{
 "categories": [
  "itsm",
  "helpdesk",
  "enterprise"
 ],
 "deployment": "saas",
 "evidence": [
  {
   "date": "2026-09-09",
   "fact": "homepage",
   "note": "Freshworks presents Freshservice as an AI-powered ITSM and ServiceOps platform for incidents, assets, CMDB, and enterprise service delivery, with public demo and start-for-free links.",
   "source": "https://www.freshworks.com/freshservice/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "vendor",
   "note": "The opened product page identifies the vendor as Freshworks Inc and the product as Freshservice.",
   "source": "https://www.freshworks.com/freshservice/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "deployment",
   "note": "Freshservice is sold as a hosted cloud ITSM product. The opened page does not present a self-host edition.",
   "source": "https://www.freshworks.com/freshservice/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "platforms[0]",
   "note": "The product is used as a browser SaaS console. This pass did not open a first-party agent iOS or Android app page.",
   "source": "https://www.freshworks.com/freshservice/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "license",
   "note": "Pricing publishes paid Starter ($19), Growth ($49), and Pro ($99) per-agent monthly plans plus custom Enterprise. The 14-day trial is unrestricted then requires a paid plan, so the license is commercial.",
   "source": "https://www.freshworks.com/freshservice/pricing/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.exists",
   "note": "Freshworks documents a public v2 REST API for Freshservice, Freshservice for Business Teams, Freshservice for MSPs, and Freshservice IT Asset Management.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.kinds[0]",
   "note": "The v2 APIs are JSON over HTTPS using POST, GET, PUT, and DELETE. Only HTTPS is allowed. Custom CNAMEs are not supported as API hosts.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.auth[0]",
   "note": "Freshservice supports Basic Access Authorization only with a personal API key as the username and any dummy password. Username/password basic auth is deprecated as of 31 May 2023.",
   "source": "https://api.freshservice.com/#authentication",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.coverage",
   "note": "The opened index lists CRUD for tickets, conversations, service requests, problems, changes, releases, assets, agents, requesters, solutions, the service catalog, and onboarding. Plan and FSBT/MSP variations keep coverage partial.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.docs",
   "note": "Opened as the current Service Desk API for Developers, including authentication, rate limits, changelog, and the v2 resource catalog.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.exists",
   "note": "Freshworks documents an official Node.js API SDK for public REST APIs, including partial Freshservice support.",
   "source": "https://developers.freshworks.com/api-sdk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.official",
   "note": "The SDK is published by Freshworks as @freshworks/api-sdk under the MIT license.",
   "source": "https://developers.freshworks.com/api-sdk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.languages[0]",
   "note": "The Freshservice class is imported from @freshworks/api-sdk in Node.js and authenticates with domain plus API key.",
   "source": "https://developers.freshworks.com/api-sdk/freshservice/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.mcp.first_party",
   "note": "Freshworks documents a hosted Freshworks MCP server for Freshservice. Clients connect to a tenant MCP URL such as https://<host>/mcp using OAuth or an API key.",
   "source": "https://support.freshservice.com/support/solutions/articles/50000012678-model-context-protocol-mcp-integration-in-freshservice-eap-",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.mcp.verdict",
   "note": "The vendor article presents the hosted server as official Freshservice MCP, with named Claude, Gemini, Cursor, VS Code, and Copilot Studio setup.",
   "source": "https://support.freshservice.com/support/solutions/articles/50000012678-model-context-protocol-mcp-integration-in-freshservice-eap-",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.extensibility.scripting[0]",
   "note": "Workflow Automator builds event, condition, and action workflows, including Trigger Webhook and in-product ticket or change updates.",
   "source": "https://support.freshservice.com/support/solutions/articles/157143-using-webhooks-with-the-workflow-automator",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.extensibility.webhooks",
   "note": "Automator can POST, PUT, PATCH, GET, or DELETE to an external callback URL with JSON, XML, or XML-encoded bodies. Limits are 1000 webhook calls per hour with retries on failure.",
   "source": "https://support.freshservice.com/support/solutions/articles/157143-using-webhooks-with-the-workflow-automator",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.data_access.export[0]",
   "note": "v2 responses are JSON. The documentation states only JSON is supported in v2.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.data_access.import[0]",
   "note": "Create and update endpoints accept JSON request bodies for tickets, assets, and the other documented resources.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.rpa.ui_stack[0]",
   "note": "The product console is a hosted web application. No UI probe was run.",
   "source": "https://www.freshworks.com/freshservice/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.rpa.drivability",
   "note": "No repeatable UI probe exists. REST, webhook, SDK, and MCP documentation establish non-browser paths; drivability stays unknown.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.computer_use.viability",
   "note": "No computer-use probe artifact was produced. Viability stays unknown.",
   "source": "https://www.freshworks.com/freshservice/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.agent_docs.llms_txt",
