How do I reply to a customer conversation using the AI?

You can use the `add_reply` tool. Just provide the Conversation ID and the body of your message, and the agent will send it to the customer via FreeScout.

Can I update the status or assignee of a ticket?

Yes! Use the `update_conversation` tool. You can change the status (active, pending, closed, spam) or provide an `assignee_id` to route the ticket to a specific team member.

Is it possible to add internal notes that the customer won't see?

Absolutely. Use the `add_note` tool to post internal comments on a conversation. These are visible to your team in FreeScout but are never sent to the customer.

FreeScout MCP Connector for Claude

A+

Manage your FreeScout helpdesk — list mailboxes, handle conversations, reply to customers, and manage users directly via AI.

16 tools Official Updated Oct 1, 2026 Official Vinkius Partner

More Details Connect to Claude

Connect your FreeScout helpdesk to any AI agent to streamline your customer support workflows. FreeScout is the leading open-source helpdesk, and this MCP server allows you to interact with it using natural language.

What you can do

Mailbox Management — List and inspect all mailboxes in your installation to organize incoming requests.
Conversation Handling — Create, update, and delete conversations, or list them by mailbox to stay on top of tickets.
Customer Interaction — Send replies directly to customers or add internal notes for team collaboration.
Customer & User Directory — Manage customer profiles and list team members (users) to assign tasks efficiently.
Thread Inspection — View the full history of messages and threads within any conversation for complete context.

How it works

Subscribe to this server
Enter your FreeScout API Key and your instance's Base URL
Start managing tickets and customers from Claude, Cursor, or any MCP-compatible client

Who is this for?

Support Teams — quickly summarize long threads and draft replies without leaving your AI workspace.
Support Managers — monitor mailbox activity and reassign conversations to the right team members.
Developers — integrate support data into your workflow to track bugs and customer feedback directly.

shared-inboxcustomer-serviceopen-sourceemail-managementticketing-system