helpdesk-automation - Agent Skills

HelpDesk Automation via Rube MCP

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

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
Process the returned page of tickets

Extract next.value and next.ID from the response

Call HELPDESK_LIST_TICKETS with those cursor values for next page

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)