Using the allowlist and blocklist to control access to Zendesk Support

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41 Comments

  • Dane
    Zendesk Engineering

    Raphael Busshart,

    The behavior to restrict notification to suspended users is by design. As it turns out, there's no option to bypass it not unless the user will be unsuspended or there is a different email address that they are using to be added as a CC.

    More information can be found in Suspending a user.

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  • Raphael Busshart

    Dane

    Shouldn't there be an automatic notification of the system? Like if I suspend or reject all emails from the domain gmail.com and someone with an email @gmail.com is sending an email to the system, shouldn't this @gmail.com email sender receive an automatic message that the email could not be delivered or something? 
    Otherwise the feature is not very usable in my opinion. The sender sends an email but does not know that we never received the email and we do not know that someone tried to contact us. 

    This is bad customer service. 

    Thanks for any additional infos.

    1
  • CJ Johnson

    Does adding a domain to an allowlist, up the number of tickets before an email loop is declared for the whole domain? 

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  • Dane
    Zendesk Engineering
    Hi CJ,
     
    Can you further elaborate what you mean by "up the number of tickets"?
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  • CJ Johnson

    Dane I mean that there's a specific number of tickets that a single email address can send in to a ZD account in an hour. After a certain number, they start going to spam with the reason "email loop". Too many of those come in, and Zendesk literally stops bringing in their emails at all. 

    Previously, I've been told that you can increase the number before they go to spam, and subsequently stop being processed, by including the *full email* in the allowlist. I am asking if recent  updates allow us to up the limit for all emails for a whole domain, instead of just for full email addresses. 

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  • Dane
    Zendesk Engineering
    Hi CJ,
     
    Thank you for the clarification. 
     
    As it turns out, only the full email address can be used and not the whole domain.

    I hope this helps.
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  • JD Trout

    For those looking to have the allowlist/blocklist modified via API I have created a feature request here. Please upvote it if you care about this feature.

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  • RedBullRody

    Hi all,

    Read the thread, but not goy my answer yet.

    Can I block a domain (almost) completely, but only allow 2 or 3 e-mail addresses from that domain?

    So:
    block @thisdomain.com
    allow person1@thisdomain.com person2@thisdomain.com 

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  • Brett Bowser
    Zendesk Community Manager
    Hey RedBullRody,

    You should be able to just add thisdomain.com under blocklist and then approve of specific email addresses in that domain by adding them directly to the allowlist. 

    If you do run into any issues setting this up let us know :) 
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  • Edwin Andermyr

    Hi there, I have an issue when adding multiples values under the blocklist field, it says, separate values with a space, unfortunately it's not working, see screenshot attached:

    The mails from qq.com are going to the suspended tickets, but the 163.com emails are coming through, why? 

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  • Isabelle Judlin

    Hello. Is there a way of allowing ALL emails? So none come into our suspended file?

    Thanks

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