Freshservice

Connection Setup

The setup process requires authentication to connect your Freshservice instance to Dust.

1. Under Administration -> Tools, select Add Tools
2. Select Freshservice from the available MCP servers
3. Enter your Freshservice domain URL (e.g., yourcompany.freshservice.com)
4. Enter your Freshservice organization URL (e.g., yourcompany.myfreshservice.com)
5. Complete the OAuth process.

Available Tools

Ticket Management

List Tickets

List tickets with optional filtering and pagination.

Get Ticket

Get detailed information about a specific ticket.

Create Ticket

Create a new ticket in Freshservice.

Update Ticket

Update an existing ticket's properties.

Add Ticket Note

Add an internal note to a ticket.

Add Ticket Reply

Add a public reply to a ticket conversation.

Task Management

List Ticket Tasks

List all tasks associated with a ticket.

Create Ticket Task

Create a new task on a ticket.

Update Ticket Task

Update an existing task's properties.

Delete Ticket Task

Delete a task from a ticket.

Service Catalog

List Service Categories

List all service catalog categories.

List Service Items

List service catalog items.

Search Service Items

Search for service items by keyword.

Get Service Item

Get detailed information about a specific service item.

Get Service Item Fields

Get the field configuration for a service item.

Request Service Item

Submit a service request for a catalog item.

Knowledge Base

List Solution Categories

List solution categories used to organize folders and articles.

List Solution Folders

List solution folders within categories.

List Solution Articles

List articles within a specific folder

Get Solution Article

Get the full content of a specific solution article.

Create Solution Article

Create a new solution article in a specified folder.

Approvals

List Ticket Approvals

List all approvals for a specific ticket.

Get Ticket Approval

Get details of a specific approval.

Request Service Approval

Request approval for a ticket.

Organizational Data

List Departments

List all departments in Freshservice.

List Products

List all products/assets.

List Requesters

List requesters with optional filtering.

Get Requester

Get detailed information about a specific requester.

List On-Call Schedules

List on-call schedules for support teams.

List SLA Policies

List SLA policies configured in your instance.

List Purchase Orders

List purchase orders.

List Canned Responses

List available canned responses.

Get Canned Response

Get the full content of a specific canned response.

Field Discovery

Get Ticket Read Fields

List available ticket field IDs for use in read operations.

Get Ticket Write Fields

List all available ticket fields for create/update operations.

Limitations & Considerations

• Standard Freshservice API rate limits apply (typically 1000 requests per hour per API key)