Using the whitelist and blacklist to control access to Zendesk Support Follow

Comments

22 comments

  • Avatar
    Tolu Sodeyi
    Are you able to blacklist everyone within a domain except for a specific user? The reason is because my organization charges for support and the client wants only one person to be responsible for contacting support so that they don't run up a huge support bill
  • Avatar
    Brian Manning

    You sure can. Add the domain you want to block to your blacklist and the address you want to allow to your whitelist. Something like:

    That will block incoming tickets from everyone at "sample.com" except "theguy".

  • Avatar
    Thor

    We want to keep "anybody can submit tickets" unchecked as we have it tied to SSO for our website. However, we are seeing legitimate customers that send tickets to our support email address get suspended. Is there a way to modify the whitelist with "anybody can submit tickets" unchecked?

    Or better yet, can we just turn off the ticket suspension feature? Its very annoying.

    --Thor

  • Avatar
    Shannon Anahata

    Thanks, Thor! This is a useful question. 

    It sounds like you're using SSO with a closed Zendesk, which should not be causing customers that are already a part of your organization with sign-in credentials to be suspended. You can read more about that here: 

    https://support.zendesk.com/hc/en-us/articles/203663746-Setting-up-a-closed-Zendesk#topic_qpm_rs2_hj

    If these are legitimate customers that don't already have login credentials through your SSO, then there's unfortunately not much we can do, as Suspended Tickets will always be an inherent part of the Zendesk interface.

    However, this sounds like we will need to dig deeper into what might be happening specifically with your account. Would you mind opening up a ticket with us so we can take a closer look?

  • Avatar
    Thor

    Okay I am getting bounced. I submitted a ticket as requested and now being bounced back to the forums. We know of another company using Zendesk that is doing exactly what were attempting to do (as told to us by a previous employee), yet we cannot figure out how to do this. Let me try and explain this a different way in case I am just not being clear...

    We have two ways in which customers can submit tickets to us.. first way is just send an email into our support email address (support@brightlocker.com). The other is through the Zendesk "submit a ticket form". When customers use the form, we want them to be authenticated so we want to keep "anybody can submit tickets" unchecked as we have it tied to SSO for our website. However, we are seeing legitimate customers that send tickets to our support email through the support@brightlocker.com address (not using the ticket form) get suspended. Is there a way we can allow ANYONE to submit tickets to support@brightlocker.com without having an account or using SSO, while making it so that if you are on our website (signed in) and want to use the ticket form, we do force you to login if your not? is this possible? Right now if people submit tickets to support@brightlocker.com their tickets are coming in, but they are falling into the suspension box, can we make it so that tickets sent to support@brightlocker.com dont end up in the suspension box and go right into the main boxes so agents can work on them?

     

  • Avatar
    Shannon Anahata

    Hi Thor. So sorry that you've been feeling like you're being bounced around. I think it's sometimes hard to coordinate these channels. 

    Seeing what you're trying to do, I would recommend this: 

    • Check the anyone can submit a ticket box. Once that's checked, you'll be able to whitelist and blacklist whole domains and/or single addresses, still limiting who can submit email messages.
    • Go to your Help Center settings and make sure that require sign-in is checked. This will make it so that if anyone comes to your help center who is not a member, they will be prompted to sign in before proceeding.

    Having this set-up instead of a strictly closed Zendesk will allow you the flexibility you're looking for. The only tickets you'll get from *anyone* will be email messages, which sounds to be okay by you.

  • Avatar
    Ulises Garcia

    Hi there,

    Is there a way to use this "whitelist & blacklist" through the API? I want to add and remove emails to those lists using your API.

    Best regards

  • Avatar
    Klara Audren

    Hello Ulises,

     

    I am afraid that you cannot currently update the white and black list through our API at the moment.

  • Avatar
    Krista Foisy

    Our white and black list settings are wide open, meaning that nothing is blocked. However I wonder if I set one domain, will that mess things up for the rest of our client base, as I really don't want to be including hundreds of domains and have to maintain it.

    I suspect yes, but want to confirm.

  • Avatar
    Christine Berry

    Can you blacklist Out Of Office

  • Avatar
    Jessie Schutz

    Hey Christine!

