# Connect your AI Agents to Freshdesk in minutes

Merge lets you securely connect your agents to Freshdesk and thousands of tools instantly

Freshdesk

## Available tools

### get_agent
Get a specific Freshdesk agent by ID

### get_current_agent
Get the currently authenticated Freshdesk agent

### list_agents
List all Freshdesk agents with optional filtering by email, phone, or state

### update_agent
Update a Freshdesk agent's signature, ticket scope, groups, or roles

### get_company
Get a specific Freshdesk company by ID

### list_companies
List all Freshdesk companies with pagination

### create_company
Create a new Freshdesk company with name, domains, and other details

### update_company
Update an existing Freshdesk company's name, domains, or other details

### delete_company
Delete a Freshdesk company by ID

### search_companies
Search Freshdesk companies using query string. Supported fields: domain, custom_fields

### get_contact
Get a specific Freshdesk contact by ID

### list_contacts
List Freshdesk contacts with optional filtering by email, phone, company, or state

### create_contact
Create a new Freshdesk contact with name, email, phone, and other details

### update_contact
Update an existing Freshdesk contact's name, email, phone, or other details

### delete_contact
Delete a Freshdesk contact by ID (soft delete)

### search_contacts
Search Freshdesk contacts using query string with filters like email, name, or company_id

### list_conversations
List all conversations (notes and replies) for a Freshdesk ticket

### create_note
Add a private or public note to a Freshdesk ticket

### create_reply
Add a reply to a Freshdesk ticket that is sent to the requester

### get_group
Get a specific Freshdesk group by ID

### list_groups
List all Freshdesk groups with pagination

### create_group
Create a new Freshdesk group with name, agents, and escalation settings

### update_group
Update an existing Freshdesk group's name, agents, or escalation settings

### delete_group
Delete a Freshdesk group by ID

### get_ticket
Get a specific Freshdesk ticket by ID with optional includes for conversations, requester, company, or stats

### list_tickets
List Freshdesk tickets with optional filtering by requester, email, company, status, or date

### create_ticket
Create a new Freshdesk ticket with subject, description, requester email, priority, and status

### update_ticket
Update an existing Freshdesk ticket's subject, description, status, priority, or assignment

### delete_ticket
Delete a Freshdesk ticket by ID

### search_tickets
Search Freshdesk tickets using query string with filters like status, priority, or created_at

### validate_credential
Validate Freshdesk credentials. Verifies credentials during setup.

## How to set up Merge Agent Handler

In an mcp.json file, add the configuration below, and restart Cursor.

```json
{
  "mcpServers": {
    "agent-handler": {
      "url": "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
      "headers": {
        "Authorization": "Bearer yMt*****"
      }
    }
  }
}
```

Open your Claude Desktop configuration file and add the server configuration below. You'll also need to restart the application for the changes to take effect.

```json
{
  "mcpServers": {
    "agent-handler": {
      "command": "npx",
      "args": [
        "-y",
        "mcp-remote@latest",
        "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
        "--header",
        "Authorization: Bearer ${AUTH_TOKEN}"
      ],
      "env": {
        "AUTH_TOKEN": "yMt*****"
      }
    }
  }
}
```

In Command Palette (Cmd+Shift+P on macOS, Ctrl+Shift+P on Windows), run "MCP: Open User Configuration".

```json
{
  "inputs": [
    {
      "type": "promptString",
      "id": "agent-handler-auth",
      "description": "Agent Handler AUTH_TOKEN",
      "password": true
    }
  ],
  "servers": {
    "agent-handler": {
      "type": "stdio",
      "command": "npx",
      "args": [
        "-y",
        "mcp-remote@latest",
        "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
        "--header",
        "Authorization: Bearer ${input:agent-handler-auth}"
      ]
    }
  }
}
```

## FAQs on using Merge's Freshdesk MCP server

### What is a Freshdesk MCP server?
It’s an MCP server that exposes data and functionality from Freshdesk via tools. Your agents can use these tools to edit contacts, update a company’s information, provide a list of Freshdesk agents, and more.

### How can I use the Freshdesk MCP server?
Here are some examples:
- **Ticket triage agent:** Pull new or updated Freshdesk tickets, auto-classify (e.g., bug), and route to the right queue/assignee with the suggested priority
- **Auto-drafting support responses:** For each new ticket, generate a first-draft reply and attach relevant internal context, then save it back to the ticket for a human to review/send
- **Trigger tickets from chatbot conversations:** When a user is chatting with an agent-enabled support bot and the issue needs escalation, have the bot create a Freshdesk ticket automatically with the chat transcript and structured fields (e.g., category)

### What makes Merge Agent Handler’s Freshdesk MCP server better than alternative Freshdesk MCP servers?
Merge Agent Handler provides:
- **Enterprise-grade security and DLP:** Tool inputs and outputs are scanned for sensitive data.
- **Authentication and credential management:** Handles user onboarding and credential storage for connected tools.
- **Real-time observability and auditability:** Every tool call is logged with a fully-searchable audit trail.

### Can I set custom security rules for Freshdesk tool calls in Merge Agent Handler?
Yes, Merge Agent Handler includes a Security Gateway with Data Loss Protection (DLP) that allows you to define custom rules for tool inputs and outputs.

### How can I start using Merge Agent Handler’s Freshdesk MCP server?
1. Create a [free Agent Handler account](https://ah.merge.dev/signup) and log in.
2. Add the Freshdesk connector to a Tool Pack. Create a Tool Pack for your use case.
3. Create (or select) a Registered User for the end user.
4. Have the end user link their Freshdesk account.
5. Use the Agent Handler MCP server for that Tool Pack + Registered User.
6. You can set security rules for Freshdesk tool calls.
7. Validate everything via logs.