Create a new Zendesk ticket. Required: subject and either comment (for new ticket with initial message) or description. Optional: priority, type, tags, assignee_id, group_id, custom_fields. For custom_fields, use list_zendesk_ticket_fields to find field IDs first. For group_id, use list_zendesk_g...
AI agents use create_zendesk_ticket to create or update resources in Apple Shortcuts — usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your Apple Shortcuts environment.
This tool creates new records (Zendesk tickets) in a third-party system, which is a reversible write operation. It does not execute arbitrary code, delete data, or move money. While it modifies an external system, tickets can typically be closed or deleted, making it Write rather than Destructive.
From the tool's definition Tool creates a new Zendesk ticket with subject, comment/description, and optional parameters like priority, type, tags, assignee_id, group_id, and custom_fields.
Documented attack patterns abuse exactly the kind of access create_zendesk_ticket gives an agent:
PolicyLayer is an MCP gateway — it sits between your AI agents and Apple Shortcuts, and nothing reaches the server without passing your rules. This is the rule we recommend for create_zendesk_ticket:
{
"version": "1",
"default": "deny",
"tools": {
"create_zendesk_ticket": {
"limits": [
{
"counter": "create_zendesk_ticket_rate",
"window": "minute",
"max": 30,
"scope": "grant"
}
]
}
}
}create_zendesk_ticket stays usable, but capped — an agent stuck in a loop can't make hundreds of changes a minute. Everything else on the server is denied unless you say otherwise.
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Create a new Zendesk ticket. Required: subject and either comment (for new ticket with initial message) or description. Optional: priority, type, tags, assignee_id, group_id, custom_fields. For custom_fields, use list_zendesk_ticket_fields to find field IDs first. For group_id, use list_zendesk_groups to find available groups. Example: {. It is categorised as a Write tool in the Apple Shortcuts MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.
Register the Apple Shortcuts MCP server in PolicyLayer and add a rule for create_zendesk_ticket: 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 Apple Shortcuts. Nothing to install.
create_zendesk_ticket is a Write tool with medium risk. Write tools should be rate-limited to prevent accidental bulk modifications.
Yes. Add a rate_limit block to the create_zendesk_ticket 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 create_zendesk_ticket. 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.
create_zendesk_ticket is provided by the Apple Shortcuts MCP server (@mindstone/mcp-server-apple-shortcuts). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
Start from Apple Shortcuts, add the rest of your stack, and see everything your agents can call. Then put policy on all of it.
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423 Apple Shortcuts tools catalogued and risk-classified — across an index of 43,000+ MCP servers.