Freshservice

The Freshservice tool provides the ability to manage tickets, submit service requests, access knowledge base articles, and handle approvals.

Connection Setup

Connect Freshservice to Dust with a Freshservice Agent account and OAuth.

Before you start:

In Freshservice

Use a Freshservice account with the Agent role, not Requester.
Check that the assigned role can access Tickets, Service Catalog, Knowledge Base, and Approvals.
Make sure the account is not blocked by security restrictions or repeated failed sign-in attempts.
Review the official documentation: Dust Freshservice guide and Freshservice authentication docs.

In Dust:

go to Spaces -> Tools and select Add Tools.
Select Freshservice from the available MCP servers.
Enter your Freshservice domain URL (for example, yourcompany.freshservice.com).
Enter your Freshservice organization URL (for example, yourcompany.myfreshservice.com).
Click Connect to start the OAuth flow.
Sign in with your Freshservice Agent account.
Accept all requested OAuth scopes and complete the authorization flow.
Assign the tool to the relevant Dust agent so it appears in the agent's available actions.

Freshservice provides the following tools:

Tool	Description
List Tickets	Lists tickets with optional filtering and pagination.
Get Ticket	Gets detailed information about a specific ticket.
Create Ticket	Creates a new ticket in Freshservice.
Update Ticket	Updates an existing ticket's properties.
Add Ticket Note	Adds an internal note to a ticket.
Add Ticket Reply	Adds a public reply to a ticket conversation.

Tool	Description
List Ticket Tasks	Lists all tasks associated with a ticket.
Create Ticket Task	Creates a new task on a ticket.
Update Ticket Task	Updates an existing task's properties.
Delete Ticket Task	Deletes a task from a ticket.

Tool	Description
List Service Categories	Lists all service catalog categories.
List Service Items	Lists service catalog items.
Search Service Items	Searches for service items by keyword.
Get Service Item	Gets detailed information about a specific service item.
Get Service Item Fields	Gets the field configuration for a service item.
Request Service Item	Submits a service request for a catalog item.

Tool	Description
List Solution Categories	Lists solution categories used to organize folders and articles.
List Solution Folders	Lists solution folders within categories.
List Solution Articles	Lists articles within a specific folder.
Get Solution Article	Gets the full content of a specific solution article.
Create Solution Article	Creates a new solution article in a specified folder.

Tool	Description
List Ticket Approvals	Lists all approvals for a specific ticket.
Get Ticket Approval	Gets details of a specific approval.
Request Service Approval	Requests approval for a ticket.

Tool	Description
List Departments	Lists all departments in Freshservice.
List Products	Lists all products/assets.
List Requesters	Lists requesters with optional filtering.
Get Requester	Gets detailed information about a specific requester.
List On-Call Schedules	Lists on-call schedules for support teams.
List SLA Policies	Lists SLA policies configured in your instance.
List Purchase Orders	Lists purchase orders.
List Canned Responses	Lists available canned responses.
Get Canned Response	Gets the full content of a specific canned response.

Tool	Description
Get Ticket Read Fields	Lists available ticket field IDs for use in read operations.
Get Ticket Write Fields	Lists all available ticket fields for create and update operations.

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

Updated 19 days ago