FreeScout MCP Server

An MCP (Model Context Protocol) server for FreeScout helpdesk ticket management and workflow automation. This server provides tools to interact with FreeScout tickets, analyze issues, manage responses, and integrate with Git workflows.

Features

• 🎫 Ticket Management: Fetch, analyze, and update FreeScout tickets
• 🔍 Intelligent Analysis: Automatically analyze tickets to determine issue type, root cause, and solutions
• 💬 Draft Responses: Generate customer replies based on ticket analysis
• 🌳 Git Integration: Create and manage Git worktrees for ticket implementations
• 🔄 Full Workflow Support: Complete ticket-to-PR workflow automation
• 📊 Search Capabilities: Search and filter tickets across your FreeScout instance

Installation

Prerequisites

• Node.js 18 or higher
• FreeScout instance with API access enabled
• Git (for worktree management features)
• GitHub CLI (gh) for GitHub integration (install from https://cli.github.com/)

Quick Start (Recommended)

The easiest way to use this MCP server is with npx:

With Claude Desktop

Add this to your Claude Desktop settings (~/Library/Application Support/Claude/claude_desktop_config.json on macOS):

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

With Cursor IDE

Add this to your Cursor MCP settings:

Method 1: Via Cursor Settings UI

1. Open Cursor Settings (Cmd/Ctrl + ,)
2. Search for "MCP"
3. Click "Edit in settings.json"
4. Add the MCP server configuration

Method 2: Manual Configuration Add this to your Cursor settings.json or create ~/.cursor/mcp.json:

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

That's it! The server will automatically use your current workspace directory for Git operations.

Manual Installation (Alternative)

If you prefer to install and run the server locally:

1. Clone this repository:

git clone https://github.com/verygoodplugins/mcp-freescout.git
cd mcp-freescout

2. Install dependencies:

npm install

3. Build the TypeScript code:

npm run build

4. Configure your MCP client to use the local installation:

{
  "mcpServers": {
    "freescout": {
      "command": "node",
      "args": ["/path/to/mcp-freescout/dist/index.js"],
      "env": {
        "FREESCOUT_URL": "https://your-freescout-domain.com",
        "FREESCOUT_API_KEY": "your-api-key-here",
        "WORKING_DIRECTORY": "/path/to/your/project"
      }
    }
  }
}

Usage with Other MCP Clients

Run the server directly:

npm start

Or in development mode with auto-reload:

npm run dev

Available Tools

Core Ticket Operations

freescout_get_ticket

Fetch a FreeScout ticket with all its details and conversation threads.

Parameters:

• ticket (required): Ticket ID, number, or FreeScout URL
• includeThreads (optional): Include conversation threads (default: true)

Natural Language Examples:

• "Show me ticket #12345"
• "Get the details for FreeScout ticket 34811"
• "Fetch ticket https://support.example.com/conversation/12345"
• "What's in ticket 12345?"
• "Pull up the conversation for ticket #34811"

Example:

{
  "ticket": "12345",
  "includeThreads": true
}

Example: Fetching a FreeScout ticket with conversation threads

freescout_analyze_ticket

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

Parameters:

• ticket (required): Ticket ID, number, or FreeScout URL

Natural Language Examples:

• "Analyze ticket #12345"
• "What kind of issue is ticket 34811?"
• "Can you analyze this ticket and tell me if it's a bug?"
• "Examine ticket #12345 and determine the root cause"
• "Is this ticket a bug or feature request?"

Returns:

• Customer information
• Issue description and classification
• Code snippets and error messages
• Reproducibility status
• Root cause analysis
• Bug vs feature request vs third-party issue determination

Example: Intelligent ticket analysis with issue classification

freescout_add_note

Add an internal note to a ticket for team communication.

Parameters:

• ticket (required): Ticket ID, number, or FreeScout URL
• note (required): The note content
• userId (optional): User ID for the note (defaults to env setting)

Natural Language Examples:

• "Add a note to ticket #12345 saying 'Reproduced on staging'"
• "Leave an internal note on this ticket"
• "Add a team note: 'Customer confirmed fix works'"
• "Note on ticket 34811: 'Escalating to development team'"
• "Add internal documentation to this ticket"

freescout_update_ticket

Update ticket status and/or assignment.

