Helpdesk Automation

# HelpDesk Automation via Rube MCP

Automate HelpDesk ticketing operations through Composio's HelpDesk toolkit via Rube MCP.

Prerequisites

- Rube MCP must be connected (RUBE_SEARCH_TOOLS available)

- Active HelpDesk connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `helpdesk`

- 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 `helpdesk`

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

4. Confirm connection status shows ACTIVE before running any workflows

Core Workflows

1. List and Browse Tickets

**When to use**: User wants to retrieve, browse, or paginate through support tickets

**Tool sequence**:

1. `HELPDESK_LIST_TICKETS` - List tickets with sorting and pagination [Required]

**Key parameters**:

- `silo`: Ticket folder - 'tickets', 'archive', 'trash', or 'spam' (default: 'tickets')

- `sortBy`: Sort field - 'createdAt', 'updatedAt', or 'lastMessageAt' (default: 'createdAt')

- `order`: Sort direction - 'asc' or 'desc' (default: 'desc')

- `pageSize`: Results per page, 1-100 (default: 20)

- `next.value`: Timestamp cursor for forward pagination

- `next.ID`: ID cursor for forward pagination

- `prev.value`: Timestamp cursor for backward pagination

- `prev.ID`: ID cursor for backward pagination

**Pitfalls**:

- Pagination uses cursor-based approach with timestamp + ID pairs

- Forward pagination requires both `next.value` and `next.ID` from previous response

- Backward pagination requires both `prev.value` and `prev.ID`

- `silo` determines which folder to list from; default is active tickets

- `pageSize` max is 100; default is 20

- Archived and trashed tickets are in separate silos

2. Manage Ticket Views

**When to use**: User wants to see saved agent views for organizing tickets

**Tool sequence**:

1. `HELPDESK_LIST_VIEWS` - List all agent views [Required]

**Key parameters**: (none required)

**Pitfalls**:

- Views are predefined saved filters configured by agents in the HelpDesk UI

- View definitions include filter criteria that can be used to understand ticket organization

- Views cannot be created or modified via API; they are managed in the HelpDesk UI

3. Use Canned Responses

**When to use**: User wants to list available canned (template) responses for tickets

**Tool sequence**:

1. `HELPDESK_LIST_CANNED_RESPONSES` - Retrieve all predefined reply templates [Required]

**Key parameters**: (none required)

**Pitfalls**:

- Canned responses are predefined templates for common replies

- They may include placeholder variables that need to be filled in

- Canned responses are managed through the HelpDesk UI

- Response content may include HTML formatting

4. Inspect Custom Fields

**When to use**: User wants to view custom field definitions for the account

**Tool sequence**:

1. `HELPDESK_LIST_CUSTOM_FIELDS` - List all custom field definitions [Required]

**Key parameters**: (none required)

**Pitfalls**:

- Custom fields extend the default ticket schema with organization-specific data

- Field definitions include field type, name, and validation rules

- Custom fields are configured in the HelpDesk admin panel

- Field values appear on tickets when the field has been populated

Common Patterns

Ticket Browsing Pattern

1. Call HELPDESK_LIST_TICKETS with desired silo and sortBy
2. Process the returned page of tickets
3. Extract next.value and next.ID from the response
4. Call HELPDESK_LIST_TICKETS with those cursor values for next page
5. Continue until no more cursor values are returned

Ticket Folder Navigation

Active tickets:  silo='tickets'
Archived:        silo='archive'
Trashed:         silo='trash'
Spam:            silo='spam'

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