freshdesk-automation

by davepoon

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SKILL.md About

---
name: freshdesk-automation
description: Automate Freshdesk helpdesk operations including tickets, contacts, companies, notes, and replies via Rube MCP (Composio). Always search tools first for current schemas.
requires:
  mcp: [rube]
category: customer-support
---

# 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.

**Toolkit docs**: [composio.dev/toolkits/freshdesk](https://composio.dev/toolkits/freshdesk)

## 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`: Additional recipients (max 50 total across to/cc/bcc)
- `from_email`: Override sender email if multiple support emails configured
- `user_id`: Agent ID to reply on behalf of

**Key parameters for FRESHDESK_ADD_NOTE_TO_TICKET**:
- `ticket_id`: Ticket ID (integer, required)
- `body`: Note content, supports HTML (required)
- `private`: true for agent-only visibility, false for public (default true)
- `notify_emails`: Only accepts agent email addresses, not external contacts

**Pitfalls**:
- There are two reply tools: `FRESHDESK_REPLY_TO_TICKET` (more features) and `FRESHDESK_REPLY_TICKET` (simpler); both work
- `FRESHDESK_ADD_NOTE_TO_TICKET` defaults to private (agent-only); set `private: false` for public notes
- `notify_emails` in notes only accepts agent emails, not customer emails
- Only notes can be edited via `FRESHDESK_UPDATE_CONVERSATIONS`; incoming replies cannot be edited

### 4. Manage Contacts and Companies

**When to use**: User wants to create, search, or manage customer contacts and company records.

**Tool sequence**:
1. `FRESHDESK_SEARCH_CONTACTS` - Search contacts by email, phone, or company [Required]
2. `FRESHDESK_GET_CONTACTS` - List contacts with filters [Optional]
3. `FRESHDESK_IMPORT_CONTACT` - Bulk import contacts from CSV [Optional]
4. `FRESHDESK_SEARCH_COMPANIES` - Search companies by custom fields [Required]
5. `FRESHDESK_GET_COMPANIES` - List all companies [Optional]
6. `FRESHDESK_CREATE_COMPANIES` - Create a new company [Optional]
7. `FRESHDESK_UPDATE_COMPANIES` - Update company details [Optional]
8. `FRESHDESK_LIST_COMPANY_FIELDS` - Check available company fields [Optional]

**Key parameters for FRESHDESK_SEARCH_CONTACTS**:
- `query`: Search string like `"email:'user@example.com'"` (required)
- `page`: Pagination (1-10, max 30 per page)

**Key parameters for FRESHDESK_CREATE_COMPANIES**:
- `name`: Company name (required)
- `domains`: Array of domain strings for auto-association with contacts
- `health_score`: "Happy", "Doing okay", or "At risk"
- `account_tier`: "Basic", "Premium", or "Enterprise"
- `industry`: Standard industry classification

**Pitfalls**:
- `FRESHDESK_SEARCH_CONTACTS` requires exact matches; partial/regex searches are not supported
- `FRESHDESK_SEARCH_COMPANIES` cannot search by standard `name` field; use custom fields or `created_at`
- Company custom fields do NOT use the `cf_` prefix (unlike ticket custom fields)
- `domains` on companies enables automatic contact-to-company association by email domain
- Contact search queries require string values in single quotes inside double-quoted query

## Common Patterns

### ID Resolution
Always resolve display values to IDs before operations:
- **Requester email -> requester_id**: `FRESHDESK_SEARCH_CONTACTS` with `"email:'user@example.com'"`
- **Company name -> company_id**: `FRESHDESK_GET_COMPANIES` and match by name (search by name not supported)
- **Agent name -> agent_id**: Not directly available; use agent_id from ticket responses or admin configuration

### Pagination
Freshdesk uses page-based pagination:
- `FRESHDESK_GET_TICKETS`: `page` (starting at 1) and `per_page` (max 100)
- `FRESHDESK_GET_SEARCH`: `page` (1-10, 30 results per page, max 300 total)
- `FRESHDESK_SEARCH_CONTACTS`: `page` (1-10, 30 per page)
- `FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS`: `page` and `per_page` (max 100)

## Known Pitfalls

### ID Formats
- Ticket IDs, contact IDs, company IDs, agent IDs, and group IDs are all integers
- There are no string-based IDs in Freshdesk

### Rate Limits
- Freshdesk enforces per-account API rate limits based on plan tier
- Bulk operations should be paced to avoid 429 responses
- Search endpoints are limited to 300 total results (10 pages of 30)

### Parameter Quirks
- Status values: 2=Open, 3=Pending, 4=Resolved, 5=Closed (integers, not strings)
- Priority values: 1=Low, 2=Medium, 3=High, 4=Urgent (integers, not strings)
- Source values: 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email
- Ticket custom fields use `cf_` prefix; company custom fields do NOT
- `description` in tickets supports HTML formatting
- Search query strings must be in double quotes with string values in single quotes
- `FRESHDESK_LIST_ALL_TICKETS` returns all tickets with no filter parameters

### Response Structure
- Ticket details include nested objects for requester, assignee, and conversation data
- Search results are paginated with a maximum of 300 results across 10 pages
- Conversation lists include both replies and notes in chronological order

## Quick Reference

| Task | Tool Slug | Key Params |
|------|-----------|------------|
| Create ticket | `FRESHDESK_CREATE_TICKET` | `subject`, `description`, `email`, `priority` |
| Update ticket | `FRESHDESK_UPDATE_TICKET` | `ticket_id`, `status`, `priority` |
| View ticket | `FRESHDESK_VIEW_TICKET` | `ticket_id` |
| List tickets | `FRESHDESK_GET_TICKETS` | `status`, `priority`, `page`, `per_page` |
| List all tickets | `FRESHDESK_LIST_ALL_TICKETS` | (none) |
| Search tickets | `FRESHDESK_GET_SEARCH` | `query`, `page` |
| Reply to ticket | `FRESHDESK_REPLY_TO_TICKET` | `ticket_id`, `body`, `cc_emails` |
| Reply (simple) | `FRESHDESK_REPLY_TICKET` | `ticket_id`, `body` |
| Add note | `FRESHDESK_ADD_NOTE_TO_TICKET` | `ticket_id`, `body`, `private` |
| List conversations | `FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS` | `ticket_id`, `page` |
| Update note | `FRESHDESK_UPDATE_CONVERSATIONS` | `conversation_id`, `body` |
| Search contacts | `FRESHDESK_SEARCH_CONTACTS` | `query`, `page` |
| List contacts | `FRESHDESK_GET_CONTACTS` | `email`, `company_id`, `page` |
| Import contacts | `FRESHDESK_IMPORT_CONTACT` | `file`, `name_column_index`, `email_column_index` |
| Create company | `FRESHDESK_CREATE_COMPANIES` | `name`, `domains`, `industry` |
| Update company | `FRESHDESK_UPDATE_COMPANIES` | `company_id`, `name`, `domains` |
| Search companies | `FRESHDESK_SEARCH_COMPANIES` | `query`, `page` |
| List companies | `FRESHDESK_GET_COMPANIES` | `page` |
| List ticket fields | `FRESHDESK_LIST_TICKET_FIELDS` | (none) |
| List company fields | `FRESHDESK_LIST_COMPANY_FIELDS` | (none) |