The option to ban IP addresses in ZenDesk Support (not Chat)
Posted Feb 11, 2020
Hi, I came to a situation where an end-user is "stalking" one of my agents (there is a long story here, won't share details). He changes his email address all of the time so blacklisting his email is not a thing. I tracked his IP and it is always the same, so decided to ban it.
However, this seems to be an option only in ZenDesk Chat, not Support - why? Any workarounds? Any plans to have that in Support too?
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32 comments
Nick Lamb
1264837569290 Do you have any updates on when this may be available or what the feature will be named so that we can keep a look out on the “What's New” pages?
Do you still expect this will come in 2024?
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Naina Mathur
Hey there
thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request specifically user suspensions for Messaging.
This feature request has been accepted and is on our roadmap in 2024. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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Nick
Hi Caroline Kello! It has been 4 months since the last message from you. Curious if you have any updates. We are dealing with this issue daily and its getting very tiresome. We need a solution to eliminate this issue in Support! PLEASE!
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Caroline Kello
As mentioned in August, there are two things that we want to address from everyone's comments: suspending a user also applies to the IP address of that user, and extending the current IP restrictions in Admin Center to also work as a blocklist as well as an allowlist. We are currently in internal meetings about how we will resolve this in 2024. While a priority for us to look in to next year, I can't promise any dates and deadlines as of today. But please know this remains on our minds and has not fallen off of our planned roadmap. Thanks
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Nick
Thanks Caroline Kello! It has been months since the last time you mentioned having internal discussions about this. Meanwhile, the continued daily spam continues. I cant even create a trigger to help with this like your CS agents suggested. We need the ability to block IP addresses. Or even set up a trigger to mark tickets as spam and delete. Please get us a way to resolve the spam ASAP!!! Too many users have been reaching out to zendesk asking for this. We need it now! Cant wait another 3 months or longer.
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Caroline Kello
Thanks for the ping, Nick. We've set up a recurring sync to discuss how suspending an IP address would work across the different product areas and channels, and how we'd build it. I don't have enough to share back right now but I'll post here once I do.
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Nick
Any updates Caroline Kello??? We are all very eager to hear an update from you on this. Its been months now. PLEASE
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Dale
+1 please add this feature soon and also improve your Captcha. We get 20-30 spam tickets per day (via ticket form), often from the same IP address. No, we are not going to force our customers to sign-in to use our Support system. Thank you.
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Nick
Please allow feature so we can ban/block a single IP address from submitting tickets. This is much needed!
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Jon Thorne
Thanks Caroline. We need this too! Being spammed by a single IP address - hundreds of tickets, different (fake) users, different text so we can't easily set triggers...but the same IP. We need to be able to have a block list for IPs. Thanks
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