Freshdesk Automation

1---
2name: freshdesk-automation
3description: "Automate Freshdesk helpdesk operations including tickets, contacts, companies, notes, and replies via Rube MCP (Composio). Always search tools first for current schemas."
4requires:
5  mcp: [rube]
6---
7 
8# Freshdesk Automation via Rube MCP
9 
10Automate Freshdesk customer support workflows including ticket management, contact and company operations, notes, replies, and ticket search through Composio's Freshdesk toolkit.
11 
12## Prerequisites
13 
14- Rube MCP must be connected (RUBE_SEARCH_TOOLS available)
15- Active Freshdesk connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `freshdesk`
16- Always call `RUBE_SEARCH_TOOLS` first to get current tool schemas
17 
18## Setup
19 
20**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.
21 
22 
231. Verify Rube MCP is available by confirming `RUBE_SEARCH_TOOLS` responds
242. Call `RUBE_MANAGE_CONNECTIONS` with toolkit `freshdesk`
253. If connection is not ACTIVE, follow the returned auth link to complete Freshdesk authentication
264. Confirm connection status shows ACTIVE before running any workflows
27 
28## Core Workflows
29 
30### 1. Create and Manage Tickets
31 
32**When to use**: User wants to create a new support ticket, update an existing ticket, or view ticket details.
33 
34**Tool sequence**:
351. `FRESHDESK_SEARCH_CONTACTS` - Find requester by email to get requester_id [Optional]
362. `FRESHDESK_LIST_TICKET_FIELDS` - Check available custom fields and statuses [Optional]
373. `FRESHDESK_CREATE_TICKET` - Create a new ticket with subject, description, requester info [Required]
384. `FRESHDESK_UPDATE_TICKET` - Modify ticket status, priority, assignee, or other fields [Optional]
395. `FRESHDESK_VIEW_TICKET` - Retrieve full ticket details by ID [Optional]
40 
41**Key parameters for FRESHDESK_CREATE_TICKET**:
42- `subject`: Ticket subject (required)
43- `description`: HTML content of the ticket (required)
44- `email`: Requester email (at least one requester identifier required)
45- `requester_id`: User ID of requester (alternative to email)
46- `status`: 2=Open, 3=Pending, 4=Resolved, 5=Closed (default 2)
47- `priority`: 1=Low, 2=Medium, 3=High, 4=Urgent (default 1)
48- `source`: 1=Email, 2=Portal, 3=Phone, 7=Chat (default 2)
49- `responder_id`: Agent ID to assign the ticket to
50- `group_id`: Group to assign the ticket to
51- `tags`: Array of tag strings
52- `custom_fields`: Object with `cf_<field_name>` keys
53 
54**Pitfalls**:
55- At least one requester identifier is required: `requester_id`, `email`, `phone`, `facebook_id`, `twitter_id`, or `unique_external_id`
56- If `phone` is provided without `email`, then `name` becomes mandatory
57- `description` supports HTML formatting
58- `attachments` field expects multipart/form-data format, not file paths or URLs
59- Custom field keys must be prefixed with `cf_` (e.g., `cf_reference_number`)
60- Status and priority are integers, not strings
61 
62### 2. Search and Filter Tickets
63 
64**When to use**: User wants to find tickets by status, priority, date range, agent, or custom fields.
65 
66**Tool sequence**:
671. `FRESHDESK_GET_TICKETS` - List tickets with simple filters (status, priority, agent) [Required]
682. `FRESHDESK_GET_SEARCH` - Advanced ticket search with query syntax [Required]
693. `FRESHDESK_VIEW_TICKET` - Get full details for specific tickets from results [Optional]
704. `FRESHDESK_LIST_TICKET_FIELDS` - Check available fields for search queries [Optional]
71 
72**Key parameters for FRESHDESK_GET_TICKETS**:
73- `status`: Filter by status integer (2=Open, 3=Pending, 4=Resolved, 5=Closed)
74- `priority`: Filter by priority integer (1-4)
75- `agent_id`: Filter by assigned agent
76- `requester_id`: Filter by requester
77- `email`: Filter by requester email
78- `created_since`: ISO 8601 timestamp
79- `page` / `per_page`: Pagination (default 30 per page)
80- `sort_by` / `sort_order`: Sort field and direction
81 
82**Key parameters for FRESHDESK_GET_SEARCH**:
83- `query`: Query string like `"status:2 AND priority:3"` or `"(created_at:>'2024-01-01' AND tag:'urgent')"`
84- `page`: Page number (1-10, max 300 total results)
85 
86**Pitfalls**:
87- `FRESHDESK_GET_SEARCH` query must be enclosed in double quotes
88- Query string limited to 512 characters
89- Maximum 10 pages (300 results) from search endpoints
90- Date fields in queries use UTC format YYYY-MM-DD
91- Use `null` keyword to find tickets with empty fields (e.g., `"agent_id:null"`)
92- `FRESHDESK_LIST_ALL_TICKETS` takes no parameters and returns all tickets (use GET_TICKETS for filtering)
93 
94### 3. Reply to and Add Notes on Tickets
95 
96**When to use**: User wants to send a reply to a customer, add internal notes, or view conversation history.
