Freshdesk
The Freshdesk connector lets AI agents read, create, update, and manage support tickets and contacts through the Freshdesk REST API. Authentication uses an API key stored encrypted in MCPGate's vault — your Freshdesk credentials are never exposed to the AI client.
Authentication#
Freshdesk uses API key authentication. To connect:
- Sign in to your Freshdesk account
- Click your profile icon in the top right and go to Profile Settings
- Scroll to the Your API Key section and copy the key
- Paste it into the API Key field in MCPGate's connector setup form
Note
Tool reference#
The Freshdesk connector exposes 11 tools: 5 read, 5 write, and 1 delete. Use the MCP Apps page to enable or disable individual tools per app.
| Tool | Category | Description |
|---|---|---|
| freshdesk_list_tickets | read | List Freshdesk support tickets, optionally filtered by status or priority |
| freshdesk_get_ticket | read | Get a specific Freshdesk ticket by ID |
| freshdesk_list_contacts | read | List Freshdesk contacts |
| freshdesk_list_agents | read | List Freshdesk support agents |
| freshdesk_search_tickets | read | Search Freshdesk tickets using a query string |
| freshdesk_create_ticket | write | Create a new Freshdesk support ticket |
| freshdesk_update_ticket | write | Update an existing Freshdesk ticket's status, priority, or assignment |
| freshdesk_reply_ticket | write | Reply to a Freshdesk ticket as an agent |
| freshdesk_create_contact | write | Create a new Freshdesk contact |
| freshdesk_add_note | write | Add a private or public note to a Freshdesk ticket |
| freshdesk_delete_ticket | delete | Delete a Freshdesk ticket permanently |
Permanent deletion
freshdesk_delete_ticketpermanently deletes a ticket and all its associated conversations and notes. This action cannot be undone. Deny this tool in any app that doesn't explicitly require it.Common guardrail recipes#
Read-only access#
Enable only the five read tools (freshdesk_list_tickets, freshdesk_get_ticket, freshdesk_list_contacts, freshdesk_list_agents, freshdesk_search_tickets) and deny all write and delete tools. Suitable for agents that summarise ticket queues without taking action.
Support agent preset#
Use the built-in support preset to allow reads plus ticket creation, updates, replies, and notes while keeping freshdesk_delete_ticket denied. This mirrors the permissions of a typical first-line support agent.
Block high-priority changes#
Apply the block_values guardrail template to freshdesk_create_ticket and freshdesk_update_ticket, targeting the priority field. Set blocked values to urgent so the AI cannot create or escalate tickets to the highest priority without human review.
Troubleshooting#
- 401 Unauthorized — The API key is invalid or has been revoked. Regenerate the key in Freshdesk and reconnect the connector in MCPGate.
- 403 Forbidden on delete — Your Freshdesk role may not have permission to delete tickets. Ensure the account associated with the API key has the required admin privileges.
- Search returns empty results —
freshdesk_search_ticketsuses Freshdesk's filter syntax (e.g.status:2 AND priority:3). Ensure the query uses valid field names and numeric status codes.