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Understanding the allowlist and blocklist



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Kristie Sweeney

Zendesk Documentation Team

Edited Oct 29, 2024


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12 comments

We're receiving a huge amount of spam from email addresses that look like this:

from: Business News 270721 (Blaze Support) support@blaze365.zendesk.com
reply-to: Blaze Support <support+idKY12Z1-VERK5@blaze365.zendesk.com>

That is our own support email address with a bunch of numbers and letters in the middle.  The combination of letters/numbers is different on every spam email.  How do I block these spam emails with affecting the emails we really want to get?

Thanks!!

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Gabriel Manlapig

Zendesk Customer Care

Hi Nancy,
 
Found this helpful article that talks about preventing spam attacks.
 
I was hit by a spam attack. What do I do now?

For emails, you can protect your domain from email abuse via SPF, DKIM, and DMARC records. There are also additional security layers in Zendesk that you can utilize to combat spam and protect your business.

Protecting your domain from email abuse, via SPF, DKIM and DMARC records

I hope that helps. Thank you!
 

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There is an automated email that is blasting us from one of our clients. The domain is listed in their organization in ZD so it is automatically allowing them even why I try to block them. How do I block this 1 email from the organization? Because it is an automated email is it causing our automation to go off then theirs and back and forth in a never-ending loop causing hundreds of auto-replies. We have to get this blocked. Thank you!

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David

Zendesk Customer Care

Hi Danielle,

If you want to block a specific email address from an organization, you can use the suspend keyword. This should prevent the email address from accessing your Zendesk account. 

Here’s an example of how to use the suspend keyword:

blocklist: * suspend:example@domain.com

This should block all emails from the domain domain.com except for the email address example@domain.com.

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A user is generating a lot of tickets from different (common) domains, but with similar words/names in the local part before the @domain.

Is there a possibility to reject or suspend tickets based on words contained in the local part? We are already suspending tickets based on subject text by using triggers, but email adress doesn't seem to be an option in ticket triggers. Thanks!

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Tony

Zendesk Customer Care

Hi Douwe,
it is not possible to use email addresses in triggers. As an alternative you can use tags instead.
 
If you want to suspend the user not based on the email address but on the domain, you can do that. Here is an article that shows you how to do it!
 
Best,

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Tony

Zendesk Customer Care

Dear Douwe,
 
Based on the information provided, it appears that the article states that * is utilized to restrict ticket submissions to individuals except those in the allow list. Therefore, it may not be applicable to your current situation.
 
Warm regards,

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Judy Correia

Zendesk Luminary

Most of the blocklist examples above include *. Is it required to include * at the beginning of the blocklist or before each domain being blocked? i.e. does it have to be either A) blocklist: * reject:email1.com reject:email2.com or B) blocklist: *reject:email1.com *reject:email2.com. Or can we simple enter blocklist: reject:email1.com reject:email2.com, without any *

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Mike DR

Zendesk Customer Care

Hi Judy!
 
That would depend on how you want to block the domains. adding the * is like a wildcard that all email domains will be blocked.

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Mike DR how about subdomains? We want to allow the main domain, and block/reject a subdomain of the main domain? So allow: main.com and block: (reject:)sub.main.com

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I've encountered an unexpected problem with an internal email—it's now being flagged as a suspended email, despite not having this issue before. If I add this email to the Allow list, would it prevent it from landing in the suspended folder? It's worth noting that this would be my initial entry in that field. Additionally, would this action affect the handling of all regular incoming requests?

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Hiedi Kysther

Zendesk Customer Care

Hi Jean-Guy Daigle 

Allowlist may work depending on the Suspension Reason e.g. no-reply emails. However it is still not a guarantee that the email will not be suspended even if the email address is whitelisted. 

Also, adding a certain email in your Allowlist will not affect other regular incoming requests. It only helps for our system to know the sender is whitelisted. But to reiterate, whitelisting may work depending on the Suspension reason.

I encourage you to reach out to our Support team so we can review those suspended tickets and guide you on how we can resolve it. 

Hope this helps! 

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