# Freshdesk Automation > Automate Freshdesk helpdesk operations including tickets, contacts, companies, notes, and replies via Rube MCP (Composio). Always search tools first for current schemas. - Skill: `ranbot-ai/freshdesk-automation` (Agent Skill) - Install (CLI): `npx skillmds add ranbot-ai/freshdesk-automation` - Raw SKILL.md: https://api.skillmd.com/api/skills/ranbot-ai/freshdesk-automation/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: AI & ML - Author: ranbot-ai (https://skillmd.com/u/ranbot-ai) - Updated: 2026-09-08 - Page: https://skillmd.com/skills/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_` 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`: