FreeScout

You can run a FreeScout MCP Server to interact with FreeScout tickets, analyze issues, and generate draft responses. This server provides tools to fetch tickets, analyze their content, create drafts, update tickets, and search across your FreeScout instance, all with structured outputs and automatic reliability features.

How to use

You will use an MCP client to connect to the FreeScout MCP Server and invoke tools to manage tickets. Typical workflows include analyzing a ticket to understand the issue, retrieving contextual customer information to tailor replies, generating a draft reply, updating ticket status or assignment, and adding internal notes with findings. You can also search tickets across your FreeScout instance with explicit filters and pagination. Each tool returns structured data that you can rely on for further automation or user-facing responses.

How to install

Prerequisites you need before starting: Node.js 18 or higher and a FreeScout instance with API access enabled.

# Quick Start with a ready-to-run MCP server via npx
# This uses the standard MCP server entry point published for the FreeScout integration
npx @verygoodplugins/mcp-freescout@latest

Additional setup and usage notes

If you prefer to configure the client in your development environment, you can set up the MCP server as a stdio process using the following example configurations.

Configuration and startup examples

{
  "mcpServers": {
    "freescout": {
      "command": "npx",
      "args": ["@verygoodplugins/mcp-freescout@latest"],
      "env": {
        "FREESCOUT_URL": "https://your-freescout-domain.com",
        "FREESCOUT_API_KEY": "your-api-key-here"
      }
    }
  }
}

Usage with MCP clients

Once configured, you can call the available tools through your MCP client. Examples of actions you can perform include fetching a ticket, analyzing its content, retrieving customer context, creating a draft reply, updating ticket status or assignee, and searching for tickets with filters. Tools provide structured outputs that include customer information, issue classifications, and recommended actions.

Troubleshooting and tips

If you encounter API connection errors, verify the FreeScout URL uses a secure protocol, confirm the API key has the required permissions, and ensure API access is enabled on your FreeScout instance. The server includes automatic retry logic with exponential backoff to handle transient failures and rate limits.

Tools and workflows overview

The server exposes a set of tools to manage tickets and craft responses. You can fetch details for a ticket, analyze its content to determine issue type and root cause, add internal notes, update the ticket status or assignee, generate draft replies with Markdown-to-HTML conversion, obtain ticket context for personalized responses, search for tickets with advanced filters, and retrieve mailbox information.

Migration notes

If you are upgrading from an older version, prefer explicit, structured search filters, adopt the latest output formats, and rely on the built-in retry logic for reliability. The tools now return typed structuredContent for easier integration.

Best practices

Analyze tickets before attempting any changes, verify reproducibility with team notes, generate draft replies for review, and include clear explanations when addressing non-bug issues. Use the ticket context to personalize customer communications.

Notes on deployment

For long-running deployments, consider pinning the MCP server version in your configuration and monitoring rate limits to avoid automatic backoffs from affecting critical workflows.

Security considerations

Protect your FreeScout API key and URL. Use least-privilege API keys with permissions limited to viewing conversations, updating conversations, and creating notes as required by your automation.

Available tools

freescout_get_ticket

Fetch a FreeScout ticket by ID, number, or URL, including conversation threads if requested.

freescout_analyze_ticket

Analyze a ticket to determine issue type, root cause, and suggested solutions.

freescout_add_note

Add an internal note to a ticket for team communication.

freescout_update_ticket

Update ticket status and/or assignment.

freescout_create_draft_reply

Create and save a draft reply in FreeScout with automatic Markdown-to-HTML conversion.

freescout_get_ticket_context

Get ticket context and customer information to craft personalized replies.

freescout_search_tickets

Search for tickets across your FreeScout instance with advanced filters and pagination.

freescout_get_mailboxes

Retrieve a list of all available mailboxes in your FreeScout instance.