Freshdesk Automation via Rube MCP workflow skill. Use this skill when the user needs Automate Freshdesk helpdesk operations including tickets, contacts, companies, notes, and replies via Rube MCP (Composio). Always search tools first for current schemas and the operator should preserve the upstream workflow, copied support files, and provenance before merging or handing off.
Instrucciones de origen · Vista previa de solo lectura
name
freshdesk-automation
description
Freshdesk Automation via Rube MCP workflow skill. Use this skill when the user needs Automate Freshdesk helpdesk operations including tickets, contacts, companies, notes, and replies via Rube MCP (Composio). Always search tools first for current schemas and the operator should preserve the upstream workflow, copied support files, and provenance before merging or handing off.
This public intake copy packages plugins/antigravity-awesome-skills-claude/skills/freshdesk-automation from https://github.com/sickn33/antigravity-awesome-skills into the native Omni Skills editorial shape without hiding its origin.
Use it when the operator needs the upstream workflow, support files, and repository context to stay intact while the public validator and private enhancer continue their normal downstream flow.
This intake keeps the copied upstream files intact and uses metadata.json plus ORIGIN.md as the provenance anchor for review.
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.
Imported source sections that did not map cleanly to the public headings are still preserved below or in the support files. Notable imported sections: Prerequisites, Common Patterns, Known Pitfalls, Limitations.
When to Use This Skill
Use this section as the trigger filter. It should make the activation boundary explicit before the operator loads files, runs commands, or opens a pull request.
This skill is applicable to execute the workflow or actions described in the overview.
Use when the request clearly matches the imported source intent: Automate Freshdesk helpdesk operations including tickets, contacts, companies, notes, and replies via Rube MCP (Composio). Always search tools first for current schemas.
Use when the operator should preserve upstream workflow detail instead of rewriting the process from scratch.
Use when provenance needs to stay visible in the answer, PR, or review packet.
Use when copied upstream references, examples, or scripts materially improve the answer.
Use when the workflow should remain reviewable in the public intake repo before the private enhancer takes over.
Operating Table
Situation
Start here
Why it matters
First-time use
metadata.json
Confirms repository, branch, commit, and imported path before touching the copied workflow
Provenance review
ORIGIN.md
Gives reviewers a plain-language audit trail for the imported source
Workflow execution
SKILL.md
Starts with the smallest copied file that materially changes execution
Supporting context
SKILL.md
Adds the next most relevant copied source file without loading the entire package
Handoff decision
## Related Skills
Helps the operator switch to a stronger native skill when the task drifts
Workflow
This workflow is intentionally editorial and operational at the same time. It keeps the imported source useful to the operator while still satisfying the public intake standards that feed the downstream enhancer flow.
Verify Rube MCP is available by confirming RUBESEARCHTOOLS responds
Call RUBEMANAGECONNECTIONS 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
FRESHDESKSEARCHCONTACTS - Find requester by email to get requester_id [Optional]
FRESHDESKLISTTICKET_FIELDS - Check available custom fields and statuses [Optional]
FRESHDESKCREATETICKET - Create a new ticket with subject, description, requester info [Required]
Imported Workflow Notes
Imported: 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
Imported: 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)
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
Imported: 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
Examples
Example 1: Ask for the upstream workflow directly
Use @freshdesk-automation to handle <task>. Start from the copied upstream workflow, load only the files that change the outcome, and keep provenance visible in the answer.
Explanation: This is the safest starting point when the operator needs the imported workflow, but not the entire repository.
Example 2: Ask for a provenance-grounded review
Review @freshdesk-automation against metadata.json and ORIGIN.md, then explain which copied upstream files you would load first and why.
Explanation: Use this before review or troubleshooting when you need a precise, auditable explanation of origin and file selection.
Example 3: Narrow the copied support files before execution
Use @freshdesk-automation for <task>. Load only the copied references, examples, or scripts that change the outcome, and name the files explicitly before proceeding.
Explanation: This keeps the skill aligned with progressive disclosure instead of loading the whole copied package by default.
Example 4: Build a reviewer packet
Review @freshdesk-automation using the copied upstream files plus provenance, then summarize any gaps before merge.
Explanation: This is useful when the PR is waiting for human review and you want a repeatable audit packet.
Best Practices
Treat the generated public skill as a reviewable packaging layer around the upstream repository. The goal is to keep provenance explicit and load only the copied source material that materially improves execution.
Keep the imported skill grounded in the upstream repository; do not invent steps that the source material cannot support.
Prefer the smallest useful set of support files so the workflow stays auditable and fast to review.
Keep provenance, source commit, and imported file paths visible in notes and PR descriptions.
Point directly at the copied upstream files that justify the workflow instead of relying on generic review boilerplate.
Treat generated examples as scaffolding; adapt them to the concrete task before execution.
Route to a stronger native skill when architecture, debugging, design, or security concerns become dominant.
Troubleshooting
Problem: The operator skipped the imported context and answered too generically
Symptoms: The result ignores the upstream workflow in plugins/antigravity-awesome-skills-claude/skills/freshdesk-automation, fails to mention provenance, or does not use any copied source files at all.
Solution: Re-open metadata.json, ORIGIN.md, and the most relevant copied upstream files. Load only the files that materially change the answer, then restate the provenance before continuing.
Problem: The imported workflow feels incomplete during review
Symptoms: Reviewers can see the generated SKILL.md, but they cannot quickly tell which references, examples, or scripts matter for the current task.
Solution: Point at the exact copied references, examples, scripts, or assets that justify the path you took. If the gap is still real, record it in the PR instead of hiding it.
Problem: The task drifted into a different specialization
Symptoms: The imported skill starts in the right place, but the work turns into debugging, architecture, design, security, or release orchestration that a native skill handles better.
Solution: Use the related skills section to hand off deliberately. Keep the imported provenance visible so the next skill inherits the right context instead of starting blind.
Related Skills
@00-andruia-consultant-v2 - Use when the work is better handled by that native specialization after this imported skill establishes context.
@10-andruia-skill-smith-v2 - Use when the work is better handled by that native specialization after this imported skill establishes context.
@20-andruia-niche-intelligence-v2 - Use when the work is better handled by that native specialization after this imported skill establishes context.
@2d-games - Use when the work is better handled by that native specialization after this imported skill establishes context.
Additional Resources
Use this support matrix and the linked files below as the operator packet for this imported skill. They should reflect real copied source material, not generic scaffolding.
Resource family
What it gives the reviewer
Example path
references
copied reference notes, guides, or background material from upstream
references/n/a
examples
worked examples or reusable prompts copied from upstream
examples/n/a
scripts
upstream helper scripts that change execution or validation
scripts/n/a
agents
routing or delegation notes that are genuinely part of the imported package
agents/n/a
assets
supporting assets or schemas copied from the source package
assets/n/a
Imported Reference Notes
Imported: 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)
Imported: 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)
Imported: 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)
