Freshworks Just Shipped an MCP Gateway Inside Its ITSM Platform. Here's What That Actually Changes. (opens in new tab)

Enterprise ITSM has always been a walled garden — every tool talking to nothing, every workflow requiring a custom integration ticket. Freshworks just put an MCP Gateway inside Freshservice and called it the antidote. The Problem It's Solving IT support has a ghost shift problem. Freshworks pulled telemetry from millions of service interactions and found that 47% of all IT tickets now come in outside standard business hours. Response times in that window run more than an hour slower, with SLA...