MCP Tool Reference Medium Risk

update_ticket

Update fields on an existing Zendesk ticket

Part of the Zendesk MCP server. Enforce policies on this tool with Intercept, the open-source MCP proxy.

zendesk-mcp Write

WHEN AI AGENTS USE THIS TOOL

AI agents use update_ticket to create or modify resources in Zendesk. Write operations carry medium risk because an autonomous agent could trigger bulk unintended modifications. Rate limits prevent a single agent session from making hundreds of changes in rapid succession. Argument validation ensures the agent passes expected values.

WHY ENFORCE A POLICY ON UPDATE_TICKET

Without a policy, an AI agent could call update_ticket repeatedly, creating or modifying resources faster than any human could review. Intercept's rate limiting ensures write operations happen at a controlled pace, and argument validation catches malformed or unexpected inputs before they reach Zendesk.

RECOMMENDED POLICY

Write tools can modify data. A rate limit prevents runaway bulk operations from AI agents.

zendesk.yaml 
tools:
  update_ticket:
    rules:
      - action: allow
        rate_limit:
          max: 30
          window: 60

See the full Zendesk policy for all 6 tools.

DETAILS

Tool Name

update_ticket

Category

Write

MCP Server

Zendesk MCP Server

Risk Level

Medium

MORE ZENDESK TOOLS

create_ticket Write
Create a new Zendesk ticket
create_ticket_comment Write
Create a new comment on an existing ticket
get_tickets Read
Fetch the latest tickets with pagination support
get_ticket Read
Retrieve a Zendesk ticket by its ID
get_ticket_comments Read
Retrieve all comments for a Zendesk ticket

SIMILAR WRITE TOOLS ON OTHER SERVERS

create_table Airtable
Create a new table with fields
update_table Airtable
Update a table's name or description
create_field Airtable
Add a new field to a table
update_field Airtable
Modify an existing field
create_record Airtable
Add a new record
update_record Airtable
Modify an existing record

RELATED READING

FREQUENTLY ASKED QUESTIONS

What does the update_ticket tool do?

Update fields on an existing Zendesk ticket. It is categorised as a Write tool in the Zendesk MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.

How do I enforce a policy on update_ticket?

Add a rule in your Intercept YAML policy under the tools section for update_ticket. You can allow, deny, rate-limit, or validate arguments. Then run Intercept as a proxy in front of the Zendesk MCP server.

What risk level is update_ticket?

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

Can I rate-limit update_ticket?

Yes. Add a rate_limit block to the update_ticket rule in your Intercept 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 update_ticket completely?

Set action: deny in the Intercept policy for update_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.

What MCP server provides update_ticket?

update_ticket is provided by the Zendesk MCP server (zendesk-mcp). Intercept sits as a proxy in front of this server to enforce policies before tool calls reach the server.

ENFORCE POLICIES ON ZENDESK

Open source. One binary. Zero dependencies.

VIEW ON GITHUB Full Zendesk policy →