agent instead.

Available Tools

Tickets

Tool	Description
List Tickets	List tickets with filters, automatic pagination, and optional embedded relations
Get Ticket	Get a single ticket by ID, optionally embedding related data
Create Ticket	Create a new ticket
Update Ticket	Update fields on an existing ticket
Delete Ticket	Soft-delete a ticket
Search Tickets	Search tickets using the Freshdesk filter DSL
Merge Tickets	Merge one or more secondary tickets into a primary ticket
Forward Ticket	Forward a ticket as a new outbound email
Restore Ticket	Restore a previously soft-deleted ticket

Conversations

Tool	Description
List Conversations	List replies and notes on a ticket
Reply to Ticket	Post a public reply to a ticket
Add Note	Add a note (private by default) to a ticket
Update Conversation	Update an existing conversation (notes only)
Delete Conversation	Delete a conversation (reply or note)

Watchers

Tool	Description
List Watchers	List agents watching a ticket
Add Watcher	Add an agent as a watcher on a ticket
Remove Self Watcher	Remove the API caller from a ticket’s watchers

Attachments

Tool	Description
List Ticket Attachments	List attachments on a ticket by walking its conversations
Get Attachment	Download a ticket attachment and store it in Gumloop storage

Contacts

Tool	Description
List Contacts	List contacts with optional filters
Get Contact	Get a contact by ID
Search Contacts	Search contacts using the Freshdesk filter DSL
Create Contact	Create a contact
Update Contact	Update fields on a contact
Delete Contact	Soft-delete a contact
Hard Delete Contact	Permanently delete a contact
Merge Contacts	Merge secondary contacts into a primary contact
Restore Contact	Restore a soft-deleted contact

Companies

Tool	Description
List Companies	List companies with optional filters
Get Company	Get a company by ID
Search Companies	Search companies using the Freshdesk filter DSL
Create Company	Create a company
Update Company	Update fields on a company
Delete Company	Delete a company

Tool	Description
List Agents	List agents with optional filters
Get Agent	Get an agent by ID
Get Current Agent	Get the agent associated with the authenticated API key
List Groups	List agent groups
Get Group	Get an agent group by ID
List Skills	List agent skills
List Roles	List agent roles
List Products	List products
List Business Hours	List business hours configurations
List SLA Policies	List SLA policies
List Ticket Fields	List ticket fields for schema discovery
List Contact Fields	List contact fields for schema discovery
List Company Fields	List company fields for schema discovery
List CSAT Surveys	List customer satisfaction surveys
List Satisfaction Ratings	List customer satisfaction ratings across all surveys

Time Entries

Tool	Description
List Time Entries	List time entries with filters
Create Time Entry	Create a time entry on a ticket
Update Time Entry	Update a time entry
Delete Time Entry	Delete a time entry
Toggle Timer	Start or stop the timer on a time entry

Knowledge Base

Tool	Description
List Solution Categories	List solution categories in the knowledge base
Get Solution Category	Get a solution category by ID
List Solution Folders	List folders inside a solution category
Get Solution Folder	Get a solution folder by ID
List Solution Articles	List articles inside a solution folder
Get Solution Article	Get a solution article by ID
Search Solutions	Full-text search across solution articles
Create Solution Article	Create a solution article
Update Solution Article	Update a solution article
Delete Solution Article	Delete a solution article
List Canned Responses	List canned responses visible to the agent
Get Canned Response	Get a canned response by ID
List Canned Response Folders	List canned response folders
Get Canned Response Folder	Get a canned response folder by ID

