> This page is for Agent Handler. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.merge.dev/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.merge.dev/_mcp/server. # Freshservice **Authentication:** OAuth or API key. See [Magic Link](/merge-agent-handler/features/magic-link) for the runtime auth flow, or [Application credentials](/merge-agent-handler/admin-setup/add-oauth-credentials) to bring your own OAuth app. ## Sample use cases * List every change request scheduled for this weekend's maintenance window. * Open an incident for the printer outage in the NYC office and assign to facilities. * Show me service requests open more than 5 days, grouped by department. ## Available Tools #### list\_agents Retrieve a paginated list of all agents in the Freshservice account #### get\_agent Get detailed information about a specific agent by ID #### create\_agent Create a new agent with email, name, role, and group assignments #### update\_agent Update an existing agent's profile, role, or group memberships #### delete\_agent Remove an agent from the Freshservice account #### list\_assets Retrieve a paginated list of IT assets managed in the system #### get\_asset Get detailed information about a specific asset by ID #### create\_asset Create a new IT asset with name, type, and assignment information #### update\_asset Update an existing asset's properties, assignment, or location #### delete\_asset Remove an asset from the asset management system #### list\_asset\_types Retrieve a paginated list of all asset types in the system #### get\_asset\_type Get detailed information about a specific asset type by ID #### list\_changes Retrieve a paginated list of change requests in the system #### get\_change Get detailed information about a specific change request by ID #### create\_change Create a new change request with planning, risk assessment, and scheduling information #### update\_change Update an existing change request's status, schedule, or implementation details #### delete\_change Remove a change request from the system #### list\_problems Retrieve a paginated list of problems tracked in the system #### get\_problem Get detailed information about a specific problem by ID #### create\_problem Create a new problem record with subject, description, and analysis details #### update\_problem Update an existing problem's status, analysis, or resolution information #### delete\_problem Remove a problem record from the system #### list\_releases Retrieve a paginated list of software releases managed in the system #### get\_release Get detailed information about a specific release by ID #### create\_release Create a new release with planning dates, type, and associated changes #### update\_release Update an existing release's schedule, status, or completion details #### delete\_release Remove a release record from the system #### list\_requesters Retrieve a paginated list of all requesters (end users) in the system #### get\_requester Get detailed information about a specific requester by ID #### create\_requester Create a new requester with email, name, and optional contact information #### update\_requester Update an existing requester's profile or contact information #### delete\_requester Remove a requester from the system #### list\_solution\_articles Retrieve a paginated list of solution articles from a specific folder #### get\_solution\_article Get detailed information about a specific solution article by ID #### create\_solution\_article Create a new solution article with title, content, and categorization #### update\_solution\_article Update an existing solution article's content, status, or metadata #### delete\_solution\_article Delete a solution article from the system #### list\_solution\_categories Retrieve a paginated list of solution categories #### get\_solution\_category Get detailed information about a specific solution category by ID #### create\_solution\_category Create a new solution category #### update\_solution\_category Update an existing solution category's properties #### delete\_solution\_category Delete a solution category from the system #### list\_solution\_folders Retrieve a paginated list of solution folders with optional category filtering #### get\_solution\_folder Get detailed information about a specific solution folder by ID #### create\_solution\_folder Create a new solution folder within a category #### update\_solution\_folder Update an existing solution folder's properties #### delete\_solution\_folder Delete a solution folder from the system #### list\_tickets Retrieve a paginated list of tickets from Freshservice with optional filtering #### get\_ticket Get detailed information about a specific ticket by ID #### create\_ticket Create a new service desk ticket with subject, description, and requester information #### update\_ticket Update an existing ticket's properties including status, priority, assignment, or custom fields #### delete\_ticket Delete a ticket permanently from the system #### restore\_ticket Restore a previously deleted ticket back to active status #### list\_ticket\_conversations Retrieve all conversations, notes, and replies associated with a specific ticket #### add\_ticket\_note Add an internal or public note to a ticket with optional email notifications #### reply\_to\_ticket Send a reply to the ticket requester via email with optional CC recipients