> This page is for Workforce. > 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