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 Authentication section on this page.
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 Authentication section on this page for what to collect).
Create an MCP server
Find the app in the catalog
- Sign in to AI Gateway and select App Catalog from the left navigation.
- Search for the application you want to connect, then select it from the catalog.
- Select Create MCP Server to start the wizard.
App Configuration
Confirm the Base URL for the API, then, under Tools, select the endpoints you want to expose. Select Next.
MCP Server Setup
- Enter a Name for your server — something descriptive that identifies both the application and its purpose.
- Enter a Description so your team knows what the server is for.
- Set the log level: choose Production Mode for terser logs, or Non-Production Mode for more verbose logs that can help with debugging.
- Select Next.
Authentication
Enter the authentication details for the application. This varies by service — see the Authentication section on this page for the specific credentials, OAuth URLs, and scopes to use.
Review
Look over the summary of your MCP server configuration, then select Create & 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.
Authentication
Freshdesk Automation uses the same API key authentication as the standard Freshdesk server. Get your API key from your Profile Settings in Freshdesk. Automation features are available on the Garden plan and above.
| Value | Setting |
|---|---|
| Base URL | https://yourcompany.freshdesk.com/api/v2 |
| Auth method | Basic auth — API key as username, X as password |
Available tools
This MCP server enables creation and management of automation rules, dispatcher configurations, observer rules, and time-based workflows for intelligent ticket handling.
| Tool | Description |
|---|---|
| Create rule | Create an automation rule with conditions and actions |
| Get rule | Retrieve rule details including conditions and configured actions |
| Update rule | Modify rule conditions and actions |
| Delete rule | Remove an automation rule from the system |
| List rules | Retrieve all automation rules with status |
| Activate rule | Enable a rule to start processing tickets |
| Deactivate rule | Disable a rule from processing |
| Create dispatcher | Create a dispatcher rule for intelligent ticket assignment |
| Update dispatcher | Modify dispatcher assignment logic and conditions |
| Delete dispatcher | Remove a dispatcher rule |
| List dispatchers | Retrieve all dispatcher rules |
| Create observer | Create an observer rule for monitoring and notifications |
| Update observer | Modify observer conditions and alert settings |
| Delete observer | Remove an observer rule |
| List observers | Retrieve all observer rules |
| Create time trigger | Create a scheduled automation action |
| Update time trigger | Modify trigger schedule and actions |
| List time triggers | Retrieve all scheduled automation triggers |
| Delete time trigger | Remove a scheduled trigger |
| Test rule | Validate rule conditions against sample tickets |
| Get rule history | Retrieve 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.
Cequence AI Gateway