97 
98**Tool sequence**:
991. `FRESHDESK_VIEW_TICKET` - Verify ticket exists and check current state [Prerequisite]
1002. `FRESHDESK_REPLY_TO_TICKET` - Send a public reply to the requester [Required]
1013. `FRESHDESK_ADD_NOTE_TO_TICKET` - Add a private or public note [Required]
1024. `FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS` - View all messages and notes on a ticket [Optional]
1035. `FRESHDESK_UPDATE_CONVERSATIONS` - Edit an existing note [Optional]
104 
105**Key parameters for FRESHDESK_REPLY_TO_TICKET**:
106- `ticket_id`: Ticket ID (integer, required)
107- `body`: Reply content, supports HTML (required)
108- `cc_emails` / `bcc_emails`: Additional recipients (max 50 total across to/cc/bcc)
109- `from_email`: Override sender email if multiple support emails configured
110- `user_id`: Agent ID to reply on behalf of
111 
112**Key parameters for FRESHDESK_ADD_NOTE_TO_TICKET**:
113- `ticket_id`: Ticket ID (integer, required)
114- `body`: Note content, supports HTML (required)
115- `private`: true for agent-only visibility, false for public (default true)
116- `notify_emails`: Only accepts agent email addresses, not external contacts
117 
118**Pitfalls**:
119- There are two reply tools: `FRESHDESK_REPLY_TO_TICKET` (more features) and `FRESHDESK_REPLY_TICKET` (simpler); both work
120- `FRESHDESK_ADD_NOTE_TO_TICKET` defaults to private (agent-only); set `private: false` for public notes
121- `notify_emails` in notes only accepts agent emails, not customer emails
122- Only notes can be edited via `FRESHDESK_UPDATE_CONVERSATIONS`; incoming replies cannot be edited
123 
124### 4. Manage Contacts and Companies
125 
126**When to use**: User wants to create, search, or manage customer contacts and company records.
127 
128**Tool sequence**:
1291. `FRESHDESK_SEARCH_CONTACTS` - Search contacts by email, phone, or company [Required]
1302. `FRESHDESK_GET_CONTACTS` - List contacts with filters [Optional]
1313. `FRESHDESK_IMPORT_CONTACT` - Bulk import contacts from CSV [Optional]
1324. `FRESHDESK_SEARCH_COMPANIES` - Search companies by custom fields [Required]
1335. `FRESHDESK_GET_COMPANIES` - List all companies [Optional]
1346. `FRESHDESK_CREATE_COMPANIES` - Create a new company [Optional]
1357. `FRESHDESK_UPDATE_COMPANIES` - Update company details [Optional]
1368. `FRESHDESK_LIST_COMPANY_FIELDS` - Check available company fields [Optional]
137 
138**Key parameters for FRESHDESK_SEARCH_CONTACTS**:
139- `query`: Search string like `"email:'user@example.com'"` (required)
140- `page`: Pagination (1-10, max 30 per page)
141 
142**Key parameters for FRESHDESK_CREATE_COMPANIES**:
143- `name`: Company name (required)
144- `domains`: Array of domain strings for auto-association with contacts
145- `health_score`: "Happy", "Doing okay", or "At risk"
146- `account_tier`: "Basic", "Premium", or "Enterprise"
147- `industry`: Standard industry classification
148 
149**Pitfalls**:
150- `FRESHDESK_SEARCH_CONTACTS` requires exact matches; partial/regex searches are not supported
151- `FRESHDESK_SEARCH_COMPANIES` cannot search by standard `name` field; use custom fields or `created_at`
152- Company custom fields do NOT use the `cf_` prefix (unlike ticket custom fields)
153- `domains` on companies enables automatic contact-to-company association by email domain
154- Contact search queries require string values in single quotes inside double-quoted query
155 
156## Common Patterns
157 
158### ID Resolution
159Always resolve display values to IDs before operations:
160- **Requester email -> requester_id**: `FRESHDESK_SEARCH_CONTACTS` with `"email:'user@example.com'"`
