list_zendesk_macros
List or search Zendesk macros. Macros are predefined sets of actions that agents can apply to tickets with one click. Actions can set ticket fields (status, priority, assignee, group), add comments, or modify tags. When query is provided, searches macros by title. Otherwise lists all macros. Use ...
This record as markdown: /tools/freshdesk/list-zendesk-macros.md
What list_zendesk_macros does on Freshdesk
AI agents call list_zendesk_macros 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_zendesk_macros is rated Low
This tool retrieves and searches macro definitions without modifying, deleting, or executing any actions. It is purely informational—listing and searching existing data. The severity is low because viewing macro definitions poses minimal security risk compared to actually applying them.
From the tool's definition Tool description states it 'List or search Zendesk macros' and 'searches macros by title' or 'lists all macros'. These are query operations with no side effects.
Attacks that exploit this kind of access
The rule that runs list_zendesk_macros 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_zendesk_macros, this is the rule to start with:
list_zendesk_macros 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_zendesk_macros call is checked against it from then on.
Questions about list_zendesk_macros
List or search Zendesk macros. Macros are predefined sets of actions that agents can apply to tickets with one click. Actions can set ticket fields (status, priority, assignee, group), add comments, or modify tags. When query is provided, searches macros by title. Otherwise lists all macros. Use get_zendesk_macro to see the full actions for a specific macro. Use apply_zendesk_macro to apply a macro to a ticket. 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_zendesk_macros: 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_zendesk_macros 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_zendesk_macros 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_zendesk_macros. 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_zendesk_macros 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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