    It's not possible to blacklist emails by type, only by email address or domain. However, Zendesk automatically filters out Out of Office auto-responders, so there's no need to blacklist them.

    Can you go into more detail about what issue you're encountering?

  • Avatar
    Brendon Murphy

    Hello,

     

    In our organisation our clients are occasionally contacting us about a auto-reply war (two emails auto reply to each other constantly) within one of our systems. We have whitelisted our email domain but these emails still get suspended due to "Automated response mail, out of office" any advice on how to allow these through?

  • Avatar
    Jessie Schutz

    Hey Brendon!

    Zendesk is set up to automatically suspend auto-responders, since they're not generally useful in the context of a ticket.

    I'm not totally clear on what you're asking here...are auto-responders sneaking through to your Zendesk when they shouldn't? Or are you saying that you want automated responses to be added to a ticket?

  • Avatar
    Brendon Murphy

    We have a CRM system here as well as zendesk. Sometimes people of the CRM system encounter an issue were they have an auto responder war between two emails due to an accidental email. So the users of this system contact the managers of the CRM system to stop this. They do so through our zendesk installation. So they are using words which are being flagged as an auto responder and these emails are being blocked. How can I stop them from being blocked without telling each user to be careful of the words they are using.

  • Avatar
    Jessie Schutz

    Hey Brendan, sorry for the delay in getting back to you.

    The easiest way to get around this would be to works with the CRM managers outside of Zendesk, but I realize that might not be feasible depending on your workflow.

    Otherwise I don't have any good suggestions, but I'm going to check with our Support team to see if they can shed any more light on this for us.

  • Avatar
    Stephen Fusco

    Hey Brenden, 

    Unfortunately, the only way for you to prevent these e-mails from being suspended is by having the CRM users change the wording of the e-mail. You will need to have them remove the word 'vacation', 'Out of Office', 'Auto-reply', or any similar terminology from the email header in order to prevent the system from detecting these as automated responses. 

  • Avatar
    Jessica Szczukowska

    Hi,

    how can I block automated messages from a ServiceNow ticket system (used by IT - ServiceNow@company.com)?

    The following occur:

    - We send them a ticket

    - ServiceNow create a ticket

    - ServiceNow close the ticket

    - The closing notification opens a new ticket in zendesk. This opens a new ticket in ServiceNow and so on...

    I want to blacklist ServiceNow@company.com
    But the following advice is shown: Warning: The following addresses or domains cannot be blacklisted; they are whitelisted due to association with one of your Organizations:ServiceNow@company.com?

    But I want to block tickets from this emailadress. How can I do that?

  • Avatar
    Brendon Murphy

    Not sure if this will help you Jessica but in our organisation we have a number of email accounts that will send us auto responders so to combat this we made a zendesk organisation called (Auto responder) which we assign to any email account that will send us an auto response and then our trigger that does the Autoresponder from us has the following condition Ticker: organisation is not "Auto responder"

  • Avatar
    Jessica Szczukowska

    Hi Brendon,

    thank you very much for your answer. We created an organisation "Auto Responder". But adding to trigger does not help, since we want to avoid, that from this emailadress are tickets created. (that's why we tried to blacklist this email). We need to ask Zendesk support.

    It would be great if this case (blacklist one mailaddress from company.com) can be added to this description.

    BR.

  • Avatar
    Nicole S. Young

    Is it possible to automatically delete messages from blacklisted domains? I continue to get spam from the same domain, but would prefer they not show up as "suspended". Sometimes I look through the suspended emails to see if any accidentally became suspended, and it would be nice to eliminate this domain altogether.

  • Avatar
    Jessie Schutz

    Hey Nicole!

    You can definitely do this! In your blacklist field you just need to put reject:spamdomain.com (where "spamdomain" is the name of this problem domain) and it'll prevent emails from that domain from even coming into your Zendesk.

    There's a little more detailed info on this in the very last two sections of the article above, too, with screenshots of what it looks like alongside other stuff you might already have in your blacklist field. Hope that helps!

  • Avatar
    Kendall Chandler

    Is there any way to modify the message that appears when someone tries to sign up with a blacklisted domain? We would like to be able to clarify that they must sign up with a domain recognized for their organization and inform them that they can email us to have their address whitelisted if that is not possible.

Please sign in to leave a comment.

Powered by Zendesk