Helpdesk Automation

HelpDesk Automation via Rube MCP

Overview

This public intake copy packages plugins/antigravity-awesome-skills-claude/skills/helpdesk-automation from https://github.com/sickn33/antigravity-awesome-skills into the native Omni Skills editorial shape without hiding its origin.

Use it when the operator needs the upstream workflow, support files, and repository context to stay intact while the public validator and private enhancer continue their normal downstream flow.

This intake keeps the copied upstream files intact and uses the external_source block in metadata.json plus ORIGIN.md as the provenance anchor for review.

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

Imported source sections that did not map cleanly to the public headings are still preserved below or in the support files. Notable imported sections: Prerequisites, Common Patterns, Known Pitfalls, Limitations.

When to Use This Skill

Use this section as the trigger filter. It should make the activation boundary explicit before the operator loads files, runs commands, or opens a pull request.

• This skill is applicable to execute the workflow or actions described in the overview.
• Use when the request clearly matches the imported source intent: Automate HelpDesk tasks via Rube MCP (Composio): list tickets, manage views, use canned responses, and configure custom fields. Always search tools first for current schemas.
• Use when the operator should preserve upstream workflow detail instead of rewriting the process from scratch.
• Use when provenance needs to stay visible in the answer, PR, or review packet.
• Use when copied upstream references, examples, or scripts materially improve the answer.
• Use when the workflow should remain reviewable in the public intake repo before the private enhancer takes over.

Operating Table

Workflow

This workflow is intentionally editorial and operational at the same time. It keeps the imported source useful to the operator while still satisfying the public intake standards that feed the downstream enhancer flow.

1. Verify Rube MCP is available by confirming RUBESEARCHTOOLS responds
2. Call RUBEMANAGECONNECTIONS 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
5. HELPDESKLISTTICKETS - List tickets with sorting and pagination [Required]
6. silo: Ticket folder - 'tickets', 'archive', 'trash', or 'spam' (default: 'tickets')
7. sortBy: Sort field - 'createdAt', 'updatedAt', or 'lastMessageAt' (default: 'createdAt')

Imported Workflow Notes

Imported: 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

Imported: 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

Imported: 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

Examples

Example 1: Ask for the upstream workflow directly

Use @helpdesk-automation to handle <task>. Start from the copied upstream workflow, load only the files that change the outcome, and keep provenance visible in the answer.

Explanation: This is the safest starting point when the operator needs the imported workflow, but not the entire repository.

Example 2: Ask for a provenance-grounded review

Review @helpdesk-automation against metadata.json and ORIGIN.md, then explain which copied upstream files you would load first and why.

Explanation: Use this before review or troubleshooting when you need a precise, auditable explanation of origin and file selection.

Example 3: Narrow the copied support files before execution

Use @helpdesk-automation for <task>. Load only the copied references, examples, or scripts that change the outcome, and name the files explicitly before proceeding.

Explanation: This keeps the skill aligned with progressive disclosure instead of loading the whole copied package by default.

Example 4: Build a reviewer packet

Review @helpdesk-automation using the copied upstream files plus provenance, then summarize any gaps before merge.

Explanation: This is useful when the PR is waiting for human review and you want a repeatable audit packet.

Best Practices

Treat the generated public skill as a reviewable packaging layer around the upstream repository. The goal is to keep provenance explicit and load only the copied source material that materially improves execution.

• Keep the imported skill grounded in the upstream repository; do not invent steps that the source material cannot support.
• Prefer the smallest useful set of support files so the workflow stays auditable and fast to review.
• Keep provenance, source commit, and imported file paths visible in notes and PR descriptions.
• Point directly at the copied upstream files that justify the workflow instead of relying on generic review boilerplate.
• Treat generated examples as scaffolding; adapt them to the concrete task before execution.
• Route to a stronger native skill when architecture, debugging, design, or security concerns become dominant.

Troubleshooting

Problem: The operator skipped the imported context and answered too generically

Symptoms: The result ignores the upstream workflow in plugins/antigravity-awesome-skills-claude/skills/helpdesk-automation, fails to mention provenance, or does not use any copied source files at all. Solution: Re-open metadata.json, ORIGIN.md, and the most relevant copied upstream files. Check the external_source block first, then restate the provenance before continuing.

Problem: The imported workflow feels incomplete during review

Symptoms: Reviewers can see the generated SKILL.md, but they cannot quickly tell which references, examples, or scripts matter for the current task. Solution: Point at the exact copied references, examples, scripts, or assets that justify the path you took. If the gap is still real, record it in the PR instead of hiding it.

Problem: The task drifted into a different specialization

Symptoms: The imported skill starts in the right place, but the work turns into debugging, architecture, design, security, or release orchestration that a native skill handles better. Solution: Use the related skills section to hand off deliberately. Keep the imported provenance visible so the next skill inherits the right context instead of starting blind.

Related Skills

• @00-andruia-consultant - Use when the work is better handled by that native specialization after this imported skill establishes context.
• @00-andruia-consultant-v2 - Use when the work is better handled by that native specialization after this imported skill establishes context.
• @10-andruia-skill-smith - Use when the work is better handled by that native specialization after this imported skill establishes context.
• @10-andruia-skill-smith-v2 - Use when the work is better handled by that native specialization after this imported skill establishes context.

Additional Resources

Use this support matrix and the linked files below as the operator packet for this imported skill. They should reflect real copied source material, not generic scaffolding.

Imported Reference Notes

Imported: Quick Reference

Imported: 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'

Cursor-Based Pagination

Forward pagination:
  - Use next.value (timestamp) and next.ID from response
  - Pass as next.value and next.ID parameters in next call

Backward pagination:
  - Use prev.value (timestamp) and prev.ID from response
  - Pass as prev.value and prev.ID parameters in next call

Imported: Known Pitfalls

Cursor Pagination:

• Both timestamp and ID are required for cursor navigation
• Cursor values are timestamps in ISO 8601 date-time format
• Mixing forward and backward cursors in the same request is undefined behavior

Silo Filtering:

• Tickets are physically separated into silos (folders)
• Moving tickets between silos is done in the HelpDesk UI
• Each silo query is independent; there is no cross-silo search

Read-Only Operations:

• Current Composio toolkit provides list/read operations
• Ticket creation, update, and reply operations may require additional tools
• Check RUBE_SEARCH_TOOLS for any newly available tools

Rate Limits:

• HelpDesk API has per-account rate limits
• Implement backoff on 429 responses
• Keep page sizes reasonable to avoid timeouts

Response Parsing:

• Response data may be nested under data or data.data
• Parse defensively with fallback patterns
• Ticket IDs are strings

Imported: Limitations

• Use this skill only when the task clearly matches the scope described above.
• Do not treat the output as a substitute for environment-specific validation, testing, or expert review.
• Stop and ask for clarification if required inputs, permissions, safety boundaries, or success criteria are missing.