ranbot-ai/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
• Date fields in queries use UTC format YYYY-MM-DD
• Use null keyword to find tickets with empty fields (e.g., "agent_id:null")
• FRESHDESK_LIST_ALL_TICKETS takes no parameters and returns all tickets (use GET_TICKETS for filtering)

3. Reply to and Add Notes on Tickets

When to use: User wants to send a reply to a customer, add internal notes, or view conversation history.

Tool sequence:

1. FRESHDESK_VIEW_TICKET - Verify ticket exists and check current state [Prerequisite]
2. FRESHDESK_REPLY_TO_TICKET - Send a public reply to the requester [Required]
3. FRESHDESK_ADD_NOTE_TO_TICKET - Add a private or public note [Required]
4. FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS - View all messages and notes on a ticket [Optional]
5. FRESHDESK_UPDATE_CONVERSATIONS - Edit an existing note [Optional]

Key parameters for FRESHDESK_REPLY_TO_TICKET:

• ticket_id: Ticket ID (integer, required)
• body: Reply content, supports HTML (required)
• cc_emails / bcc_emails: