list_calls
List calls with filtering and pagination. Returns recent calls by default (newest first). WHEN TO USE: - Browse call history - Find calls by agent, date range, or status - Verify recent call activity FILTERING: - agent_id accepts an array of one or more agent IDs - filter_criteria timestamps acce...
This record as markdown: /tools/freshdesk/list-calls.md
What list_calls does on Freshdesk
AI agents call list_calls 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 list_calls is rated Low
This tool exclusively retrieves and filters existing call records from Freshdesk. It performs no data creation, modification, deletion, code execution, or financial operations. The filtering and pagination capabilities are standard read-only query patterns. Risk is minimal as it only exposes data that authorized users should be able to access through normal Freshdesk operations.
From the tool's definition Tool description states 'List calls with filtering and pagination' and 'Browse call history, Find calls by agent, date range, or status' — these are query operations that retrieve data without modification.
Attacks that exploit this kind of access
The rule that runs list_calls 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 list_calls, this is the rule to start with:
list_calls 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 list_calls call is checked against it from then on.
Questions about list_calls
List calls with filtering and pagination. Returns recent calls by default (newest first). WHEN TO USE: - Browse call history - Find calls by agent, date range, or status - Verify recent call activity FILTERING: - agent_id accepts an array of one or more agent IDs - filter_criteria timestamps accept Unix milliseconds (number) or a parseable date string (e.g. 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 list_calls: 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.
list_calls 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 list_calls 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 list_calls. 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.
list_calls 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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