get_zendesk_tickets_by_ids
Batch-fetch multiple Zendesk tickets by their IDs. Fetches up to thousands of tickets in a single call using the Zendesk Show Many API. Automatically batches requests when more than 100 IDs are provided (API limit is 100 per request). Returns all found tickets plus a list of any IDs that were not...
This record as markdown: /tools/freshdesk/get-zendesk-tickets-by-ids.md
What get_zendesk_tickets_by_ids does on Freshdesk
AI agents call get_zendesk_tickets_by_ids to retrieve information from Freshdesk without modifying anything. It is typically the context-gathering step in research, monitoring, and reporting workflows, before the agent takes action elsewhere.
Why get_zendesk_tickets_by_ids is rated Low
This is a retrieval operation with no side effects. It queries existing ticket data and returns results without creating, modifying, deleting, or executing any actions. The include_comments option adds additional read operations but remains in the Read category.
From the tool's definition Tool performs batch-fetching of Zendesk tickets by IDs using the 'Show Many API'. The description explicitly states it 'Fetches' and 'Returns' ticket data with no modification capabilities.
Attacks that exploit this kind of access
The rule that runs get_zendesk_tickets_by_ids safely
PolicyLayer is an MCP gateway: it sits between your AI agents and Freshdesk, and checks every tool call against a rule you set before the call runs. Nothing changes on the server itself. For get_zendesk_tickets_by_ids, this is the rule to start with:
get_zendesk_tickets_by_ids is read-only, so it stays allowed. Everything else on the server is denied unless you say otherwise.
The button opens the PolicyLayer dashboard: create your workspace, connect Freshdesk, apply this rule, and every get_zendesk_tickets_by_ids call is checked against it from then on.
Questions about get_zendesk_tickets_by_ids
Batch-fetch multiple Zendesk tickets by their IDs. Fetches up to thousands of tickets in a single call using the Zendesk Show Many API. Automatically batches requests when more than 100 IDs are provided (API limit is 100 per request). Returns all found tickets plus a list of any IDs that were not found. Duplicate and invalid (non-positive) IDs are automatically filtered out. Use include_comments to also fetch comments for each ticket. WARNING: This makes one additional API request per ticket, so avoid using it with large sets (>50 tickets) to prevent rate limiting. Example: Get tickets 101, 102, 103 with their comments: {. It is categorised as a Read tool in the Freshdesk MCP Server, which means it retrieves data without modifying state.
Register the Freshdesk MCP server in PolicyLayer and add a rule for get_zendesk_tickets_by_ids: allow, deny, rate-limit, or require approval. Point your MCP client at the PolicyLayer proxy URL and the rule is enforced on every call, before it reaches Freshdesk. Nothing to install.
get_zendesk_tickets_by_ids is a Read tool with low risk. Read-only tools are generally safe to allow by default.
Yes. Add a rate_limit block to the get_zendesk_tickets_by_ids rule in your PolicyLayer policy. For example, setting max: 10 and window: 60 limits the tool to 10 calls per minute. Rate limits are tracked per agent session and reset automatically.
Set action: deny in the PolicyLayer policy for get_zendesk_tickets_by_ids. The AI agent will receive a policy violation error and cannot call the tool. You can also include a reason field to explain why the tool is blocked.
get_zendesk_tickets_by_ids is provided by the Freshdesk MCP server (@mindstone-engineering/mcp-server-freshdesk). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
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