Restricting access to Zendesk Support using IP restrictions (Enterprise)

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17 Comments

  • Josh

    Can you please add the ability to apply a name to each IP. When you have a few hundred it gets hard to know which to remove etc.

    2
  • Karen Stephen

    I have multiple brands set up.  

    I would like to restrict access to one of the brands by IP.  

    Currently, it looks like it is only possible to set global IP restrictions. Are there plans to add that functionality?

    1
  • Ben Rohrs

    @Karen: Unfortunately there isn't a way to do this currently, nor are there current plans to add this capability. Can you please explain a bit more why you'd like to do this?

    0
  • Karen Stephen

    @Ben: We currently have 2 brands that we use for public assistance.  We'd like to create a third brand for prototype testing and gathering internal feedback - but we want to restrict that brand to our internal staff, only.  

    Restricting by IP would have let us do that easily, but now it looks like we would need to rely on security through obscurity, instead.  If you have a better suggestion, though, I'd love to hear it!

    0
  • Barbara

    In my enterprise version of zendesk, the option referred to in Step 5 ( Agents can bypass IP restrictions using mobile apps) does not exist. 

    If I have the Mobile App enabled and IP Address restrictions enabled and configured, which takes precedence? Does the Mobile App trump the IP Address restrictions or the IP Address Restrictions trump the mobile app? My guess is that the IP Address restrictions trump the mobile app.

    1
  • Jessie - Community Manager

    Hi Barbara! Welcome to the Community!

    I don't see that option in my own test instance, either. I'm going to look into this and see what I can figure out for you!

    0
  • Jessie - Community Manager

    Hey Barbara! I'm so sorry for the delayed response here.

    I did some pretty extensive troubleshooting with a couple Tier 2 advocates and we haven't been able to figure out what's going on here. I'm going to go ahead and get a ticket started for you so our support team can take a look at this with you one-on-one! You'll be receiving an email from me shortly!

    0
  • Marty Whitby

    If you enable IP restricted access, is it possible to whitelist users or roles (e.g. Administrators) so that they can access the system from any IP address?

    This was a feature with a CX platform that I previously worked with but I cannot see how this would be configured in Zendesk.

     

     

    1
  • Jessie - Community Manager

    Hey Marty! 

    I'm not sure whether this is possible; I'm going to find someone who can answer your question!

    0
  • Jon Daniels

    Hey Marty!

    There are no role exceptions for IP restrictions, these are universal for your account (which is why we advise caution when configuring)

    I agree that this would be a useful feature, so I recommend sharing your feedback here:

    Zendesk Product Feedback

    Thanks for the suggestion!

    0
  • Tom joni

    Hi is this also possible for the Professional Plan ?
    If not, which possibility do i have to set up a restriction nevertheless ?

    0
  • Nicole - Community Manager

    Hey Tom - 

    Restricting specific IP addresses from accessing your Zendesk is only available on Zendesk Support Enterprise. 

    0
  • Nick

    Hi, there's just a single IP address we need to block. How would we set up our IP whitelist ranges to do accept all IP except one?

    0
  • Hervin Centeno

    Hi Nick!

     

    Thanks for reaching out. After digging into this specific function inquiry, unfortunately it appears that it is not possible to block a single IP address. IP restriction in regard to Zendesk access can only be configured to whitelist particular IP addresses. While a dedicated blacklist isn't currently on our roadmap, we do have some community posts championing the feature. These posts are voted on and help shape Zendesk's upcoming features, so if you would like to see it implemented I recommend you lend your voice in support. 

    0
  • Steve May

    Hi,

    If I enable IP whitelisting, is the Help Center entirely unavailable (regardless of whether or not I am signed in)?

    I am hoping that users get a 503 error or similar if they are not in the office or on VPN. 

     

     

    0
  • James Sanford

    Hey Steve!

    If IP Restrictions are enabled and a user navigates to your Help Center from an IP that is not allowed they would see the following error page:

    If you'd like your Help Center to be accessible to your customers you can enable "Customers can bypass restrictions" to allow access outside of your IP ranges.

    2
  • Steve May

    Great - thank you!

    0

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