Helpdesk Automation

1---
2name: helpdesk-automation
3description: "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."
4requires:
5  mcp: [rube]
6---
7 
8# HelpDesk Automation via Rube MCP
9 
10Automate HelpDesk ticketing operations through Composio's HelpDesk toolkit via Rube MCP.
11 
12## Prerequisites
13 
14- Rube MCP must be connected (RUBE_SEARCH_TOOLS available)
15- Active HelpDesk connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `helpdesk`
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 `helpdesk`
253. If connection is not ACTIVE, follow the returned auth link to complete HelpDesk authentication
264. Confirm connection status shows ACTIVE before running any workflows
27 
28## Core Workflows
29 
30### 1. List and Browse Tickets
31 
32**When to use**: User wants to retrieve, browse, or paginate through support tickets
33 
34**Tool sequence**:
351. `HELPDESK_LIST_TICKETS` - List tickets with sorting and pagination [Required]
36 
37**Key parameters**:
38- `silo`: Ticket folder - 'tickets', 'archive', 'trash', or 'spam' (default: 'tickets')
39- `sortBy`: Sort field - 'createdAt', 'updatedAt', or 'lastMessageAt' (default: 'createdAt')
40- `order`: Sort direction - 'asc' or 'desc' (default: 'desc')
41- `pageSize`: Results per page, 1-100 (default: 20)
42- `next.value`: Timestamp cursor for forward pagination
43- `next.ID`: ID cursor for forward pagination
44- `prev.value`: Timestamp cursor for backward pagination
45- `prev.ID`: ID cursor for backward pagination
46 
47**Pitfalls**:
48- Pagination uses cursor-based approach with timestamp + ID pairs
49- Forward pagination requires both `next.value` and `next.ID` from previous response
50- Backward pagination requires both `prev.value` and `prev.ID`
51- `silo` determines which folder to list from; default is active tickets
52- `pageSize` max is 100; default is 20
53- Archived and trashed tickets are in separate silos
54 
55### 2. Manage Ticket Views
56 
57**When to use**: User wants to see saved agent views for organizing tickets
58 
59**Tool sequence**:
601. `HELPDESK_LIST_VIEWS` - List all agent views [Required]
61 
62**Key parameters**: (none required)
63 
64**Pitfalls**:
65- Views are predefined saved filters configured by agents in the HelpDesk UI
66- View definitions include filter criteria that can be used to understand ticket organization
67- Views cannot be created or modified via API; they are managed in the HelpDesk UI
68 
69### 3. Use Canned Responses
70 
71**When to use**: User wants to list available canned (template) responses for tickets
72 
73**Tool sequence**:
741. `HELPDESK_LIST_CANNED_RESPONSES` - Retrieve all predefined reply templates [Required]
75 
76**Key parameters**: (none required)
77 
78**Pitfalls**:
79- Canned responses are predefined templates for common replies
80- They may include placeholder variables that need to be filled in
81- Canned responses are managed through the HelpDesk UI
82- Response content may include HTML formatting
83 
84### 4. Inspect Custom Fields
85 
86**When to use**: User wants to view custom field definitions for the account
87 
88**Tool sequence**:
891. `HELPDESK_LIST_CUSTOM_FIELDS` - List all custom field definitions [Required]
90 
91**Key parameters**: (none required)
92 
93**Pitfalls**:
94- Custom fields extend the default ticket schema with organization-specific data
95- Field definitions include field type, name, and validation rules
96- Custom fields are configured in the HelpDesk admin panel
97- Field values appear on tickets when the field has been populated
98 
99## Common Patterns
100 
101### Ticket Browsing Pattern
102 
103```
1041. Call HELPDESK_LIST_TICKETS with desired silo and sortBy
1052. Process the returned page of tickets
1063. Extract next.value and next.ID from the response
1074. Call HELPDESK_LIST_TICKETS with those cursor values for next page
1085. Continue until no more cursor values are returned
109```
110 
111### Ticket Folder Navigation
112 
113```
114Active tickets:  silo='tickets'
115Archived:        silo='archive'
116Trashed:         silo='trash'
117Spam:            silo='spam'
118```
119 
120### Cursor-Based Pagination
121 
122```
123Forward pagination:
124  - Use next.value (timestamp) and next.ID from response
125  - Pass as next.value and next.ID parameters in next call
126 
127Backward pagination:
128  - Use prev.value (timestamp) and prev.ID from response
129  - Pass as prev.value and prev.ID parameters in next call
130```
131 
132## Known Pitfalls
133 
134**Cursor Pagination**:
135- Both timestamp and ID are required for cursor navigation
136- Cursor values are timestamps in ISO 8601 date-time format
137- Mixing forward and backward cursors in the same request is undefined behavior
138 
139**Silo Filtering**:
140- Tickets are physically separated into silos (folders)
141- Moving tickets between silos is done in the HelpDesk UI
142- Each silo query is independent; there is no cross-silo search
143 
144**Read-Only Operations**:
145- Current Composio toolkit provides list/read operations
146- Ticket creation, update, and reply operations may require additional tools
147- Check RUBE_SEARCH_TOOLS for any newly available tools
148 
149**Rate Limits**:
150- HelpDesk API has per-account rate limits
151- Implement backoff on 429 responses
152- Keep page sizes reasonable to avoid timeouts
153 
154**Response Parsing**:
155- Response data may be nested under `data` or `data.data`
156- Parse defensively with fallback patterns
157- Ticket IDs are strings
158 
159## Quick Reference
160 
161| Task | Tool Slug | Key Params |
162|------|-----------|------------|
163| List tickets | HELPDESK_LIST_TICKETS | silo, sortBy, order, pageSize |
164| List views | HELPDESK_LIST_VIEWS | (none) |
165| List canned responses | HELPDESK_LIST_CANNED_RESPONSES | (none) |
166| List custom fields | HELPDESK_LIST_CUSTOM_FIELDS | (none) |
167