Merge Unified's Freshdesk integration Merge Agent Handler's Freshdesk MCP server

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Freshdesk

Learn more about Merge Agent Handler

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.

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How to set up Merge Agent Handler

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

Learn more in the official documentation ↗

1{
2  "mcpServers": {
3    "agent-handler": {
4      "url": "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
5      "headers": {
6        "Authorization": "Bearer yMt*****"
7      }
8    }
9  }
10}
11

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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.

Make sure Claude is using the Node v20+.

Learn more in the official documentation ↗

1{
2  "mcpServers": {
3    "agent-handler": {
4      "command": "npx",
5      "args": [
6        "-y",
7        "mcp-remote@latest",
8        "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
9        "--header",
10        "Authorization: Bearer ${AUTH_TOKEN}"
11      ],
12      "env": {
13        "AUTH_TOKEN": "yMt*****"
14      }
15    }
16  }
17}

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Open your Windsurf MCP configuration file and add the server configuration below.
Click on the refresh button in the top right of the Manage MCP server page or in the top right of the chat box in the box icon.

Learn more in the official documentation ↗

1{
2    "mcpServers": {
3      "agent-handler": {
4        "command": "npx",
5        "args": [
6          "-y",
7          "mcp-remote@latest",
8          "https://ah-api.merge.dev/api/v1/tool-packs/<tool-pack-id>/registered-users/<registered-user-id>/mcp",
9          "--header",
10          "Authorization: Bearer ${AUTH_TOKEN}"
11        ],
12        "env": {
13          "AUTH_TOKEN": "<ah-production-access-key>"
14        }
15      }
16    }
17  }

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

You can then add the configuration below and press "start" right under servers. Enter the auth token when prompted.

Learn more in the official documentation ↗

1{
2  "inputs": [
3    {
4      "type": "promptString",
5      "id": "agent-handler-auth",
6      "description": "Agent Handler AUTH_TOKEN", // "yMt*****" when prompt
7      "password": true
8    }
9  ],
10  "servers": {
11    "agent-handler": {
12      "type": "stdio",
13      "command": "npx",
14      "args": [
15        "-y",
16        "mcp-remote@latest",
17        "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
18        "--header",
19        "Authorization: Bearer ${input:agent-handler-auth}"
20      ]
21    }
22  }
23}

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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.

Since Freshdesk doesn’t currently offer an official MCP server, it’s provided by 3rd-party platforms, like Merge Agent Handler.

How can I use the Freshdesk MCP server?

Here are some examples (these apply to any project management MCP servers):

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)

Duplicate detection and linking: When a ticket comes in, search Freshdesk for similar recent tickets, then link/merge duplicates and notify the requester with the canonical ticket ID

SLA guardrails agent: Continuously monitor ticket age/SLA thresholds, then auto-bump priority, reassign, or escalate when a breach is imminent

Post-resolution follow-ups: After a ticket is marked resolved, schedule an automated check-in message, collect feedback, and reopen/escalate if the customer replies negatively

What makes Merge Agent Handler’s Freshdesk MCP server better than alternative Freshdesk MCP servers?

Merge Agent Handler provides the following advantages for its Freshdesk MCP server:

Enterprise-grade security and DLP: Tool inputs and outputs are scanned for sensitive data using default and custom rules, with the ability to block, redact, or mask data

Authentication and credential management: Merge handles user onboarding, authentication flows, and credential storage for connected tools

Real-time observability and auditability: Every tool call is logged with a fully-searchable audit trail for debugging, compliance, and optimization

Evaluation before production: Tools can be validated against expected outcomes using the Evaluation Suite before deployment

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, such as blocking or redacting sensitive fields. These rules apply to all connectors, including Freshdesk.

Here are a few rules you can add:

Block SSNs in Freshdesk ticket creation/updates: If an agent tries to create a ticket or add a comment in Freshdesk and the payload includes SSN pattern (e.g., 123-45-6789), block the tool call so the ticket/note never gets created

Redact credit card numbers in Freshdesk replies: If an agent drafts a Freshdesk public reply that includes a credit card number, allow the tool call but redact the number before the outbound request is sent to Freshdesk

Log (but allow) when PII appears in Freshdesk notes: If an agent adds an internal note in Freshdesk that includes sensitive patterns (phone numbers, addresses, etc.), allow the write but generate a security alert/event so the team can review later

Custom regex for secrets in tickets: Add a custom regex rule to catch common secret formats in Freshdesk ticket bodies, like <code class="blog_inline-code">api_key=...</code>, <code class="blog_inline-code">Bearer ...</code>, or <code class="blog_inline-code">sk-...</code> style tokens, and block or redact when an agent attempts to post them into a ticket

How can I start using Merge Agent Handler’s Freshdesk MCP server?

You can take the following steps:

1. Create a free Agent Handler account and log in.

2. Add the Freshdesk connector to a Tool Pack. Create a Tool Pack for your use case (for example, “Support Triage”), then include Freshdesk and select only the Freshdesk tools you want the agent to be able to call.

3. Create (or select) a Registered User for the end user. Registered users act as the per-user container that tool calls run “on behalf of”.

4. Have the end user link their Freshdesk account. When a Freshdesk tool call requires auth, Agent Handler prompts for credentials so the user links Freshdesk with the right permissions.

5. Use the Agent Handler MCP server for that Tool Pack + Registered User. Your agent runtime connects to the MCP server associated with the Tool Pack and Registered User, then can list and call the Freshdesk tools you enabled.

6. You can set security rules for Freshdesk tool calls. This includes turning on prebuilt rules and adding custom rules (block, redact, or log) that scan Freshdesk tool inputs/outputs for sensitive data.

7. Validate everything via logs. After you start making Freshdesk tool calls, confirm the request/response behavior and any security events in the logs/audit trail.

Can employees use Merge Agent Handler to connect their AI tools to Freshdesk?

Yes, Agent Handler for Employees lets your employees connect Claude, ChatGPT, Microsoft Copilot, Cursor, and other MCP-compatible AI tools to Freshdesk without bypassing IT governance.

Instead of setting up direct connections with personal credentials that IT can't monitor or revoke, each employee authenticates through Agent Handler and gets individual credentials tied to their identity.

IT also provisions access by role or group via SCIM. A support agent, for instance, gets Freshdesk access to manage and resolve tickets, Jira to track escalated bugs, and Slack to coordinate with engineering; while a team lead gets Freshdesk to monitor queue health, Salesforce to review account context for escalations, and Google Sheets to track team performance.

Every tool call an employee's AI makes to Freshdesk is also inspected against your DLP rules and logged to a searchable audit trail, giving security teams full visibility into what data was accessed and by whom.