Freshservice Automation

# Freshservice Automation via Rube MCP

Automate Freshservice IT Service Management operations through Composio's Freshservice toolkit via Rube MCP.

Prerequisites

- Rube MCP must be connected (RUBE_SEARCH_TOOLS available)

- Active Freshservice connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `freshservice`

- 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 `freshservice`

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

4. Confirm connection status shows ACTIVE before running any workflows

Core Workflows

1. List and Search Tickets

**When to use**: User wants to find, list, or search for tickets

**Tool sequence**:

1. `FRESHSERVICE_LIST_TICKETS` - List tickets with optional filtering and pagination [Required]

2. `FRESHSERVICE_GET_TICKET` - Get detailed information for a specific ticket [Optional]

**Key parameters for listing**:

- `filter`: Predefined filter ('all_tickets', 'deleted', 'spam', 'watching')

- `updated_since`: ISO 8601 timestamp to get tickets updated after this time

- `order_by`: Sort field ('created_at', 'updated_at', 'status', 'priority')

- `order_type`: Sort direction ('asc' or 'desc')

- `page`: Page number (1-indexed)

- `per_page`: Results per page (1-100, default 30)

- `include`: Additional fields ('requester', 'stats', 'description', 'conversations', 'assets')

**Key parameters for get**:

- `ticket_id`: Unique ticket ID or display_id

- `include`: Additional fields to include

**Pitfalls**:

- By default, only tickets created within the past 30 days are returned

- Use `updated_since` to retrieve older tickets

- Each `include` value consumes additional API credits

- `page` is 1-indexed; minimum value is 1

- `per_page` max is 100; default is 30

- Ticket IDs can be the internal ID or the display_id shown in the UI

2. Create a Ticket

**When to use**: User wants to log a new incident or request

**Tool sequence**:

1. `FRESHSERVICE_CREATE_TICKET` - Create a new ticket [Required]

**Key parameters**:

- `subject`: Ticket subject line (required)

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

- `status`: Ticket status - 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed) (required)

- `priority`: Ticket priority - 1 (Low), 2 (Medium), 3 (High), 4 (Urgent) (required)

- `email`: Requester's email address (provide either email or requester_id)

- `requester_id`: User ID of the requester

- `type`: Ticket type ('Incident' or 'Service Request')

- `source`: Channel - 1 (Email), 2 (Portal), 3 (Phone), 4 (Chat), 5 (Twitter), 6 (Facebook)

- `impact`: Impact level - 1 (Low), 2 (Medium), 3 (High)

- `urgency`: Urgency level - 1 (Low), 2 (Medium), 3 (High), 4 (Critical)

**Pitfalls**:

- `subject`, `description`, `status`, and `priority` are all required

- Either `email` or `requester_id` must be provided to identify the requester

- Status and priority use numeric codes, not string names

- Description supports HTML formatting

- If email does not match an existing contact, a new contact is created

3. Bulk Update Tickets

**When to use**: User wants to update multiple tickets at once

**Tool sequence**:

1. `FRESHSERVICE_LIST_TICKETS` - Find tickets to update [Prerequisite]

2. `FRESHSERVICE_BULK_UPDATE_TICKETS` - Update multiple tickets [Required]

**Key parameters**:

- `ids`: Array of ticket IDs to update (required)

- `update_fields`: Dictionary of fields to update (required)

- Allowed keys: 'subject', 'description', 'status', 'priority', 'responder_id', 'group_id', 'type', 'tags', 'custom_fields'

**Pitfalls**:

- Bulk update performs sequential updates internally; large batches may take time

- All specified tickets receive the same field updates

- If