Freshservice Automation via Rube MCP

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

Toolkit docs: composio.dev/toolkits/freshservice

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

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