   "note": "Opened a real llms.txt that disambiguates Freshservice (internal ITSM) from Freshdesk and links product, pricing, and developer URLs.",
   "source": "https://www.freshworks.com/llms.txt",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.best_path",
   "note": "The v2 REST catalog is the broader control plane. Hosted MCP is official but Enterprise EAP, so API is the best path at the high score.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.api",
   "note": "Documented read/write REST across ITSM objects, API-key auth, pagination, and rate-limit headers. Plan splits, personal-key privilege inheritance, and a partial official SDK keep it at 8.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.mcp",
   "note": "Official hosted MCP with write tools for tickets, assets, catalog, and solutions. Beta/EAP, Enterprise-only, 5000 actions/month. Score 6 as a limited vendor preview.",
   "source": "https://support.freshservice.com/support/solutions/articles/50000012678-model-context-protocol-mcp-integration-in-freshservice-eap-",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.overall",
   "note": "Overall equals the highest assessed path score (API 8).",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[0].url",
   "note": "Opened as the current first-party MCP article, including EAP gates, client setup, and the tool table.",
   "source": "https://support.freshservice.com/support/solutions/articles/50000012678-model-context-protocol-mcp-integration-in-freshservice-eap-",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[1].url",
   "note": "Opened as the current v2 REST catalog and rate-limit policy.",
   "source": "https://api.freshservice.com/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[2].url",
   "note": "Opened as the current authentication section for API-key Basic auth.",
   "source": "https://api.freshservice.com/#authentication",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[3].url",
   "note": "Opened as the current Freshservice plan and pricing page.",
   "source": "https://www.freshworks.com/freshservice/pricing/",
   "tier": "declared"
  }
 ],
 "freshness": {
  "last_verified": "2026-09-09",
  "volatility": "high",
  "watch": [
   {
    "type": "mcp",
    "url": "https://support.freshservice.com/support/solutions/articles/50000012678-model-context-protocol-mcp-integration-in-freshservice-eap-"
   },
   {
    "type": "docs",
    "url": "https://api.freshservice.com/"
   },
   {
    "type": "docs",
    "url": "https://api.freshservice.com/#authentication"
   },
   {
    "type": "docs",
    "url": "https://www.freshworks.com/freshservice/pricing/"
   }
  ]
 },
 "homepage": "https://www.freshworks.com/freshservice/",
 "id": "freshservice",
 "license": "commercial",
 "modalities": {
  "agent_docs": {
   "llms_txt": true
  },
  "api": {
   "auth": [
    "api-key"
   ],
   "coverage": "partial",
   "docs": "https://api.freshservice.com/",
   "exists": true,
   "kinds": [
    "rest"
   ]
  },
  "cli": {
   "exists": "unknown"
  },
  "computer_use": {
   "issues": [],
   "viability": "unknown"
  },
  "data_access": {
   "export": [
    "api-json"
   ],
   "import": [
    "api-json"
   ]
  },
  "extensibility": {
   "scripting": [
    "workflow-automator"
   ],
   "webhooks": true
  },
  "integrations": {
   "make": "unknown",
   "n8n": "unknown",
   "power_automate": "unknown",
   "zapier": "unknown"
  },
  "mcp": {
   "first_party": true,
   "third_party": [],
   "verdict": "official"
  },
  "rpa": {
   "drivability": "unknown",
   "notes": "No repeatable UI probe was run. Freshservice's v2 REST API, Workflow Automator webhooks, official Node SDK, and hosted MCP server cover tickets, assets, and catalog work without browser control.\n",
   "ui_stack": [
    "web-dom"
   ],
   "vendor_support": []
  },
  "sdk": {
   "exists": true,
   "languages": [
    "javascript"
   ],
   "official": true
  }
 },
 "name": "Freshservice",
 "platforms": [
  "web"
 ],
 "related": {
  "alternatives": [
   "servicenow",
   "topdesk",
   "jira"
  ],
  "our_products": []
 },
 "schema_version": 1,
 "score_version": 1,
 "status": "active",
 "vendor": "Freshworks",
 "verdict": {
  "best_path": "api",
  "scores": {
   "api": 8,
   "cli": null,
   "computer_use": null,
   "integrations": null,
   "mcp": 6,
   "overall": 8,
   "rpa": null
  },
  "summary": "Freshservice is automatable today through its v2 REST API at https://{domain}.freshservice.com/api/v2/. The documented interface is JSON over HTTPS with GET, POST, PUT, and DELETE. Callers authenticate with Basic auth using a personal API key as the username and a dummy password. Username and password basic auth was deprecated on 31 May 2023. The opened catalog covers tickets, conversations, service requests, problems, changes, releases, assets, agents, requesters, solutions, the service catalog, and onboarding or offboarding. Coverage is partial because plan editions split those modules and because Freshservice for Business Teams and Freshservice for MSPs vary some endpoints. Minute-level rate limits run from 100 requests on Starter to 500 on Enterprise, with paid add-ons on Pro and Enterprise. Freshworks publishes an official Node SDK (@freshworks/api-sdk) that only partially supports Freshservice. Workflow Automator can POST JSON or XML webhooks when ticket events fire, limited to 1000 calls per hour. A first-party hosted MCP server is documented as Beta Early Access for selected Enterprise customers. It exposes ticket, asset, catalog, solution, workspace, and onboarding tools over a tenant MCP URL, with API-key or OAuth clients including Cursor, Claude, Gemini, VS Code, and Copilot Studio. EAP limits are 100 tool calls per minute and 5000 actions per month. This record is Freshservice ITSM only. Freshdesk is outside the boundary. Zapier, Make, Power Automate, and n8n listings were not opened. An official Freshservice CLI was not established. Computer-use viability is unassessed. API scores 8 and is the best path because it is the full public REST surface. MCP is official but Enterprise-gated preview, so it scores 6.\n"
 }
}