Why does a ticket from a few months ago not show up?

List Freshservice Tickets returns only tickets created in the past 30 days by default. Lyro passes updated_since to reach older ones, so if a search comes back empty it is usually the default window rather than a missing ticket.

How does Lyro update many Freshservice tickets at once?

Sequentially. Freshservice has no native bulk endpoint, so Bulk Update Tickets loops through the tickets one update call at a time. That works fine for a scoped set, but a very large batch takes proportionally longer and is worth narrowing with a filter first.

How does Lyro know which service catalog item to request?

It looks it up. Create Service Request needs the catalog item's display_id, the number at the end of its URL in Admin > Service Catalog. Lyro calls List Service Catalog Items to discover the available items and their display_ids rather than relying on a hardcoded value.

Can Lyro manage assets or change Freshservice workflows?

No. This toolkit is scoped to tickets, service requests, form field metadata, and locations. Asset records, agent administration, and automation rules are not exposed, so anything in those areas is handed to a human agent with the conversation history attached.

Freshservice MCP integration

Logs incidents, raises catalog service requests, reads ticket status off the live record, and pushes one field change across a batch.

Connect Freshservice See all integrations

9actions available

Three actions you can hand over today

Every action runs live through MCP. Nothing to build, nothing to maintain.

Create ticket
Lyro creates a ticket in Freshservice mid-conversation. Your team gets a persistent record without leaving the chat interface.
Get freshservice ticket
Lyro retrieves full ticket details from Freshservice by ID. Support agents see the history and context immediately, no system switching needed.
Bulk update tickets
Lyro updates many Freshservice tickets at once. Your team closes or reassigns tickets in bulk instead of one at a time.

See all 9 actions

How businesses use Freshservice + Lyro

Each card is one request a support team gets, and the Freshservice actions Lyro runs to close it.

Tell an employee where their open ticket stands
Lyro filters the ticket list to the requester, opens the matching record for its status, priority, and requester detail, and resolves which site it belongs to when location matters.
List Freshservice TicketsGet Freshservice TicketList Freshservice Locations
Log the incident or raise the request in the same conversation
Lyro creates the ticket in the employee's own wording, or looks up the matching service catalog item and files a v2 service request against its display_id instead.
Create TicketList Service Catalog ItemsCreate Service Request
Push one field change across a batch of tickets
When an outage closes or a priority is reclassified, Lyro selects the affected tickets and applies the same update to all of them, then reads one back to confirm it landed.
Bulk Update TicketsList Freshservice TicketsGet Freshservice Ticket
Check what a problem or release form actually asks for
Lyro retrieves the problem form fields defined for a workspace and the release field definitions, so a submission is validated against the real schema rather than a guessed one.
Get Problem Form Fields by WorkspaceList Release Form FieldsList Freshservice Locations

How it works

Get started in 3 steps

Connect once, then just ask. There is no workflow builder to learn and nothing to maintain — Lyro reads the Freshservice actions it has and picks the ones a request needs.

01
Connect Freshservice
Authorize the Freshservice account your team already uses — one consent screen, no API keys, no mapping tables. Lyro can only do what you granted that account, and you can disconnect it at any time.
02
Tell your agent what you need
Describe the job the way you would hand it to a teammate. Lyro maps it to the Freshservice actions that close it and chains as many as the request needs.
03
Watch it work
The agent runs the actions inside the conversation the customer is already in, so nobody copies data between tabs and your team can take over at any point.
Get started free

Freshservice · Lyro

Everything else about Freshservice

Setup, permissions, and the limits of what Lyro can do inside Freshservice.

List Freshservice Tickets returns only tickets created in the past 30 days by default. Lyro passes updated_since to reach older ones, so if a search comes back empty it is usually the default window rather than a missing ticket.

Every action available in Freshservice

All 9 actions your agent can call on Freshservice, straight from the live MCP connection.

Bulk update tickets
Bulk update multiple Freshservice tickets by sequential update calls.
Create service request
Create a service request for a catalog item in Freshservice using the v2 API.
Create ticket
Create a new ticket.
Get problem form fields by workspace
List problem form fields.
List release form fields
List release form fields metadata.
Get freshservice ticket
Retrieve detailed information about a specific ticket by ID.
List freshservice locations
List all locations in Freshservice.
List service catalog items
List all service catalog items in Freshservice.
List freshservice tickets
List all tickets in Freshservice with optional filtering and pagination.