Freshservice Automation via Rube MCP

Automate Freshservice IT Service Management operations through Composio's Freshservice toolkit via Rube MCP.

Prerequisites

Rube MCP must be connected (RUBE_SEARCH_TOOLS available)
Active Freshservice connection via
```
RUBE_MANAGE_CONNECTIONS
```
with toolkit
```
freshservice
```
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
```
freshservice
```
If connection is not ACTIVE, follow the returned auth link to complete Freshservice authentication
Confirm connection status shows ACTIVE before running any workflows

Core Workflows

1. List and Search Tickets

When to use: User wants to find, list, or search for tickets

Tool sequence:

```
FRESHSERVICE_LIST_TICKETS
```
- List tickets with optional filtering and pagination [Required]
```
FRESHSERVICE_GET_TICKET
```
- Get detailed information for a specific ticket [Optional]

Key parameters for listing:

```
filter
```
: Predefined filter ('all_tickets', 'deleted', 'spam', 'watching')
```
updated_since
```
: ISO 8601 timestamp to get tickets updated after this time
```
order_by
```
: Sort field ('created_at', 'updated_at', 'status', 'priority')
```
order_type
```
: Sort direction ('asc' or 'desc')
```
page
```
: Page number (1-indexed)
```
per_page
```
: Results per page (1-100, default 30)
```
include
```
: Additional fields ('requester', 'stats', 'description', 'conversations', 'assets')

Key parameters for get:

```
ticket_id
```
: Unique ticket ID or display_id
```
include
```
: Additional fields to include

Pitfalls:

By default, only tickets created within the past 30 days are returned
Use
```
updated_since
```
to retrieve older tickets
Each
```
include
```
value consumes additional API credits
```
page
```
is 1-indexed; minimum value is 1
```
per_page
```
max is 100; default is 30
Ticket IDs can be the internal ID or the display_id shown in the UI

2. Create a Ticket

When to use: User wants to log a new incident or request

Tool sequence:

```
FRESHSERVICE_CREATE_TICKET
```
- Create a new ticket [Required]

Key parameters:

```
subject
```
: Ticket subject line (required)
```
description
```
: HTML description of the ticket (required)
```
status
```
: Ticket status - 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed) (required)
```
priority
```
: Ticket priority - 1 (Low), 2 (Medium), 3 (High), 4 (Urgent) (required)
```
email
```
: Requester's email address (provide either email or requester_id)
```
requester_id
```
: User ID of the requester
```
type
```
: Ticket type ('Incident' or 'Service Request')
```
source
```
: Channel - 1 (Email), 2 (Portal), 3 (Phone), 4 (Chat), 5 (Twitter), 6 (Facebook)
```
impact
```
: Impact level - 1 (Low), 2 (Medium), 3 (High)
```
urgency
```
: Urgency level - 1 (Low), 2 (Medium), 3 (High), 4 (Critical)

Pitfalls:

```
subject
```
,
```
description
```
,
```
status
```
, and
```
priority
```
are all required
Either
```
email
```
or
```
requester_id
```
must be provided to identify the requester
Status and priority use numeric codes, not string names
Description supports HTML formatting
If email does not match an existing contact, a new contact is created

3. Bulk Update Tickets

When to use: User wants to update multiple tickets at once

Tool sequence:

```
FRESHSERVICE_LIST_TICKETS
```
- Find tickets to update [Prerequisite]
```
FRESHSERVICE_BULK_UPDATE_TICKETS
```
- Update multiple tickets [Required]

Key parameters:

```
ids
```
: Array of ticket IDs to update (required)
```
update_fields
```
: Dictionary of fields to update (required)
- Allowed keys: 'subject', 'description', 'status', 'priority', 'responder_id', 'group_id', 'type', 'tags', 'custom_fields'

Pitfalls:

Bulk update performs sequential updates internally; large batches may take time
All specified tickets receive the same field updates
If one ticket update fails, others may still succeed; check response for individual results
Cannot selectively update different fields per ticket in a single call
Custom fields must use their internal field names, not display names

4. Create Ticket via Outbound Email

When to use: User wants to create a ticket by sending an outbound email notification

