Using the allowlist and blocklist to control access to Zendesk Support

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50 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

    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"?
    0
  • CJ

    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 :) 
    0
  • 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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  • Christine Felicia
    Zendesk Engineering
    Hi Isabelle,
     
    An email can be suspended for a variety of reasons. For example, one common reason is that the email is from an unregistered user when you require users to register. You can enable Anybody can submit tickets, no registration required, however, this is not a guarantee that no email will fall in the Suspended ticket view.
     
    Email sent to Zendesk Support can be suspended or rejected. Suspended emails are often, but not always, spam. This article explains what suspended tickets are and your options for managing them.
     
    You may check out How spam is detected in Zendesk Support and a few common causes for suspensions. Thanks!
    -1
  • Johannes Bühler

    Hi,

    we would like to block any email domain (blocklist: *) but only allow the domains that are already configured on the organization.

    Is this the default, or is it required to configure a domain twice within the allowlist and the organization?

    Thanks  

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  • Dave Dyson
    Zendesk Community Manager
    Hi Johannes, and welcome to the community, and great question!
     
    You would need to specify the domain in both the allowlist (in order to allow tickets to be created at all), and then also in the Organization (to allow tickets from that domain to be automatically assigned to that organization). 
    0
  • Johannes Bühler

    Thanks Dave, the allowlist only supports 10'000 chars, so we might hit the limit somewhen. Are there any efforts to extent that limit or provide a setting to allow registered organizations? 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Johannes, not that I know of, but there is a product feedback thread on this subject, so I'd suggest upvoting and adding your use case to this thread: 10,000 character limit on the Allowlist
    0
  • Ram Moskovitz

    I want to allow public access to HC, allow everyone to register for a user account, require that only registered / verified / manually-approved accounts can submit a ticket that makes it to our agents.

    What's the right way to do this keeping in mind that there may be 1,000 approved ticket creators over the first few months as I rollout Zendesk powered tickets for support?

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Ram Moskovitz

    You can set up your Help Center to be publicly visible but only verified/added users can submit tickets. This article describes how to set up a closed instance so that your Help Center is visible to everyone but only the users that you add to your Zendesk account can sign in and submit support requests.

    Hope this helps!

    0
  • Bex Heenan

    Hi,

    Is it possible to unblock/allow tickets to be created from a domain, based on the subject text? We have a lot of customers send through Remittance emails which seem to be marked as spam by Zendesk. Without unblocking each email address it's coming from (which we won't know), we can't see a way around it.

    However, if we could set it up so that any with a subject containing 'remittance' was accepted, that'd be great.

    Thanks

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Bex Heenan,

     

    At the moment there is no feature to automatically unsuspend a ticket and no way for the blocklist to check on the subject line before suspending a ticket. The blocklist/allowlist only functions using the email address or email domain. 

    I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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