send_ticket_reply · Gorgias MCP: Risk & Policy

WHAT IT DOES

What send_ticket_reply does on Gorgias

AI agents use send_ticket_reply to create or update resources in Gorgias — usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your Gorgias environment.

WHY IT NEEDS A POLICY

Why send_ticket_reply needs a policy

This tool writes/creates new data (outbound replies) in a reversible manner. While described as 'gated' (suggesting some access controls), sending replies modifies ticket state and customer communication history. It does not execute arbitrary code, delete data, or move money, so it is Write rather than Execute, Destructive, or Financial.

From the tool's definition Tool name 'send_ticket_reply' and server description stating it 'send[s] outbound replies (gated)' indicates the tool creates and sends customer-facing messages in support tickets.

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

send_ticket_reply Rate-limited

send_ticket_reply 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.

View as policy code

policy.json

{
  "version": "1",
  "default": "deny",
  "tools": {
    "send_ticket_reply": {
      "limits": [
        {
          "counter": "send_ticket_reply_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

LIMIT THIS TOOL →

Instant setup, no code required.

PolicyLayer is an MCP gateway: every tool call is checked against your rule before it reaches Gorgias, so you can run agents against it safely.

FAQ

Questions about send_ticket_reply

What does the send_ticket_reply tool do? +

send_ticket_reply. It is categorised as a Write tool in the Gorgias MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.

How do I enforce a policy on send_ticket_reply? +

Register the Gorgias MCP server in PolicyLayer and add a rule for send_ticket_reply: 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 Gorgias. Nothing to install.

What risk level is send_ticket_reply? +

send_ticket_reply is a Write tool with medium risk. Write tools should be rate-limited to prevent accidental bulk modifications.

Can I rate-limit send_ticket_reply? +

Yes. Add a rate_limit block to the send_ticket_reply 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.

How do I block send_ticket_reply completely? +

Set action: deny in the PolicyLayer policy for send_ticket_reply. 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.

What MCP server provides send_ticket_reply? +

send_ticket_reply is provided by the Gorgias MCP server (nobanks/gorgias-mcp). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.