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Freshdesk automation MCP server

Freshdesk Automation enables intelligent ticket routing, SLA enforcement, and workflow orchestration without manual intervention. An AI agent with access to Freshdesk Automation can create automation rules, configure dispatcher logic for intelligent assignment, and set up observer rules for monitoring and escalation.

Setting up an MCP server

This article covers the standard steps for creating an MCP server in AI Gateway and connecting it to an AI client. The steps are the same for every integration — application-specific details (API credentials, OAuth endpoints, and scopes) are covered in the individual application pages.

Before you begin​

You'll need:

  • Access to AI Gateway with permission to create MCP servers
  • API credentials for the application you're connecting (see the relevant application page for what to collect)

Create an MCP server​

Find the API in the catalog​

  1. Sign in to AI Gateway and select MCP Servers from the left navigation.
  2. Select New MCP Server.
  3. Search for the application you want to connect, then select it from the catalog.

Configure the server​

  1. Enter a Name for your server — something descriptive that identifies both the application and its purpose (for example, "Zendesk Support — Prod").
  2. Enter a Description so your team knows what the server is for.
  3. Set the Timeout value. 30 seconds works for most APIs; increase to 60 seconds for APIs that return large payloads.
  4. Toggle Production mode on if this server will be used in a live workflow.
  5. Select Next.

Configure authentication​

Enter the authentication details for the application. This varies by service — see the Authentication section of the relevant application page for the specific credentials, OAuth URLs, and scopes to use.

Configure security​

  1. Set any Rate limits appropriate for your use case and the API's own limits.
  2. Enable Logging if you want AI Gateway to record requests and responses for auditing.
  3. Select Next.

Deploy​

Review the summary, then select Deploy. AI Gateway provisions the server and provides a server URL you'll use when configuring your AI client.

Connect to an AI client​

Once your server is deployed, you'll need to add it to the AI client your team uses. Select your client for setup instructions:

Tips​

  • You can create multiple MCP servers for the same application — for example, a read-only server for reporting agents and a read-write server for automation workflows.
  • If you're unsure which OAuth scopes to request, start with the minimum read-only set and add write scopes only when needed. Most application pages include scope recommendations.
  • You can edit a server's name, description, timeout, and security settings after deployment without redeploying.

Authentication​

Freshdesk Automation uses the same API key authentication as the standard Freshdesk server. Get your API key from your Profile Settings in Freshdesk. The API base URL is https://yourcompany.freshdesk.com/api/v2. Send your API key and the literal character 'X' as the password in Basic Authentication. Automation features are available on Garden plan and above.

Available tools​

This MCP server enables creation and management of automation rules, dispatcher configurations, observer rules, and time-based workflows for intelligent ticket handling.

ToolDescription
Create ruleCreate an automation rule with conditions and actions
Get ruleRetrieve rule details including conditions and configured actions
Update ruleModify rule conditions and actions
Delete ruleRemove an automation rule from the system
List rulesRetrieve all automation rules with status
Activate ruleEnable a rule to start processing tickets
Deactivate ruleDisable a rule from processing
Create dispatcherCreate a dispatcher rule for intelligent ticket assignment
Update dispatcherModify dispatcher assignment logic and conditions
Delete dispatcherRemove a dispatcher rule
List dispatchersRetrieve all dispatcher rules
Create observerCreate an observer rule for monitoring and notifications
Update observerModify observer conditions and alert settings
Delete observerRemove an observer rule
List observersRetrieve all observer rules
Create time triggerCreate a scheduled automation action
Update time triggerModify trigger schedule and actions
List time triggersRetrieve all scheduled automation triggers
Delete time triggerRemove a scheduled trigger
Test ruleValidate rule conditions against sample tickets
Get rule historyRetrieve execution history and results

Tips​

Start with simple rules and add complexity gradually — create basic rules first (e.g., "if status = open, assign to group"). Test thoroughly before adding complex conditional logic or multiple actions.

Design rule conditions to be mutually exclusive — if multiple rules match the same ticket, all will execute. Understand the intended execution order to prevent unintended side effects.

Configure round-robin dispatcher rules to distribute tickets evenly among available agents. This prevents single agents from being overwhelmed while others are underutilized.

Set up dispatcher rules that match ticket topics or types to agents with relevant skills — skills-based routing improves first-contact resolution, increases satisfaction, and reduces resolution time.

Schedule time-based triggers for off-peak hours — time-based triggers like SLA reminders can create traffic spikes during high-volume periods. Off-peak scheduling minimizes performance impact.