# Automate Freshdesk Support Workflows

Manual Freshdesk updates slow support teams and increase data-entry errors. This skill guides ticket, contact, company, note, reply, and search operations through Rube MCP.

## Install

```bash
npx skillstore add sickn33/freshdesk-automation
```

## Metadata

- Status: approved
- Slug: sickn33-freshdesk-automation
- Skillstore revision: r2
- Version status: missing
- Tree hash: 078c4af382112c534b30f76afb06454cc14367bcac33e520e12821c6822f7a9a
- Author: sickn33
- GitHub username: sickn33
- License: MIT
- Repository: https://github.com/sickn33/antigravity-awesome-skills/tree/main/skills/freshdesk-automation
- Ref: 88a8e9a07f4c54ab105c1c41b6267c287146b07b
- Supported tools: Claude, Codex, Claude Code
- Audit status: complete
- Agent install advisory: allowed
- Manual install advisory: allowed
- Artifact signature: available
- Audit attestation: unavailable
- Human verification: not\_verified
- Risk factors: external\_commands, network
- Quality score: 50
- Quality tier: warning
- Public page: https://skillstore.pages.dev/skills/sickn33-freshdesk-automation
- Manifest: https://skillstore.pages.dev/api/skills/sickn33-freshdesk-automation/manifest

## Capabilities

- Create, view, and update Freshdesk tickets with requester, status, priority, assignment, tags, and custom fields.
- List and search tickets by status, priority, requester, assignee, date, tags, and supported custom fields.
- Send public replies, add private or public notes, list conversations, and edit existing notes.
- Search and list contacts, and import contact records from CSV files.
- Search, list, create, and update companies with domains, account details, and supported custom fields.
- Resolve Freshdesk record IDs, apply pagination, and use current schemas discovered through Rube MCP.

## Use Cases

- Manage Daily Ticket Queues: Find assigned tickets, inspect details, update statuses, and prepare accurate customer replies.
- Review Support Operations: Filter tickets by status, priority, date, or assignee to identify workload and escalation needs.
- Maintain Customer Records: Search, import, create, and update contact or company records while preserving Freshdesk field requirements.

## Prompt Templates

### Find Priority Tickets

```
Find open high-priority Freshdesk tickets created since [date]. Show ticket IDs, subjects, requesters, assignees, and statuses. Do not change records.
```

### Create a Support Ticket

```
Prepare a Freshdesk ticket for [requester] with subject [subject], description [description], and priority [priority]. Show all fields and wait for confirmation before creation.
```

### Prepare and Send a Reply

```
Review Freshdesk ticket [ticket ID] and draft a reply addressing [issue]. Show recipients and sender identity, then wait for confirmation before sending.
```

### Plan a Contact and Company Update

```
Find contacts matching [criteria], resolve their companies, and propose [changes]. Report duplicates, affected records, and batch size. Execute only after explicit approval.
```

## Limitations

- The skill requires Rube MCP and an authenticated Freshdesk connection.
- Ticket search returns at most 300 results, and contact search requires exact values.
- Agent names cannot be resolved directly without IDs from ticket responses or administrator configuration.
- Freshdesk data passes through a third-party MCP service, and write operations can affect customers.

## Best Practices

- Call the tool search first and use the current Freshdesk schemas returned by Rube MCP.
- Resolve names and email addresses to record IDs before any write operation.
- Preview targets, recipients, identity overrides, and changes before requesting explicit approval.

## Anti Patterns

- Do not use list-all endpoints when a filtered ticket query can limit customer data exposure.
- Do not send replies, publish notes, import contacts, or update records without reviewing the final scope.
- Do not assume display names, custom-field prefixes, status values, or priority values match Freshdesk IDs.

## Security Audit

- Audited at: 2026-07-23T22:44:11.931\+00:00
- Summary: The 109 command-execution alerts and three reconnaissance alerts are false positives caused by Markdown tool names and ordinary Freshdesk guidance. The external MCP endpoint is a real low-severity dependency, while third-party data access, consequential writes, and sender overrides require safeguards.

## Stats

- Views: 89
- Downloads: 10
- Favorites: 0
- Popularity score: 0