Parameters:

• ticket (required): Ticket ID, number, or FreeScout URL
• status (optional): New status ('active', 'pending', 'closed', 'spam')
• assignTo (optional): User ID to assign the ticket to

Natural Language Examples:

• "Close ticket #12345"
• "Mark ticket 34811 as pending"
• "Assign this ticket to user ID 2"
• "Set ticket status to active"
• "Update ticket #12345 status to closed and assign to user 1"

freescout_create_draft_reply

Create a draft reply in FreeScout that can be edited before sending. This tool lets the LLM generate the reply content and saves it directly to FreeScout as a draft. Automatically converts Markdown formatting to HTML for proper display in FreeScout.

Parameters:

• ticket (required): Ticket ID, number, or FreeScout URL
• replyText (required): The draft reply content (generated by the LLM, supports Markdown formatting)
• userId (optional): User ID creating the draft (defaults to env setting)

Natural Language Examples:

• "Create a draft reply for ticket #12345"
• "Draft a customer response for this ticket"
• "Generate and save a draft reply explaining the fix"
• "Write a draft response to the customer for ticket 34811"
• "Create a draft reply thanking the customer and explaining the solution"

Markdown Support:

• Bold text: **text** or __text__ → text
• Italic text: *text* or _text_ → text
• Code: `code` → code
• Numbered lists: 1. item → proper ordered lists
• Bullet lists: - item or * item → proper unordered lists
• Line breaks: Double newlines create paragraphs, single newlines create line breaks

Workflow:

1. Use freescout_get_ticket_context to get customer info and ticket details
2. Let the LLM craft a personalized reply using Markdown formatting
3. Use freescout_create_draft_reply to save the draft in FreeScout (Markdown automatically converted to HTML)
4. Review and edit the draft in FreeScout before sending

Example: Draft reply workflow with personalized customer response

freescout_get_ticket_context

Get ticket context and customer information to help craft personalized replies.

Parameters:

• ticket (required): Ticket ID, number, or FreeScout URL

Natural Language Examples:

• "Get context for ticket #12345 to write a reply"
• "I need customer info and ticket details for drafting a response"
• "Gather context for this ticket so I can write a personalized reply"
• "Pull customer information and issue details for ticket 34811"
• "Get ticket context to help craft a customer response"

Returns:

• Customer name and email
• Ticket subject and status
• Issue description and analysis
• Recent customer and team messages
• Analysis results (bug vs feature vs third-party issue)

freescout_search_tickets

Search for tickets across your FreeScout instance.

Parameters:

• query (required): Search query
• status (optional): Filter by status ('active', 'pending', 'closed', 'spam', 'all')

Natural Language Examples:

• "Search for tickets containing 'OAuth error'"
• "Find all pending tickets with 'HighLevel' in them"
• "Search for closed tickets about 'plugin conflicts'"
• "Look for tickets from customer 'victor@example.com'"
• "Find all active tickets related to 'authentication'"

Git Workflow Tools

git_create_worktree

Create a Git worktree for isolated ticket implementation.

Parameters:

• ticketId (required): Ticket ID for the worktree
• branchName (optional): Custom branch name (default: fix/freescout-{ticketId})
• baseBranch (optional): Base branch to create from (default: master)

Natural Language Examples:

• "Create a worktree for ticket #12345"
• "Set up a Git worktree to work on this ticket"
• "Create a new branch and worktree for ticket 34811"
• "Make a worktree for fixing this issue"
• "Set up isolated workspace for this ticket"

git_remove_worktree

Remove a Git worktree after work is complete.

Parameters:

• ticketId (required): Ticket ID of the worktree to remove

Natural Language Examples:

• "Remove the worktree for ticket #12345"
• "Clean up the worktree for this ticket"
• "Delete worktree for ticket 34811"
• "Remove the Git worktree after finishing the implementation"
• "Clean up workspace for this ticket"

github_create_pr

Create a GitHub pull request for the current branch. Automatically detects the repository from git remote.

