HelpDesk Automation via Rube MCP

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

Toolkit docs: composio.dev/toolkits/helpdesk

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

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 helpdesk

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

• Confirm connection status shows ACTIVE before running any workflows

Core Workflows

1. List and Browse Tickets

When to use: User wants to retrieve, browse, or paginate through support tickets

Tool sequence:

• 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:

• 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:

• 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:

• 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

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

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

Quick Reference

Task Tool Slug Key Params

List tickets HELPDESK_LIST_TICKETS silo, sortBy, order, pageSize

List views HELPDESK_LIST_VIEWS (none)

List canned responses HELPDESK_LIST_CANNED_RESPONSES (none)

List custom fields HELPDESK_LIST_CUSTOM_FIELDS (none)

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