You can control access to your Zendesk based on your end-users' email addresses; either accepting or rejecting their attempts to register as a user in your Zendesk or to submit support requests. You do this using the whitelist and blacklist. The whitelist can be used to allow access to everyone or just specific email addresses and domains. The blacklist, used with the whitelist, prevents access to either all end-users who have not been added to the whitelist or specific email addresses and domains.
Email received from blacklisted domains and email addresses can be immediately routed into the suspended email queue or completely rejected, preventing tickets from being created.
The whitelist and blacklist are end-user settings.
In this example, the whitelist contains the MondoCam corporate domain. All email originating from this domain (including subdomains) are accepted. The blacklist is then used to declare that all other email is not allowed. This is done by adding an asterisk (*), which is a wildcard that blacklists (suspends) everything. All email not received from the mondocamcorp.com domain is sent to the suspended tickets queue.
You can however also reject email, meaning that it will not be added to the suspended tickets queue. There will be no record of the email in your Zendesk.
If you've configured your Zendesk to accept support requests from anyone, you can use the blacklist to filter out specific unwelcome email domains and addresses such as spam.
Email that has been suspended as a result of having been blacklisted is added to the suspended ticket queue and flagged as blacklisted.
To edit your whitelist and blacklist settings
Click the Admin icon () in the sidebar, then select Customers.
Zendesk Classic: Select the Settings menu, then select End-users.
Enter your whitelist and blacklist settings (see examples below).
Click Save tab.
Whitelist and blacklist usage examples
The whitelist and blacklist are used together to create rules for accepting, suspending, and rejecting email. Aside from the asterisk (*), which suspends email, you can use the following two keywords to build your rules:
suspend- Thesuspendkeyword explicitly declares that a specific domain or email address will be sent to the suspended tickets queue. This is identical to blacklisting the domain or email address without a keyword.
reject- Therejectkeyword completely rejects the email, which means that it's not added to the suspended tickets queue.
All three keywords can be used together to define your rules.
Approve a domain, suspend all others
This example whitelists one domain and suspends all others.
You can also add more than one domain or email address to the whitelist. Separate each with a space.
Approve a domain, but suspend specific email addresses within it
In this example, an entire domain is approved in the whitelist, all other email is rejected by using an asterisk in the blacklist, and then a specific email address within the approved domain is suspended using the suspend keyword.
Using this method, you can suspend specific email addresses from a domain that you have approved in the whitelist.
Approve a domain, but reject specific email addresses and domains within it
Similar to the previous example, a domain is approved in the whitelist and then exceptions to that approval are made in the blacklist. Instead of suspending a specific email address, it is instead rejected.
If email somehow makes it through the spam filter and your blacklist and tickets and new user accounts are created, you have two options for purging your Zendesk of both.
One of the ticket update options is Mark as spam and suspend user, which deletes the ticket and suspends the ticket requester. You can also select a user's account and suspend their access. For more information, see Suspending a user in the Zendesk Agent Guide.
A note about blacklisting people who have been CC'd on tickets
If you blacklist an email address that has already been added to tickets as a CC, please note that blacklisting the email address will not remove it from those existing tickets. Also be aware that it is possible for agents to add blacklisted email addresses as CCs to new tickets.