Using the allowlist and blocklist to control access to Zendesk Support

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38 Comments

  • First Assignee User

    Hi,

    Is there any way to update allowlist/blocklist via API?

    Regards.

    4
  • Raphael Busshart

    Hi 

    Is it possible to send an automatic email response for suspended users? At the moment they can send us emails, but we will not receive them and the user is not aware, that we did not receive their email. It would be great if there would be an automatic email sent to the user, that he is not allowed to open tickets or to send emails to this email address. 

    is this something we could solve with triggers? 

     

    thanks for any suggestions. 

    2
  • Sean Cusick

    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

    1
  • Pooja Palan
    Zendesk Product Manager

    Hi Everyone,

    Thank you for all of your questions on the blocklist / allowlist settings. We love your feedback. If you have more product feedback on this topic, we'd like to hear from you!

    Please find some time to talk to our product directly at https://calendly.com/pooja-palan/30min?back=1&month=2021-08

    Thanks!

    1
  • Pooja Palan
    Zendesk Product Manager

    With the recent update where in the wildcard (*) in the blocklist is now for all channels (not just email).

    For everyone who are using (*) in their blocklist setting and also have custom webforms / API  integrations which were previously working regardless of the (*), will now need to be added to the allowlist.
    Suggestion is to leverage allowlist to allow anything that we do not want to block. 

    1
  • Micheál McArdle

    Thanks for the response Fabricio but it doesn't answer what I need.  

    For my screenshot below, I want to ensure all users from Test Organisation with an email domain @email.com can create tickets in ZenDesk however, I want to block one specific user from this organisation, donotreply@email.com from creating tickets. Seems ZenDesk cannot do this or am I missing something?

    1
  • Gaurav Sharma

    Hi All ,

    I am trying to block one particular email ID from creating tickets in Zendesk , but the other uses with the same domain should  be  able to create tickets , so will the below option work :

     

    allowlist: 
    blocklist: suspend:randomspammer@gmail.com
    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Josh, if there's a wildcard in your blocklist, then all end-user tickets will be rejected, except for end-users listed in the allowlist.
    1
  • 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?

    1
  • 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
  • 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 

    0
  • Melody Quinn

    Hi Dave Dyson,

    Just a follow-up to my earlier question. Is there a way to block a domain from creating accounts? We are trying to prevent users from an entire company from commenting in our community and help articles.

    I know we can suspend accounts after they are created, but am looking for a way to prevent them from being created.

    0
  • Jozsef Hajdu

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

    0
  • CJ Johnson

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

    0
  • Shane Hughes

    We often have users forward "DELIVERY FAILED" messages asking the IT team to investigate them. Is there any way we can unblock these, instead of manually restoring them?

    0
  • Fabricio S.
    Hi Micheál, 

    This warning would happen in this circumstances (blacklisting) if there is an existent Organization with that name "email" and probably the domain is on the allowing list. Ex: In Organizations > find the Organization in question > Remove the allowed domain. 



     
    I hope this helps. 

    Best, 
    0
  • Micheál McArdle

    +1 to Gaurav's question. I'm trying to block one specific user email address from a domain but allow all other users from that same domain to create tickets. However, I get the following message: 

    Warning: The following addresses or domains cannot be blacklisted; they are whitelisted due to association with one of your Organisations: reject:donotreply@email.com

    Please help!

    0
  • Josh McCrowell

    If I've previously added a list of end users manually, and then later put a wildcard into the blocklist, will all end user tickets be automatically rejected?

    0
  • 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.

    0
  • Sean Cusick

    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. 

    0
  • 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. 

    0
  • Jed Hollander

    Want to confirm as it's not really clear. If I want to only accept issues from the folks with specific domains, I need to do the following:

     

    1. Turn off this option

    2. Add the allowed users domains to this list

    Thanks in advance

    0
  • 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. 

    0
  • Dane
    Zendesk Engineering
    Hi CJ,
     
    Can you further elaborate what you mean by "up the number of tickets"?
    0
  • Beto
    Zendesk Customer Care

    Hello Jed, thank you for your question!

    That is correct, you will need to disable the "anybody can submit tickets" option, enter the email domains you wish to be able to contact you, and also, enter a "*" symbol on the blocklist, so that all other email domains are blocked, like the example on this article:


    I hope that was helpful!

    0
  • Plugabot

    First Assignee User I can't find any reference in the API docs for the blocklist either.

    Dave Dyson Do you have any knowledge of where one might view or modify the various blocklists via API?

    0
  • Dave Dyson
    Zendesk Community Manager

    First Assignee User & Plugabot, the allowlists and blocklists are not accessible via our API. For visibility to our product team, it'd be great if one of you could post to our Feedback - Platform: Apps & Integrations topic, using the Product Feedback Post Template to format your post. 

    Josh McCrowell let me see what i can find out.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Melody,

    The blocklist only applies to the creation of tickets, but you can also suspend a user, which prevents them from logging in (and therefore posting or commenting in your help center and community): Suspending a user

    0
  • Gab Guinto
    Zendesk Customer Care

    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!

    0
  • Josh McCrowell

    Hi Dave, 

    Thanks for the answer!

    Is there an intelligent way to transition my help center from being completely closed down (only adding end users one at a time) to having users in allowlisted domains sign up -- without totally blocking the end users we've already added?

    0

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