Parameters:

• title (required): PR title
• body (required): PR description/body
• ticketId (optional): FreeScout ticket ID for reference (adds link to PR body)
• branch (optional): Branch name (defaults to current branch)
• baseBranch (optional): Base branch (default: master)
• draft (optional): Create as draft PR (default: false)

Natural Language Examples:

• "Create a PR for this fix"
• "Make a pull request with title 'Fix OAuth validation error'"
• "Create a GitHub PR for ticket #12345"
• "Submit a pull request for this feature"
• "Create a draft PR for the current branch"

Features:

• Auto-detects GitHub repository using GitHub CLI (no configuration needed!)
• Adds FreeScout ticket link to PR body when ticketId is provided
• Supports draft PRs for work in progress
• Uses GitHub CLI (gh) for authentication - no tokens required!
• Requires: gh installed and authenticated (gh auth login)

Workflow Automation

freescout_implement_ticket

workflow automation: analyze ticket, create worktree, and prepare implementation plan.

Parameters:

• ticket (required): Ticket ID, number, or FreeScout URL
• additionalContext (optional): Additional context or implementation suggestions
• autoCreateWorktree (optional): Automatically create Git worktree (default: true)

Natural Language Examples:

• "Start the full implementation workflow for ticket #12345"
• "Please implement a solution to this ticket"
• "Analyze and prepare implementation for this ticket"
• "Run the complete implementation workflow"
• "Prepare this ticket for development with analysis and worktree setup"

Returns:

• Complete ticket analysis
• Customer information
• Issue classification (bug/feature/third-party)
• Implementation plan
• Git worktree details
• Next steps guidance

Workflow Examples

Basic Ticket Analysis

// Analyze a ticket to understand the issue
await mcp.callTool('freescout_analyze_ticket', {
  ticket: '12345'
});

Complete Implementation Workflow

// 1. Start the implementation workflow
const plan = await mcp.callTool('freescout_implement_ticket', {
  ticket: 'https://support.example.com/conversation/12345',
  additionalContext: 'Consider backward compatibility'
});

// 2. After implementing the fix, create a GitHub PR
await mcp.callTool('github_create_pr', {
  title: 'Fix: Validation error in checkout (FreeScout #12345)',
  body: `## Summary
Fixes the validation error reported in the checkout process.

## Changes
- Fixed validation logic in checkout.js
- Added error handling for edge cases

## Testing
- Tested with various input combinations
- All existing tests pass`,
  ticketId: '12345'  // Automatically adds FreeScout link to PR
});

// 3. Get ticket context to craft a personalized reply
const context = await mcp.callTool('freescout_get_ticket_context', {
  ticket: '12345'
});

// 4. Create a draft reply directly in FreeScout (LLM generates the content with Markdown)
await mcp.callTool('freescout_create_draft_reply', {
  ticket: '12345',
  replyText: `Hi ${context.customer.name},

Thank you for working through that validation issue with us! Your detailed report was really helpful.

I've just implemented a fix that addresses the checkout validation error you experienced. The fix includes:

1. **Improved validation logic** in the checkout process
2. **Better error handling** for edge cases  
3. **Additional safeguards** to prevent similar issues

The fix has been submitted for review and will be included in the next plugin update. You'll receive the update through WordPress's automatic update system.

Thanks again for your patience and for helping us improve the plugin!

Best regards,
[Your name]`
});

// 5. Update ticket status and assignment  
await mcp.callTool('freescout_update_ticket', {
  ticket: '12345',
  status: 'active',
  assignTo: 1
});

// 6. Clean up the worktree after PR is created
await mcp.callTool('git_remove_worktree', {
  ticketId: '12345'
});

Draft Reply Workflow

// 1. Get ticket context for personalized reply
const context = await mcp.callTool('freescout_get_ticket_context', {
  ticket: '34811'
});

// 2. Create draft reply in FreeScout (LLM crafts the content)
await mcp.callTool('freescout_create_draft_reply', {
  ticket: '34811',
  replyText: `Hi ${context.customer.name},

Thank you for reporting the HighLevel OAuth authorization issue! Your experience with the EngageBay LiveChat plugin conflict has been really valuable.

Based on what we learned from your case, I've added a new plugin conflict detection system to WP Fusion. In the next update (v3.46.7), users will see:

🔍 **Plugin Conflict Detection**
- Automatic detection of known conflicting plugins  
- Warning messages before HighLevel authorization
- Clear guidance when conflicts are detected

This should prevent the confusion you experienced and help other users avoid similar issues.

The update should be available within the next few weeks. Thanks for your patience and for helping us improve the plugin!

