# Automate Freshservice Ticket Operations

Freshservice work becomes slow when tickets require repeated manual updates. This skill uses Rube MCP to search, create, update, and route ITSM records.

## Install

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

## Metadata

- Status: approved
- Slug: sickn33-freshservice-automation
- Skillstore revision: r2
- Version status: missing
- Tree hash: 4fc94b9a409d714db6bed17ccad0e7d56860a6f041c2b73b2e958c69b93b3c48
- Author: sickn33
- GitHub username: sickn33
- License: MIT
- Repository: https://github.com/sickn33/antigravity-awesome-skills/tree/main/skills/freshservice-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-freshservice-automation
- Manifest: https://skillstore.pages.dev/api/skills/sickn33-freshservice-automation/manifest

## Capabilities

- Lists Freshservice tickets with filters, sorting, pagination, and optional related data.
- Retrieves detailed information for a specified ticket identifier.
- Creates incident or service request tickets with requester and classification fields.
- Applies the same field changes across multiple selected tickets.
- Creates tickets while sending outbound email notifications.
- Submits service catalog requests with quantities, custom fields, and optional parent tickets.

## Use Cases

- Review an incident queue: List recent high-priority tickets, paginate through results, and retrieve details for selected incidents.
- Standardize ticket updates: Find a defined ticket set and apply one approved status, priority, group, or tag change.
- Submit catalog requests: Create service requests for approved catalog items with requester details and required custom fields.

## Prompt Templates

### List recent tickets

```
List Freshservice tickets updated since [ISO date]. Sort by [field] in [direction] order and return [count] results per page.
```

### Create an incident

```
Create a Freshservice incident for [requester email]. Use subject [subject], description [description], status [status], and priority [priority]. Confirm before creation.
```

### Prepare a bulk update

```
Find tickets matching [criteria]. Preview their identifiers and current values, then ask before changing [fields] to [values].
```

### Create an outbound email ticket

```
Prepare an outbound email ticket for [recipient]. Show the sender configuration, subject, body, status, priority, and CC list before asking for confirmation.
```

## Limitations

- Requires an active Rube MCP connection and authenticated Freshservice access.
- Tool schemas may change, so RUBE\_SEARCH\_TOOLS must be called before each workflow.
- Bulk updates apply identical fields to every selected ticket and may partially succeed.
- Freshservice rate limits, API credits, permissions, and approval workflows still apply.

## Best Practices

- Search for current tool schemas before every workflow and validate required fields.
- Preview identifiers, recipients, and changes before any write operation, then request explicit confirmation.
- Paginate large queries, minimize optional includes, and handle rate limits with backoff.

## Anti Patterns

- Do not update broad ticket sets without reviewing exact identifiers and proposed changes.
- Do not send outbound email before verifying recipients, sender configuration, subject, and body.
- Do not assume numeric status or priority codes match their text labels without validation.

## Security Audit

- Audited at: 2026-07-23T22:48:00.657\+00:00
- Summary: All 67 static findings are false positives caused by Markdown code spans, documented identifiers, code fences, and the expected Rube MCP endpoint. Semantic review found three medium risks involving delegated access, bulk changes, and outbound email without explicit confirmation controls.

## Stats

- Views: 95
- Downloads: 9
- Favorites: 0
- Popularity score: 0