helpdesk-automation

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HelpDesk Automation via Rube MCP

通过Rube MCP实现帮助台自动化

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

Toolkit docs: composio.dev/toolkits/helpdesk

通过Composio的帮助台工具包，借助Rube MCP自动化帮助台工单操作。

工具包文档：composio.dev/toolkits/helpdesk

Prerequisites

前提条件

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

必须已连接Rube MCP（需提供RUBE_SEARCH_TOOLS）
通过
```
RUBE_MANAGE_CONNECTIONS
```
并使用
```
helpdesk
```
工具包建立有效的HelpDesk连接
请始终先调用
```
RUBE_SEARCH_TOOLS
```
以获取当前工具架构

Setup

设置步骤

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

获取Rube MCP：在客户端配置中添加

https://rube.app/mcp

作为MCP服务器。无需API密钥 — 只需添加端点即可使用。

通过确认
```
RUBE_SEARCH_TOOLS
```
能正常响应，验证Rube MCP是否可用
调用
```
RUBE_MANAGE_CONNECTIONS
```
并指定工具包为
```
helpdesk
```
如果连接状态未显示为ACTIVE，请按照返回的认证链接完成HelpDesk认证
在运行任何工作流之前，确认连接状态已显示为ACTIVE

Core Workflows

核心工作流

1. List and Browse Tickets

1. 列出与浏览工单

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

适用场景：用户需要检索、浏览或分页查看支持工单

工具流程：

```
HELPDESK_LIST_TICKETS
```
- 对工单进行排序和分页列出 [必填]

关键参数：

```
silo
```
: 工单文件夹 - 'tickets'、'archive'、'trash'或'spam'（默认值：'tickets'）
```
sortBy
```
: 排序字段 - 'createdAt'、'updatedAt'或'lastMessageAt'（默认值：'createdAt'）
```
order
```
: 排序方向 - 'asc'或'desc'（默认值：'desc'）
```
pageSize
```
: 每页结果数量，1-100（默认值：20）
```
next.value
```
: 用于向前分页的时间戳游标
```
next.ID
```
: 用于向前分页的ID游标
```
prev.value
```
: 用于向后分页的时间戳游标
```
prev.ID
```
: 用于向后分页的ID游标

注意事项：

分页采用基于游标的方式，需要时间戳+ID组合
向前分页需要上一次响应中的
```
next.value
```
和
```
next.ID
```
向后分页需要上一次响应中的
```
prev.value
```
和
```
prev.ID
```
```
silo
```
指定要列出的文件夹；默认是活跃工单
```
pageSize
```
最大值为100；默认值为20
已归档和已删除的工单存放在单独的silo中

2. Manage Ticket Views

2. 管理工单视图

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

适用场景：用户需要查看已保存的客服视图，用于工单分类

工具流程：

```
HELPDESK_LIST_VIEWS
```
- 列出所有客服视图 [必填]

关键参数：（无必填参数）

注意事项：

视图是客服在HelpDesk UI中配置的预定义保存过滤器
视图定义包含筛选条件，可用于理解工单的分类方式
无法通过API创建或修改视图；需在HelpDesk UI中进行管理

3. Use Canned Responses

3. 使用预设回复

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

适用场景：用户需要查看可用于工单的预设（模板）回复

工具流程：

```
HELPDESK_LIST_CANNED_RESPONSES
```
- 获取所有预定义回复模板 [必填]

关键参数：（无必填参数）

注意事项：

预设回复是用于常见回复的预定义模板
模板中可能包含需要填充的占位符变量
预设回复需通过HelpDesk UI进行管理
回复内容可能包含HTML格式

4. Inspect Custom Fields

4. 查看自定义字段

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

适用场景：用户需要查看账户的自定义字段定义

工具流程：

```
HELPDESK_LIST_CUSTOM_FIELDS
```
- 列出所有自定义字段定义 [必填]

关键参数：（无必填参数）

注意事项：

自定义字段通过组织特定数据扩展默认工单架构
字段定义包含字段类型、名称和验证规则
自定义字段需在HelpDesk管理面板中配置
当字段已填充数据时，字段值会显示在工单上

Common Patterns

常见模式

Ticket Browsing Pattern

工单浏览模式

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

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

工单文件夹导航

Active tickets:  silo='tickets'
Archived:        silo='archive'
Trashed:         silo='trash'
Spam:            silo='spam'

Active tickets:  silo='tickets'
Archived:        silo='archive'
Trashed:         silo='trash'
Spam:            silo='spam'

Cursor-Based Pagination

基于游标的分页

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

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

已知注意事项

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

游标分页：

游标导航同时需要时间戳和ID
游标值为ISO 8601日期时间格式的时间戳
在同一请求中混合使用向前和向后游标会导致未定义行为

Silo筛选：

工单被物理划分到不同的silo（文件夹）中
工单在silo之间的移动需在HelpDesk UI中完成
每个silo的查询是独立的；不支持跨silo搜索

只读操作：

当前Composio工具包仅提供列出/读取操作
工单创建、更新和回复操作可能需要额外工具
请检查RUBE_SEARCH_TOOLS以获取任何新增工具

速率限制：

HelpDesk API针对每个账户设有速率限制
收到429响应时请实现退避机制
请保持合理的页面大小以避免超时

响应解析：

响应数据可能嵌套在
```
data
```
或
```
data.data
```
下
请使用防御性解析并带有 fallback 模式
工单ID为字符串类型

Quick Reference

快速参考

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)

Powered by Composio

任务	工具标识	关键参数
列出工单	HELPDESK_LIST_TICKETS	silo, sortBy, order, pageSize
列出视图	HELPDESK_LIST_VIEWS	（无）
列出预设回复	HELPDESK_LIST_CANNED_RESPONSES	（无）
列出自定义字段	HELPDESK_LIST_CUSTOM_FIELDS	（无）

由Composio提供支持