Best regards,
Jack`
});

// The draft is now saved in FreeScout and can be reviewed/edited before sending

Handling Non-Bug Issues

// For third-party issues or feature requests
const reply = await mcp.callTool('freescout_draft_reply', {
  ticket: '12345',
  fixDescription: 'This is a limitation of the Elementor plugin that we cannot override.',
  isExplanatory: true
});

Architecture

Components

1. FreeScout API Client (freescout-api.ts)

   • Handles all API communication with FreeScout
   • Manages authentication and request formatting
   • Provides ticket parsing utilities

2. Ticket Analyzer (ticket-analyzer.ts)

   • Intelligent ticket content analysis
   • Issue classification (bug vs feature vs configuration)
   • Code snippet and error extraction
   • Root cause determination

3. MCP Server (index.ts)

   • Tool registration and request handling
   • Integration with Git for worktree management
   • Response formatting and error handling

Data Flow

User Request → MCP Server → FreeScout API → Ticket Analyzer
                    ↓                             ↓
              Git Operations              Analysis Results
                    ↓                             ↓
              Worktree Management         Customer Reply
                    ↓                             ↓
                Response → User

Development

Running in Development Mode

npm run dev

Running Tests

npm test

Linting

npm run lint

Building for Production

npm run build

Configuration

Required Environment Variables

Variable	Description	Example
FREESCOUT_URL	Your FreeScout instance URL	https://support.example.com
FREESCOUT_API_KEY	FreeScout API key	your-api-key-here

Optional Environment Variables

Variable	Description	Default
FREESCOUT_DEFAULT_USER_ID	Default user ID for assignments	1
WORKING_DIRECTORY	Base directory for Git operations	Current working directory¹
GITHUB_REPO	GitHub repository (owner/repo)	Auto-detected using gh²

¹ Note: Automatically uses the current project/workspace directory. Only set this if you need to work on a different directory.

² Note: The server automatically detects the GitHub repository using GitHub CLI (gh). Requires gh to be installed and authenticated (gh auth login). Only set GITHUB_REPO if you need to override the auto-detection.

Advanced Configuration Example

For more control, you can specify additional environment variables:

{
  "mcpServers": {
    "freescout": {
      "command": "npx @verygoodplugins/mcp-freescout@latest",
      "env": {
        "FREESCOUT_URL": "https://support.example.com",
        "FREESCOUT_API_KEY": "your-api-key",
        "FREESCOUT_DEFAULT_USER_ID": "2",
        "WORKING_DIRECTORY": "/path/to/specific/project",
        "GITHUB_REPO": "owner/repo"
      }
    }
  }
}

FreeScout API Setup

1. Log into your FreeScout instance as an administrator
2. Navigate to Manage → API Keys
3. Create a new API key with appropriate permissions:
   • View conversations
   • Update conversations
   • Create threads (for notes)

Best Practices

Ticket Analysis

• Always analyze tickets before implementing fixes
• Check for third-party limitations before attempting fixes
• Verify reproducibility with team notes

Git Workflow

• Use worktrees for parallel development
• Clean up worktrees after PR creation
• Keep branch names descriptive

Customer Communication

• Generate draft replies for review
• Include fix descriptions in customer communications
• Use explanatory replies for non-bug issues

Troubleshooting

Common Issues

API Connection Errors

• Verify your FreeScout URL includes the protocol (https://)
• Check API key permissions in FreeScout
• Ensure your FreeScout instance has API access enabled

Git Worktree Errors

• Ensure Git is installed and accessible
• Verify the working directory is a Git repository (defaults to current directory)
• Check that the base branch exists
• If needed, explicitly set WORKING_DIRECTORY to your Git repository path

Ticket Parsing Issues

• The server accepts ticket IDs, numbers, and full URLs
• URLs are automatically parsed to extract ticket IDs
• Numeric inputs are treated as ticket IDs

Contributing

Contributions are welcome! Please:

1. Fork the repository
2. Create a feature branch
3. Make your changes with tests
4. Submit a pull request

License

GPL-3.0 License - see LICENSE file for details

Support

For issues, questions, or suggestions:

• Open an issue on GitHub
• Contact the maintainers
• Check the documentation

Roadmap

• Batch ticket operations
• Webhook support for real-time updates
• Template system for common replies
• Integration with CI/CD pipelines
• Advanced search filters
• Ticket metrics and analytics
• Multi-language support for customer replies
• Attachment handling
• Custom field support
• Automated testing integration