Freshservice Automation 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

https://rube.app/mcp

1. Verify Rube MCP is available by confirming

   RUBE_SEARCH_TOOLS

   responds
2. Call

   RUBE_MANAGE_CONNECTIONS

   with toolkit

   freshservice

3. If connection is not ACTIVE, follow the returned auth link to complete Freshservice authentication
4. Confirm connection status shows ACTIVE before running any workflows

Core Workflows

1. List and Search Tickets

1. FRESHSERVICE_LIST_TICKETS

   - List tickets with optional filtering and pagination [Required]

2. FRESHSERVICE_GET_TICKET

   - Get detailed information for a specific ticket [Optional]

• 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')

• ticket_id

  : Unique ticket ID or display_id

• include

  : Additional fields to include

• 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

1. FRESHSERVICE_CREATE_TICKET

   - Create a new ticket [Required]

• 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)

• 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

1. FRESHSERVICE_LIST_TICKETS

   - Find tickets to update [Prerequisite]

2. FRESHSERVICE_BULK_UPDATE_TICKETS

   - Update multiple tickets [Required]

• 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'

• 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

1. FRESHSERVICE_CREATE_TICKET_OUTBOUND_EMAIL

   - Create ticket with email notification [Required]

• 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

• 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

1. FRESHSERVICE_CREATE_SERVICE_REQUEST

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

• 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)

• 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

Priority Code Reference

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

• 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)

• 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')

• Freshservice API has per-account rate limits
• Each

  include

  option consumes additional API credits
• Implement backoff on 429 responses

• Response data may be nested under

  data

  or

  data.data

• Parse defensively with fallback patterns
• Ticket IDs are numeric integers

Quick Reference