Forums

Tool	Description
List Forum Categories	List forum categories
Get Forum Category	Get a forum category by ID
List Forums	List forums under a category
Get Forum	Get a forum by ID
List Forum Topics	List topics within a forum
Get Forum Topic	Get a forum topic by ID
Create Forum Topic	Create a new topic in a forum
Update Forum Topic	Update a forum topic
Delete Forum Topic	Delete a forum topic
Follow Forum Topic	Subscribe a user to updates on a forum topic
Unfollow Forum Topic	Unsubscribe a user from updates on a forum topic
List Topic Comments	List comments on a forum topic
Create Forum Comment	Post a comment to a forum topic
Update Forum Comment	Update a forum comment
Delete Forum Comment	Delete a forum comment

Threads (Pro+)

Tool	Description
Get Thread	Get a collaboration thread by ID
Create Thread	Create a collaboration thread on a ticket
Update Thread	Update a collaboration thread
Delete Thread	Delete a collaboration thread
Get Thread Message	Get a collaboration thread message by ID
Create Thread Message	Post a message to a collaboration thread
Update Thread Message	Update a collaboration thread message
Delete Thread Message	Delete a collaboration thread message

Custom Objects (Enterprise)

Tool	Description
List Custom Object Records	List records of a custom object schema
Get Custom Object Record	Get a custom object record by ID
Create Custom Object Record	Create a custom object record
Update Custom Object Record	Update a custom object record
Delete Custom Object Record	Delete a custom object record

Other

Tool	Description
Get Outbound Message Status	Get the delivery status of an outbound message
Get Job Status	Poll the status of an async Freshdesk job

Example Prompts

Use these with your agent or in the Agent Node: List open tickets:

Show me all open tickets assigned to the support team

Triage a ticket:

Update ticket #1234 to high priority and assign it to the billing group

Search for a contact:

Find the contact with email jane@acme.com

Reply to a ticket:

Reply to ticket #5678 saying we've escalated the issue to engineering

Search the knowledge base:

Search for articles about password reset

Merge duplicate tickets:

Merge tickets #1001 and #1002 into ticket #1000

Troubleshooting

Issue	Solution
Agent not finding the right data	Use specific ticket IDs or exact email addresses
Action not completing	Check that you’ve authenticated with Freshdesk
Unexpected results	The agent may chain multiple tools (e.g., searching first, then updating). Review the agent’s reasoning to understand its approach.
Tool not available	Verify the tool is enabled in your agent’s MCP configuration

Agents are smart enough to chain multiple API calls together. For example, asking “Reply to the latest ticket from Acme” will search for the ticket first, then post the reply. If results seem off, check the agent’s step-by-step reasoning.

Need Help?

Agents documentation for setup and best practices
Agent Node guide for workflow integration
Need help? Reach out to us
Contact support@gumloop.com for assistance

Use this integration directly in Claude or Cursor. Connect remotely via the Freshdesk MCP server using credentials from your Connectors page.

Get Started

Core Concepts

Enterprise Features

Nodes

Common Errors

What Can It Do?

Where to Use It

In Agents (Recommended)

In Workflows (Via Agent Node)

As a Custom MCP Node

Available Tools

Tickets

Conversations

Watchers

Attachments

Contacts

Companies

Directory

Time Entries

Knowledge Base

Forums

Threads (Pro+)

Custom Objects (Enterprise)

Other

Example Prompts

Troubleshooting

Need Help?

​What Can It Do?

​Where to Use It

​In Agents (Recommended)

​In Workflows (Via Agent Node)

​As a Custom MCP Node

​Available Tools

​Tickets

​Conversations

​Watchers

​Attachments

​Contacts

​Companies

​Directory

​Time Entries

​Knowledge Base

​Forums

​Threads (Pro+)

​Custom Objects (Enterprise)

​Other

​Example Prompts

​Troubleshooting

​Need Help?

What Can It Do?

Where to Use It

In Agents (Recommended)

In Workflows (Via Agent Node)

As a Custom MCP Node

Available Tools

Tickets

Conversations

Watchers

Attachments

Contacts

Companies

Directory

Time Entries

Knowledge Base

Forums

Threads (Pro+)

Custom Objects (Enterprise)

Other

Example Prompts

Troubleshooting

Need Help?