Freshservice
Freshservice is a cloud-based IT service management (ITSM) solution with incident management, asset management, and IT service automation capabilities
Verdict
Common use cases
- Triage high-priority incidents during standups
- Check SLA compliance for open requests
- Log bugs reported in Slack threads
- Pull asset details for hardware audits
- Update ticket status from project discussions
Integration
- Vendor
- Freshservice
- Category
- other
- Auth
- API_KEY
- Composio slug
freshservice
Tools
Setup
Setup guide
- 11. In Switchy, open Settings and navigate to Integrations, then click Connect next to Freshservice. 2. Log into your Freshservice account as an admin and go to Profile Settings > API Key to generate a new key. 3. Copy the key and paste it into Switchy's connection dialog, along with your Freshservice domain (e.g., yourcompany.freshservice.com). 4. Click Authorize to complete the connection — Switchy will verify the key has sufficient permissions. 5. Open any Space and type '@Freshservice list my open tickets' to confirm the integration works. 6. If the response returns ticket data, you're ready to use Freshservice tools in any conversation.
What teammates see: by default, memories from Freshservice are scoped to the Space (PROJECT visibility) - you can mark any memory PRIVATE or share it ORG-wide.
Works well with
Top models
Compatibility data appears once enough Spaces have used this MCP together with a given model.
How Switchy teams use it
Starter prompts
List Open Incidents
@Freshservice show me all open incidents assigned to my team, sorted by priority. Include ticket ID, subject, and SLA status.Open in a Space →
Create Support Ticket
@Freshservice create a new ticket with subject 'Login page timeout on mobile' and description 'Users report 30-second delay before error message appears.'Open in a Space →
Check SLA Breaches
@Freshservice list all tickets with SLA breaches in the last 7 days. Show ticket ID, requester, and time overdue.Open in a Space →
Find Asset Details
@Freshservice get details for asset ID 12345, including assigned user, warranty status, and last maintenance date.Open in a Space →
Update Ticket Status
@Freshservice update ticket #6789 to 'In Progress' and add note 'Escalated to network team for router diagnostics.'Open in a Space →
Example outputs
Illustrative - representative of the model's voice and quality, not literal recordings.
@freshservice show me all open tickets assigned to the engineering team with high priority
Found 7 open tickets assigned to engineering with high priority. Top items: TICK-1847 (API timeout on checkout flow, opened 2 days ago), TICK-1832 (Database migration failing in staging, opened 4 days ago), TICK-1809 (Mobile app crashes on Android 13, opened 1 week ago). All tickets include assignee names, last update timestamps, and current status. This is an illustrative example — actual ticket counts and details will reflect your Freshservice account state at query time.
This example demonstrates read access to ticket data filtered by assignment and priority. Requires API key with ticket read permissions. Response structure depends on your Freshservice plan tier and custom field configuration. Large result sets may hit rate limits (default 1000 requests/hour).
@freshservice create a new incident ticket for the payment gateway being unreachable, assign it to the platform team, set priority to urgent
Created incident ticket TICK-1901 with subject 'Payment gateway unreachable'. Assigned to platform team, priority set to urgent, status set to open. Ticket URL: https://yourcompany.freshservice.com/helpdesk/tickets/1901. Automated notifications sent to platform team members per your workspace rules. This is an illustrative example — actual ticket numbers and routing depend on your Freshservice configuration.
This example shows ticket creation with assignment and priority setting. Requires API key with ticket write permissions. Side-effect: creates a real ticket in your Freshservice instance and triggers notification workflows. Verify assignment group names match your Freshservice setup before running.
@freshservice pull all tickets closed in the last 7 days and summarize the most common issue categories
Retrieved 43 tickets closed in the past week. Most common categories: Authentication issues (12 tickets, 28%), deployment failures (9 tickets, 21%), UI bugs (8 tickets, 19%), performance degradation (7 tickets, 16%), other (7 tickets, 16%). Authentication issues peaked on Tuesday following the SSO provider update. Deployment failures clustered around the Wednesday release window. This is an illustrative summary — actual category distribution reflects your team's recent activity.
This example combines ticket retrieval with AI-driven pattern analysis. Requires read permissions and benefits from custom field access if you track issue categories in Freshservice. Rate limits apply to bulk ticket fetches. Category names depend on your Freshservice taxonomy — the AI infers patterns from ticket titles and descriptions if formal categories aren't set.
Use-case deep-dives
When Freshservice MCP fits incident-response workflows
A 6-person ops team fields 40-60 support tickets daily across Slack, email, and phone. They need AI to pull ticket context mid-conversation without tab-switching. The Freshservice MCP is the right call if your team already lives in Freshservice and uses API key auth—Switchy can query ticket status, requester history, and asset details in real time during triage. The trade-off: if your tickets average under 3 messages or your team closes 80% in under 10 minutes, the overhead of connecting an MCP outweighs the benefit. This works when ticket complexity justifies AI-assisted context retrieval, not when speed alone solves the problem.
Using Freshservice MCP to track new-hire IT provisioning
A 12-person startup onboards 2-3 employees per month and tracks laptop setup, software licenses, and access requests in Freshservice. The MCP lets your team ask Switchy "what's pending for Sarah's onboarding" and get a live list without opening the portal. This scenario wins if onboarding spans multiple departments and you need a shared AI view of who's blocked on what. The boundary: if your onboarding is a single-day event or you have fewer than 8 steps per hire, a Notion checklist is faster. Choose the Freshservice MCP when onboarding state changes daily and multiple people need to check progress without logging in.
When Freshservice MCP speeds quarterly hardware reviews
A 20-person team runs quarterly audits to reconcile laptops, monitors, and licenses against Freshservice's asset database. Normally this means exporting CSVs and cross-referencing spreadsheets. The Freshservice MCP is the right tool if you want Switchy to answer "which assets are assigned to former employees" or "show me all monitors purchased before 2022" without manual exports. The catch: if your asset count is under 50 items or you audit once a year, the setup cost exceeds the time saved. This MCP pays off when asset queries happen monthly and involve multiple stakeholders who don't want to learn Freshservice's query syntax.
Frequently asked
What does the Freshservice MCP do in Switchy?
It connects your Freshservice instance to Switchy so AI agents can read and update tickets, assets, and service catalog items without switching tabs. You authenticate once with an API key, then any teammate can ask questions like 'show open P1 tickets' or 'update ticket 4521 status' directly in a Switchy chat.
Do I need admin access to connect Freshservice?
Yes. You need to generate an API key from Freshservice, which requires admin or agent permissions depending on your account setup. The key grants read and write access to tickets, assets, and other service desk objects, so treat it like a password and store it in Switchy's encrypted credential vault.
Can the MCP create new tickets or just read them?
It can do both. The Freshservice API supports creating tickets, updating fields, adding notes, and changing status. If your use case is read-only reporting, you can restrict the API key's scope in Freshservice before connecting it to Switchy, though most teams leave full access enabled for flexibility.
Why use this instead of the Freshservice web UI?
Speed and context. Instead of logging into Freshservice, filtering views, and copying data into a doc, you ask Switchy 'summarize this week's hardware requests' and get an answer in seconds. The MCP also lets AI agents cross-reference Freshservice data with Slack threads or GitHub issues in the same workspace.
Who on the team should connect the Freshservice MCP?
Whoever manages your Freshservice account and can generate API keys. Once connected, all Switchy workspace members can query Freshservice data through AI chats. The connection itself doesn't count as a seat in Freshservice or consume extra API quota beyond normal usage.