Overview
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.
- 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.
Available Tools
Freshservice provides the following tools:Ticket Management
Task Management
Service Catalog
Knowledge Base
Approvals
Organizational Data
Field Discovery
Limitations & Considerations
- Standard Freshservice API rate limits apply (typically 1000 requests per hour per API key)