Tool sequence:

```
FRESHSERVICE_CREATE_TICKET_OUTBOUND_EMAIL
```
- Create ticket with email notification [Required]

Key parameters:

```
email
```
: Requester's email address (required)
```
subject
```
: Email subject / ticket subject (required)
```
description
```
: HTML email body content
```
status
```
: Ticket status (2=Open, 3=Pending, 4=Resolved, 5=Closed)
```
priority
```
: Ticket priority (1=Low, 2=Medium, 3=High, 4=Urgent)
```
cc_emails
```
: Array of CC email addresses
```
email_config_id
```
: Email configuration ID for the sender address
```
name
```
: Requester name

Pitfalls:

This creates a standard ticket via the /api/v2/tickets endpoint while sending an email
If the email does not match an existing contact, a new contact is created with the provided name
```
email_config_id
```
determines which email address the notification appears to come from

5. Create Service Requests

When to use: User wants to submit a service catalog request

Tool sequence:

```
FRESHSERVICE_CREATE_SERVICE_REQUEST
```
- Create a service request for a catalog item [Required]

Key parameters:

```
item_display_id
```
: Display ID of the catalog item (required)
```
email
```
: Requester's email address
```
quantity
```
: Number of items to request (default: 1)
```
custom_fields
```
: Custom field values for the service item form
```
parent_ticket_id
```
: Display ID of a parent ticket (for child requests)

Pitfalls:

```
item_display_id
```
can be found in Admin > Service Catalog > item URL (e.g., /service_catalog/items/1)
Custom fields keys must match the service item form field names
Quantity defaults to 1 if not specified
Service requests follow the approval workflow defined for the catalog item

Common Patterns

Status Code Reference

Code	Status
2	Open
3	Pending
4	Resolved
5	Closed

Priority Code Reference

Code	Priority
1	Low
2	Medium
3	High
4	Urgent

Pagination

Use
```
page
```
(1-indexed) and
```
per_page
```
(max 100) parameters
Increment
```
page
```
by 1 each request
Continue until returned results count <
```
per_page
```
Default page size is 30

Finding Tickets by Date Range

1. Call FRESHSERVICE_LIST_TICKETS with updated_since='2024-01-01T00:00:00Z'
2. Optionally add order_by='updated_at' and order_type='desc'
3. Paginate through results

Known Pitfalls

Numeric Codes:

Status and priority use numeric values, not strings
Source channel uses numeric codes (1-6)
Impact and urgency use numeric codes (1-3 or 1-4)

Date Filtering:

Default returns only tickets from the last 30 days
Use
```
updated_since
```
parameter for older tickets
Date format is ISO 8601 (e.g., '2024-01-01T00:00:00Z')

Rate Limits:

Freshservice API has per-account rate limits
Each
```
include
```
option consumes additional API credits
Implement backoff on 429 responses

Response Parsing:

Response data may be nested under
```
data
```
or
```
data.data
```
Parse defensively with fallback patterns
Ticket IDs are numeric integers

Quick Reference

Task	Tool Slug	Key Params
List tickets	FRESHSERVICE_LIST_TICKETS	filter, updated_since, page, per_page
Get ticket	FRESHSERVICE_GET_TICKET	ticket_id, include
Create ticket	FRESHSERVICE_CREATE_TICKET	subject, description, status, priority, email
Bulk update	FRESHSERVICE_BULK_UPDATE_TICKETS	ids, update_fields
Outbound email ticket	FRESHSERVICE_CREATE_TICKET_OUTBOUND_EMAIL	email, subject, description
Service request	FRESHSERVICE_CREATE_SERVICE_REQUEST	item_display_id, email, quantity

freshservice-automation

NPX Install

SKILL.md Content

Freshservice Automation via Rube MCP

Prerequisites

Setup

Core Workflows

1. List and Search Tickets

2. Create a Ticket

3. Bulk Update Tickets

4. Create Ticket via Outbound Email

5. Create Service Requests

Common Patterns

Status Code Reference

Priority Code Reference

Pagination

Finding Tickets by Date Range

Known Pitfalls

Quick Reference