Freshdesk Automation

# Freshdesk Automation via Rube MCP

Automate Freshdesk customer support workflows including ticket management, contact and company operations, notes, replies, and ticket search through Composio's Freshdesk toolkit.

Prerequisites

- Rube MCP must be connected (RUBE_SEARCH_TOOLS available)

- Active Freshdesk connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `freshdesk`

- Always call `RUBE_SEARCH_TOOLS` first to get current tool schemas

Setup

**Get Rube MCP**: Add `https://rube.app/mcp` as an MCP server in your client configuration. No API keys needed — just add the endpoint and it works.

1. Verify Rube MCP is available by confirming `RUBE_SEARCH_TOOLS` responds

2. Call `RUBE_MANAGE_CONNECTIONS` with toolkit `freshdesk`

3. If connection is not ACTIVE, follow the returned auth link to complete Freshdesk authentication

4. Confirm connection status shows ACTIVE before running any workflows

Core Workflows

1. Create and Manage Tickets

**When to use**: User wants to create a new support ticket, update an existing ticket, or view ticket details.

**Tool sequence**:

1. `FRESHDESK_SEARCH_CONTACTS` - Find requester by email to get requester_id [Optional]

2. `FRESHDESK_LIST_TICKET_FIELDS` - Check available custom fields and statuses [Optional]

3. `FRESHDESK_CREATE_TICKET` - Create a new ticket with subject, description, requester info [Required]

4. `FRESHDESK_UPDATE_TICKET` - Modify ticket status, priority, assignee, or other fields [Optional]

5. `FRESHDESK_VIEW_TICKET` - Retrieve full ticket details by ID [Optional]

**Key parameters for FRESHDESK_CREATE_TICKET**:

- `subject`: Ticket subject (required)

- `description`: HTML content of the ticket (required)

- `email`: Requester email (at least one requester identifier required)

- `requester_id`: User ID of requester (alternative to email)

- `status`: 2=Open, 3=Pending, 4=Resolved, 5=Closed (default 2)

- `priority`: 1=Low, 2=Medium, 3=High, 4=Urgent (default 1)

- `source`: 1=Email, 2=Portal, 3=Phone, 7=Chat (default 2)

- `responder_id`: Agent ID to assign the ticket to

- `group_id`: Group to assign the ticket to

- `tags`: Array of tag strings

- `custom_fields`: Object with `cf_<field_name>` keys

**Pitfalls**:

- At least one requester identifier is required: `requester_id`, `email`, `phone`, `facebook_id`, `twitter_id`, or `unique_external_id`

- If `phone` is provided without `email`, then `name` becomes mandatory

- `description` supports HTML formatting

- `attachments` field expects multipart/form-data format, not file paths or URLs

- Custom field keys must be prefixed with `cf_` (e.g., `cf_reference_number`)

- Status and priority are integers, not strings

2. Search and Filter Tickets

**When to use**: User wants to find tickets by status, priority, date range, agent, or custom fields.

**Tool sequence**:

1. `FRESHDESK_GET_TICKETS` - List tickets with simple filters (status, priority, agent) [Required]

2. `FRESHDESK_GET_SEARCH` - Advanced ticket search with query syntax [Required]

3. `FRESHDESK_VIEW_TICKET` - Get full details for specific tickets from results [Optional]

4. `FRESHDESK_LIST_TICKET_FIELDS` - Check available fields for search queries [Optional]

**Key parameters for FRESHDESK_GET_TICKETS**:

- `status`: Filter by status integer (2=Open, 3=Pending, 4=Resolved, 5=Closed)

- `priority`: Filter by priority integer (1-4)

- `agent_id`: Filter by assigned agent

- `requester_id`: Filter by requester

- `email`: Filter by requester email

- `created_since`: ISO 8601 timestamp

- `page` / `per_page`: Pagination (default 30 per page)

- `sort_by` / `sort_order`: Sort field and direction

**Key parameters for FRESHDESK_GET_SEARCH**:

- `query`: Query string like `"status:2 AND priority:3"` or `"(created_at:>'2024-01-01' AND tag:'urgent')"`

- `page`: Page number (1-10, max 300 total results)

**Pitfalls**:

- `FRESHDESK_GET_SEARCH` query must be enclosed in double quotes

- Query string limited to 512 characters

- Maximum 10 pages (300 results) from search endpoints

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