Freshservice Automation

{
  "schema_version": "2.0",
  "meta": {
    "generated_at": "2026-02-25T00:54:42.158Z",
    "slug": "sickn33-freshservice-automation",
    "source_url": "https://github.com/sickn33/antigravity-awesome-skills/tree/main/skills/freshservice-automation",
    "source_ref": "main",
    "model": "claude",
    "analysis_version": "3.0.0",
    "source_type": "community",
    "content_hash": "472966ca8517a884c91bc936fadaa479bfb63ec4d717f2542dc503adba3a8051",
    "tree_hash": "acc2bab976098b476945036dd94abc4deebf03ef52698074741ca17487898d3a"
  },
  "skill": {
    "name": "freshservice-automation",
    "description": "Automate Freshservice ITSM tasks via Rube MCP: create tickets, bulk operations, service requests, and outbound emails",
    "summary": "Automate Freshservice IT ticket management through Composio MCP tools with predefined workflows and best practices",
    "icon": "📦",
    "version": "1.0.1",
    "author": "sickn33",
    "license": "MIT",
    "category": "productivity",
    "tags": [
      "freshservice",
      "itsm",
      "ticket-management",
      "automation",
      "composio"
    ],
    "supported_tools": [
      "claude",
      "codex",
      "claude-code"
    ],
    "risk_factors": [
      "network",
      "external_commands"
    ]
  },
  "security_audit": {
    "risk_level": "safe",
    "is_blocked": false,
    "safe_to_publish": true,
    "summary": "All static analysis findings are false positives. The SKILL.md file is documentation only (no executable code). Backtick patterns are markdown formatting for tool names, not Ruby shell execution. The hardcoded URL is the legitimate Rube MCP server endpoint. Numeric codes are ITSM status/priority values, not cryptographic operations. No security threats identified.",
    "risk_factor_evidence": [
      {
        "factor": "external_commands",
        "evidence": []
      },
      {
        "factor": "network",
        "evidence": [
          {
            "file": "SKILL.md",
            "line_start": 22,
            "line_end": 22
          }
        ]
      }
    ],
    "critical_findings": [],
    "high_findings": [],
    "medium_findings": [],
    "low_findings": [
      {
        "title": "External MCP Server Dependency",
        "description": "Skill requires connection to external MCP server at https://rube.app/mcp for Freshservice API access",
        "locations": [
          {
            "file": "SKILL.md",
            "line_start": 22,
            "line_end": 22
          }
        ],
        "confidence": 0.95,
        "confidence_reasoning": "Documentation explicitly requires external MCP server connection - this is the intended architecture for accessing Freshservice API tools"
      }
    ],
    "dangerous_patterns": [],
    "files_scanned": 1,
    "total_lines": 219,
    "audit_model": "claude",
    "audited_at": "2026-02-25T00:54:42.158Z"
  },
  "content": {
    "user_title": "Automate Freshservice ITSM Ticket Operations",
    "value_statement": "Streamline IT service management by automating Freshservice ticket workflows through AI. Reduce manual ticket handling with predefined patterns for creating, updating, and managing tickets at scale.",
    "seo_keywords": [
      "Claude",
      "Codex",
      "Claude Code",
      "Freshservice automation",
      "ITSM tools",
      "ticket management",
      "Composio MCP",
      "Rube MCP",
      "service desk automation",
      "IT operations"
    ],
    "actual_capabilities": [
      "List and search Freshservice tickets with filters, pagination, and date ranges",
      "Create new tickets with subject, description, status, priority, and requester details",
      "Bulk update multiple tickets with the same field changes",
      "Create tickets via outbound email notifications",
      "Submit service catalog requests with custom form fields",
      "Retrieve detailed ticket information including requester and conversation data"
    ],
    "limitations": [
      "Requires active Rube MCP connection with Freshservice toolkit configured",
      "Status and priority values use numeric codes that must be memorized or referenced",
      "Default ticket listing only returns tickets from the past 30 days without date filters",
      "API rate limits apply per Freshservice account with additional credit costs for included fields"
    ],
    "use_cases": [
      {
        "title": "IT Support Team Lead",
        "description": "Automate daily ticket triage by listing unassigned tickets, bulk updating priorities based on keywords, and creating incident tickets from monitoring alerts",
        "target_user": "IT Support Manager"
      },
      {
        "title": "Service Desk Analyst",
        "description": "Quickly create tickets from email requests, search for related tickets before responding, and update ticket status as work progresses through resolution",
        "target_user": "Help Desk Technician"
      },
      {
        "title": "DevOps Engineer",
        "description": "Integrate infrastructure monitoring with Freshservice by creating automated tickets for alerts and linking service requests to parent incident tickets",
        "target_user": "Site Reliability Engineer"
      }
    ],
    "prompt_templates": [
      {
        "title": "List Recent High Priority Tickets",
        "prompt": "List all Freshservice tickets with high or urgent priority that were updated in the last 7 days. Include requester information and sort by most recently updated first."
