Automate HelpDesk ticketing operations through Composio's HelpDesk toolkit via Rube MCP.
Toolkit docs
:
composio.dev/toolkits/helpdesk
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
2. Process the returned page of tickets
3. Extract next.value and next.ID from the response
4. Call HELPDESK_LIST_TICKETS with those cursor values for next page
5. 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)
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