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Setting your allowlist and blocklist to control email support requests



Edited Jun 21, 2024


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73 comments

Hi there,
I find these two options AllowList, suspend/reject, account creation, ticket creation a bit confusing.

Is it possible to:

- disable new user registration for a domain (do not impact/touch any other domains -> this means I cannot put a * in the blocklist)
- create let's say manually 5 accounts for that domain
- those users can see each others' tickets, create new tickets, etc ?
- no other users from no other domains are affected

So far I get the feeling that it's one or another.

"The keywords reject: and suspend: apply only to support requests and don't prevent users from creating an account. See Limitations when using the allowlist and blocklist with other Zendesk channels."
 

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For examples I highly recommend the following Zendesk Support Thread by Kristie Sweeney.

https://support.zendesk.com/hc/en-us/articles/6136740916250-Understanding-the-allowlist-and-blocklist.

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Paolo

Zendesk Engineering

Hi Mihai,
 
Unfortunately, your use case is a limitation for now. This would be a good feature request though.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Any chance we can add a common subject to the allowlist? We sent out an email to a distro and want to see all of the replies but about half get filtered as spam. Or is this stricly domains and email addresses?

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Same question as Jeremy above. Can we allow a certain subject string to the allow list?

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Arianne Batiles

Zendesk Customer Care

Hi Jeremy and Adrian Narvaez,

I'm afraid we can only whitelist a domain or email address and not the email subject. However, the most important thing is to address why emails are getting suspended. If email responses are being marked as spam, we need to dig deeper and determine what causes these emails to be considered spam. 

Sharing with you the ff. articles that you may find helpful: 

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I'm trying to add an entire domain to my blocklist. the domain is @qq.com and we get maybe 300 spam emails from them daily. In the blocklist i added "qq.com" however the spam emails are continuing to come in. Am I missing something?

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Christine Diego

Zendesk Customer Care

Hi Amos,
 
Could you please add the keyword "reject" followed by the domain name (e.g. reject:qq.com) to completely block support requests from the specified domain in the blocklist. If the issue still persist, please reach out to Zendesk Customer Support

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I'm wondering if it is a problem to allow a head domain and block a subdomain. This has to do with a certain subdomain that is being used for messages from users (hashed), We would like to block these messages (an integration is already in place for this). So for example:

Allowlist: main.com

Blocklist: reject:sub.main.com

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We’ve been getting a lot of spam tickets lately. Unfortunately, we can’t block them because they keep coming from new email addresses. How can we stop these spam tickets from reaching us?

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How can we block characters (Asian)? We blocked the domain, but they are still getting through

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Can I confirm for the allowlist that the top level domain is sufficient or all subdomains must be specified also?

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It appears that the blocklist (reject:qq.com) no longer blocks emails from qq.com. Several such emails have been received in the past few days, such as ken22@vip.qq.com.

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