Using the allowlist and blocklist to control access to Zendesk Support

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104 Comments

  • Lucinda Bianchi

    Hi there, I've just put the * in our blocklist and put our clients domains in allow but when I tested raising a ticket from my personal email (not one of the allowed domains), the ticket was still raised. Is there something else I'm missing?

    Any thoughts on how to resolve?

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  • Kay
    Community Moderator

    Lucinda Bianchi I've had this happen once (pretty long time ago though), and it took 1 hour to actually have it active. Maybe that is also the case. Let me know if that is the case.. If not could you share a screenshot of your blocklist and allowlist (with part of the domains blurred)?

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  • Lucinda Bianchi

    Thanks Kay you were right, it was activated by the morning, I just needed a little patience ;)

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  • Jamie Noell

    I am familiar with the 20 messages per email address limit, but I have heard that if we whitelist a specific email address, that will increase the limit within an hour per email address. 

    - Can you please confirm that feature?

    - What happens after the increased limit?  Account suspended for an hour? Suspended tickets?

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  • Sean Cusick
    Zendesk team member

    Hi Jamie, Once a sender exceeds both our acceptance and suspension rates then their emails will be rejected. Our email channel currently does not support integrations with automated email senders, (mentioned in our Suspended Tickets article: "The sender is not a person"). The API is the channel that is best suited for all automated traffic. The current supported limits for email acceptance are 20 per hour, per human sender, another 20 emails from that same sender will become suspended, after that we reject further submissions. We may limit the acceptance of any email traffic that we detect is automated or in any way dangerous, as in the possible creation of an email loop, whether the address is allowlisted or not. If you have any further questions please open a ticket with us to discuss your specific needs. 

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  • Mandy Maleta

    Just to confirm - I can list specific emails in my allow list and put an * in my blocklist? By doing so only those email within the allowlist can submit support request via web widget and submit request link in help center and all others will not be able to.....? I ask because I tried this specific setup with one of my other emails and my tickets are still getting through. They aren't even going to a "suspended" queue. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Mandy,

    That should be the case. If you add * to the blocklist then you would only be allowing ticket creating from users that are in the allowlist field. If this isn't happening on your end we may need to create a ticket on your behalf so we can look into some examples. Is this still the case for you?

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  • Jozsef Hajdu

    hi, we would like to block entire domain, but allow one email from that domain and everybody else. For now I have set: in the approve field like this: email@domain.com, in the blocked field reject:domain.com But it is not working, it is still blocking all mails from this domain. What should I do?

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  • Sean Cusick
    Zendesk team member

    Hi Jozsef, You should be able to remove the reject: portion from the blocklist. This will cause emails from that domain to be suspended, but it should allow the one address that you have in your allowlist to be processed as expected. Any time you use the reject: syntax it will reject all traffic from that domain. 

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  • Jozsef Hajdu

    I have removed the permalink, and it is not working the suspension. It allowed from my email address to create a ticket 

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  • Sean Cusick
    Zendesk team member

    Hi Jozsef, Because assisting you further will require us to inspect your account setup and to examine specific examples, could you open a ticket with us at support@zendesk.com so that we can investigate further? Thanks, Sean

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  • Shelley Ryan

    We get a TON of spam via Zendesk tickets, and I understand that using the "Mark as Spam" option not only deletes the ticket, it suspends the user to prevent further incoming messages from adding to the noise.

    My question is... when I need to add someone to the CC field on a ticket, all of those suspended people show up in the CC selection list (yes, flagged as suspended), which still makes it a pain in the butt to actually choose a "legit" customer or light agent.  Is there ANY way to exclude the suspended offenders from appearing in the CC field?

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  • Gab
    Zendesk Customer Advocate

    Hi Shelley,

    I'm afraid this is the expected behavior, and that there's no workaround for this. The CC field will suggest users that are currently saved in your Zendesk, regardless if they're suspended or not. I agree that it might be convenient if suspended users will be excluded from the list; I encourage you to create a new post in the Support Product Feedback topic in our community to engage with other users who have similar needs. Thanks Shelley!

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  • David Schutz

    You cannot blacklist TLDs by themselves

    That's too bad, because we now get spam from @*.shop, with a constantly rotating number of domains under the .shop TLD. There is absolutely no reason why we would want to receive emails from anyone at .shop.

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