Using the whitelist and blacklist to control access to Zendesk Support

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71 Comments

  • Damian Wallace

    Plus one vote for actually supporting multiple Brands properly.  We are struggling with having email work properly across brands as well.  We have free, SMB and Enterprise brands.  We can't seem to create a proper experience for each because everything is per account rather than per brand as it should be, and not having an API for this feature as well is amazing disappointing.  

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  • Nicole - Community Manager

    Thanks for the feedback, Damian. I've asked one of our product managers to read through the comments in this thread.

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  • Martynas Majeris

    Seems like having "reject:somedomain.com" in blacklist does not make emails from that domain skip suspended queue anymore.

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  • Louis Evangelista

    I have two questions. First, where do you see rejected emails? Second, I want one of my support email support1@test.com to accept emails from gmail.com, however my second support email support2@test.com to reject emails from gmail.com.

     

    Is this possible? Looking at the comments this seems to be a multibrand request that is not supported.

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  • Lijun Wu

    Is the Regex working within the blacklist now? Any update on this?

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  • Brett - Community Manager

    @Martynas it looks like there was a fix deployed recently that addresses this issue. Can you confirm on your end?

    @Louis, when using reject there will be no record within Zendesk to track these emails. As for setting up separate blacklisting rules, I'm afraid this cannot be done. This setting is account wide and not specific to support addresses. You may need to set up a rule on your email provider side to account for this.

    @Lijun see my response to Martynas above. If you still don't see emails being rejected and showing in the suspended tickets view let me know!

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  • Martynas Majeris

    @Brett I haven't had any new occurrences in Suspended queue since the fix was put in place. Still keeping an eye out, but it looks like it was fixed. Thanks!

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  • Brett - Community Manager

    Glad to hear it Martynas :)

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  • Gasper Jubani

    Hi, I am trying to whitelist all noreply emails. Would this rule do anything? I am afraid to try because of the wildcard on it.

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  • JamesTrazzera

    Hi there,
    Is there a way to ONLY suspend a ticket IF the sender or sender domain is in the Block List?

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  • Brett - Community Manager

    Hi James,

    Surrounding ticket suspension, unfortunately, there aren’t any “exceptions” that we can make for our filters so that only emails in the blacklist field are suspended. If there are legitimate emails being sent to your suspended tickets view, you'll want to take a look at the cause of suspension as mentioned in the article I've attached.

    Let us know if you have any other questions.

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