Searches for tickets by customer email or ID with optional date filtering. Required: customerIdentifier (email/ID) Optional: startDate, endDate (DD/MM/YYYY format) Use when analyzing a customer
AI agents call search_tickets_by_customer to retrieve information from MCP Server for Intercom without modifying anything — typically the context-gathering step in research, monitoring, and reporting workflows, before the agent takes action elsewhere.
This tool performs a read-only query operation to retrieve support ticket information based on customer identifiers and optional date ranges. It has no side effects—it does not create, modify, delete, or execute any operations. The data returned is support ticket metadata that would typically be visible to authorized support staff.
From the tool's definition Searches for tickets by customer email or ID with optional date filtering. The tool name contains 'search' and the description indicates it retrieves/queries existing support tickets without modifying, creating, or deleting data.
Documented attack patterns abuse exactly the kind of access search_tickets_by_customer gives an agent:
PolicyLayer is an MCP gateway — it sits between your AI agents and MCP Server for Intercom, and nothing reaches the server without passing your rules. This is the rule we recommend for search_tickets_by_customer:
{
"version": "1",
"default": "deny",
"tools": {
"search_tickets_by_customer": {}
}
}search_tickets_by_customer is read-only, so it stays allowed — but everything else on the server is denied unless you say otherwise.
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Searches for tickets by customer email or ID with optional date filtering. Required: customerIdentifier (email/ID) Optional: startDate, endDate (DD/MM/YYYY format) Use when analyzing a customer. It is categorised as a Read tool in the MCP Server for Intercom MCP Server, which means it retrieves data without modifying state.
Register the MCP Server for Intercom MCP server in PolicyLayer and add a rule for search_tickets_by_customer: 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 MCP Server for Intercom. Nothing to install.
search_tickets_by_customer 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 search_tickets_by_customer 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 search_tickets_by_customer. 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.
search_tickets_by_customer is provided by the MCP Server for Intercom MCP server (raoulbia-ai/mcp-server-for-intercom). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
Start from MCP Server for Intercom, add the rest of your stack, and see everything your agents can call. Then put policy on all of it.
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4 MCP Server for Intercom tools catalogued and risk-classified — across an index of 43,000+ MCP servers.