      },
      {
        "title": "Create Incident Ticket",
        "prompt": "Create a new Freshservice ticket for a server outage. Subject: 'Production Server Down'. Description: 'Web server prod-web-03 is unresponsive since 14:30 UTC'. Set priority to Urgent, status to Open, and assign to requester email ops-team@company.com"
      },
      {
        "title": "Bulk Update Ticket Statuses",
        "prompt": "Find all tickets assigned to user ID 5001 that have status Open. Update all of them to status Pending with a note that the assigned technician is out of office until next week."
      },
      {
        "title": "Create Service Request for Equipment",
        "description": "Submit a service catalog request for new laptop equipment",
        "prompt": "Create a service request for catalog item 'new-laptop-request' for employee john.doe@company.com. Set quantity to 1 and include custom fields: department='Engineering', laptop_model='MacBook Pro', justification='New hire onboarding'"
      }
    ],
    "output_examples": [
      {
        "input": "List tickets updated since yesterday with high priority",
        "output": "Found 5 high priority tickets updated since 2024-01-15: Ticket #1234 (Database connectivity issues), Ticket #1256 (API rate limit errors), Ticket #1289 (Login page timeout), Ticket #1301 (Mobile app crash on iOS), Ticket #1312 (Email delivery delays)"
      },
      {
        "input": "Create a ticket for network outage in Building A",
        "output": "Ticket #1345 created successfully. Subject: 'Network Outage - Building A'. Status: Open. Priority: High. Requester: facilities@company.com. Assigned to Network Operations team."
      }
    ],
    "best_practices": [
      "Always call RUBE_SEARCH_TOOLS first to get current tool schemas before executing any Freshservice operations",
      "Use updated_since parameter with ISO 8601 format when retrieving historical tickets beyond the default 30-day window",
      "Include only necessary fields in ticket listing requests to minimize API credit consumption"
    ],
    "anti_patterns": [
      "Do not use string names for status or priority - always use numeric codes (2=Open, 3=Pending, 4=Resolved, 5=Closed)",
      "Avoid bulk updating large ticket sets without confirming the scope first - test with a small batch",
      "Do not hardcode ticket IDs or user IDs across different Freshservice instances - reference them dynamically"
    ],
    "faq": [
      {
        "question": "What is Rube MCP and how do I set it up?",
        "answer": "Rube MCP is a Model Context Protocol server that provides access to Composio tools. Add https://rube.app/mcp as an MCP server in your client configuration, then use RUBE_MANAGE_CONNECTIONS to activate the Freshservice toolkit."
      },
      {
        "question": "Why are only tickets from the last 30 days returned?",
        "answer": "Freshservice API defaults to returning tickets created within 30 days. Use the updated_since parameter with an ISO 8601 timestamp to retrieve older tickets."
      },
      {
        "question": "What do the numeric status and priority codes mean?",
        "answer": "Status codes: 2=Open, 3=Pending, 4=Resolved, 5=Closed. Priority codes: 1=Low, 2=Medium, 3=High, 4=Urgent. Always use these numeric values, not text names."
      },
      {
        "question": "Can I create a ticket for a user who does not exist in Freshservice?",
        "answer": "Yes. When creating a ticket with an email address that does not match an existing contact, Freshservice automatically creates a new contact record with that email."
      },
      {
        "question": "How do I find the item display ID for service catalog requests?",
        "answer": "Navigate to Admin > Service Catalog in Freshservice. The item display ID appears in the URL when viewing a catalog item (e.g., /service_catalog/items/5 means the display ID is 5)."
      },
      {
        "question": "What happens if a bulk update partially fails?",
        "answer": "Bulk updates process tickets sequentially. If one ticket fails, others may still succeed. Check the response for individual ticket results and retry failed tickets separately."
      }
    ]
  },
  "file_structure": [
    {
      "name": "SKILL.md",
      "type": "file",
      "path": "SKILL.md",
      "lines": 219
    }
  ]
}