Copilot Studio

How to use Freshservice with Copilot Studio

You want Freshservice inside Copilot Studio so it can triage the actionable ticket queue, investigate a wave of related tickets, resolve tickets with existing guidance, and review a requester’s complete history — without you copy-pasting between tabs. Here is the whole setup, once.

Create your Freshservice gateway

The gateway is the thing Copilot Studio connects to, and it is where you decide which Freshservice tools an agent may use. You create it once and every client reuses it.

Create an Arcade account

Sign up and open the dashboard. The free tier is enough to follow this through.
Create an MCP Gateway and select your Freshservice tools

In the dashboard, create a gateway and pick the Freshservice tools you want to expose. The gateway is what your client connects to, and it is where tool access is decided.
Copy your gateway URL

Every client below needs it.
```
https://api.arcade.dev/mcp/<YOUR-GATEWAY-SLUG>
```

Create a Freshservice gateway Opens the gateway builder in your Arcade dashboard.

Connect the gateway to Copilot Studio

Heads up

Needs a Microsoft 365 subscription with access to Copilot Studio, plus an Arcade API key.

Add an MCP tool to your agent

In Copilot Studio, open your agent → Tools → Add a tool → Model Context Protocol → New tool.
Point it at your gateway

Give the server a name and description, put your gateway URL in Server URL, set Authentication to OAuth 2.0 and Type to Dynamic discovery.
Authorize and try it out

Saving redirects you to Arcade to approve access. Then start a conversation and use your Freshservice tools — Arcade authorizes each service just in time.

Full Copilot Studio guide in the docs steps verified 2026-08-13

Try these Freshservice prompts

Copilot Studio can now act on your Freshservice account. Click a prompt to copy it.

Keep ticket conversations and requester details out of contexts that do not need them with scoped access. Pair it with Contextual Access policies to limit the agent to read-only triage and require approval before it can change a ticket or service record.

How to use Freshservice with Copilot Studio

Create your Freshservice gateway

Create an Arcade account

Create an MCP Gateway and select your Freshservice tools

Copy your gateway URL

Connect the gateway to Copilot Studio

Add an MCP tool to your agent

Point it at your gateway

Authorize and try it out

Try these Freshservice prompts

Ready to actually ship your agent?