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

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.

• Verify Rube MCP is available by confirming RUBE_SEARCH_TOOLS responds

• Call RUBE_MANAGE_CONNECTIONS with toolkit freshdesk

• If connection is not ACTIVE, follow the returned auth link to complete Freshdesk authentication

• 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:

• FRESHDESK_SEARCH_CONTACTS

• Find requester by email to get requester_id [Optional]

• FRESHDESK_LIST_TICKET_FIELDS

• Check available custom fields and statuses [Optional]

• FRESHDESK_CREATE_TICKET

• Create a new ticket with subject, description, requester info [Required]

• FRESHDESK_UPDATE_TICKET

• Modify ticket status, priority, assignee, or other fields [Optional]

• 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:

• FRESHDESK_GET_TICKETS

• List tickets with simple filters (status, priority, agent) [Required]

• FRESHDESK_GET_SEARCH

• Advanced ticket search with query syntax [Required]

• FRESHDESK_VIEW_TICKET

• Get full details for specific tickets from results [Optional]

• 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:

• FRESHDESK_VIEW_TICKET

• Verify ticket exists and check current state [Prerequisite]

• FRESHDESK_REPLY_TO_TICKET

• Send a public reply to the requester [Required]

• FRESHDESK_ADD_NOTE_TO_TICKET

• Add a private or public note [Required]

• FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS

• View all messages and notes on a ticket [Optional]

• 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:

• FRESHDESK_SEARCH_CONTACTS

• Search contacts by email, phone, or company [Required]

• FRESHDESK_GET_CONTACTS

• List contacts with filters [Optional]

• FRESHDESK_IMPORT_CONTACT

• Bulk import contacts from CSV [Optional]

• FRESHDESK_SEARCH_COMPANIES

• Search companies by custom fields [Required]

• FRESHDESK_GET_COMPANIES

• List all companies [Optional]

• FRESHDESK_CREATE_COMPANIES

• Create a new company [Optional]

• FRESHDESK_UPDATE_COMPANIES

• Update company details [Optional]

• 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)

Powered by Composio