161- **Company name -> company_id**: `FRESHDESK_GET_COMPANIES` and match by name (search by name not supported)
162- **Agent name -> agent_id**: Not directly available; use agent_id from ticket responses or admin configuration
163 
164### Pagination
165Freshdesk uses page-based pagination:
166- `FRESHDESK_GET_TICKETS`: `page` (starting at 1) and `per_page` (max 100)
167- `FRESHDESK_GET_SEARCH`: `page` (1-10, 30 results per page, max 300 total)
168- `FRESHDESK_SEARCH_CONTACTS`: `page` (1-10, 30 per page)
169- `FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS`: `page` and `per_page` (max 100)
170 
171## Known Pitfalls
172 
173### ID Formats
174- Ticket IDs, contact IDs, company IDs, agent IDs, and group IDs are all integers
175- There are no string-based IDs in Freshdesk
176 
177### Rate Limits
178- Freshdesk enforces per-account API rate limits based on plan tier
179- Bulk operations should be paced to avoid 429 responses
180- Search endpoints are limited to 300 total results (10 pages of 30)
181 
182### Parameter Quirks
183- Status values: 2=Open, 3=Pending, 4=Resolved, 5=Closed (integers, not strings)
184- Priority values: 1=Low, 2=Medium, 3=High, 4=Urgent (integers, not strings)
185- Source values: 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email
186- Ticket custom fields use `cf_` prefix; company custom fields do NOT
187- `description` in tickets supports HTML formatting
188- Search query strings must be in double quotes with string values in single quotes
189- `FRESHDESK_LIST_ALL_TICKETS` returns all tickets with no filter parameters
190 
191### Response Structure
192- Ticket details include nested objects for requester, assignee, and conversation data
193- Search results are paginated with a maximum of 300 results across 10 pages
194- Conversation lists include both replies and notes in chronological order
195 
196## Quick Reference
197 
198| Task | Tool Slug | Key Params |
199|------|-----------|------------|
200| Create ticket | `FRESHDESK_CREATE_TICKET` | `subject`, `description`, `email`, `priority` |
201| Update ticket | `FRESHDESK_UPDATE_TICKET` | `ticket_id`, `status`, `priority` |
202| View ticket | `FRESHDESK_VIEW_TICKET` | `ticket_id` |
203| List tickets | `FRESHDESK_GET_TICKETS` | `status`, `priority`, `page`, `per_page` |
204| List all tickets | `FRESHDESK_LIST_ALL_TICKETS` | (none) |
205| Search tickets | `FRESHDESK_GET_SEARCH` | `query`, `page` |
206| Reply to ticket | `FRESHDESK_REPLY_TO_TICKET` | `ticket_id`, `body`, `cc_emails` |
207| Reply (simple) | `FRESHDESK_REPLY_TICKET` | `ticket_id`, `body` |
208| Add note | `FRESHDESK_ADD_NOTE_TO_TICKET` | `ticket_id`, `body`, `private` |
209| List conversations | `FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS` | `ticket_id`, `page` |
210| Update note | `FRESHDESK_UPDATE_CONVERSATIONS` | `conversation_id`, `body` |
211| Search contacts | `FRESHDESK_SEARCH_CONTACTS` | `query`, `page` |
212| List contacts | `FRESHDESK_GET_CONTACTS` | `email`, `company_id`, `page` |
213| Import contacts | `FRESHDESK_IMPORT_CONTACT` | `file`, `name_column_index`, `email_column_index` |
214| Create company | `FRESHDESK_CREATE_COMPANIES` | `name`, `domains`, `industry` |
215| Update company | `FRESHDESK_UPDATE_COMPANIES` | `company_id`, `name`, `domains` |
216| Search companies | `FRESHDESK_SEARCH_COMPANIES` | `query`, `page` |
217| List companies | `FRESHDESK_GET_COMPANIES` | `page` |
218| List ticket fields | `FRESHDESK_LIST_TICKET_FIELDS` | (none) |
219| List company fields | `FRESHDESK_LIST_COMPANY_FIELDS` | (none) |
220