The option to ban IP addresses in ZenDesk Support (not Chat)

12 Comments

  • Javonda H. (Stormango)

    For months now we've had a particular customer send emails on a near-daily basis, requesting that we re-add content to our mobile game application that had been recently featured (we rotate content monthly) that they'd just missed. We've responded multiple times with estimates of when the content could be available again or hints of what might be coming next to the point of exhaustion but it seems the customer isn't reading our responses at all. Eventually, we marked the original email address as spam which lead them to send tickets from multiple new email addresses with different aliases. Would love to see a feature put in place by Zendesk so we could block the IP address.

    ~Now they've resorted to sending written letters to our office with the same requests that have already been answered in emails. (facepalm)

    2
  • Zornitsa Georgieva

    Yes, this article was already suggested but it is about allowing certain IP addresses, not banning them. If I have to allow IP addresses, then I need to create lists of dozens of addresses which is very time-consuming. On top of that, there will always be a chance to not allow a range which has to be allowed and potentially to restrict users from getting in touch with support.

    As said - restricting IP addresses is an option in Chat - why it is not an option in Support?

    1
  • Karma Skye

    If the language they use is pretty consistent perhaps you can set up triggers to filter those tickets.

    But yes, I also wish we could ban IP addresses from support, not just chat. Having to see the ticket, then un-suspend the banned account then merge the accounts together then re-suspend is a big waste of time.

    1
  • Adam Hanna

    Is there any update on this potentially becoming a feature? Have a customer that has submitted over 250 tickets in the past 24 hours from multiple different email addresses and would love to be able to ban their IP address or stop them in some way. Have done all the suggestions with some success each time, but they keep coming back with slightly different wording and a new email

    1
  • Pablo Gomez

    We would also love the ability to blacklist IP Addresses. Is this something that is on the Zendesk team's radar?

    1
  • Rudolph Beaton

    +1 for this becoming a feature! This seems like a core security functionality that is missing.

    1
  • Zornitsa Georgieva

    No, this option is not enabled and I don't find it helpful to enable it, then whitelist all clients' IP addresses just to exclude one. It is much easier just to ban one. "Stalking" - I used the word just because I don't want to dive in explanations what is happening so don't focus on it.

    0
  • CJ Johnson

    Would love to see this as a feature as well. 

    0
  • Harriet K

    +1 to blocking IP addresses in Support - the functionality is available in chat, so it'd be great to see this more widely available.

    Restricting the help center to certain IPs or requiring login is not an option for all Zendesk customers, and we don't have a way of handling problematic repeat end-users who make repeat emails to circumvent email blocks.

    Ideal solutions would be to block IPs, and/or have the ability to route via IP in triggers so tickets from that IP can be set to be solved or routed to be reviewed by a senior team.

    0
  • Paul Lawrence

    +1 for the ability to ban specific IP addresses. This should be an account security feature.

    0
  • Trapta Singh
    Community Moderator

    Hi @...,

    Try looking at this link: https://support.zendesk.com/hc/en-us/articles/203663706-Restricting-access-to-Zendesk-Support-and-your-Help-Center-using-IP-restrictions

    Let us know if this solves your issue.

    Thanks

    Team Diziana

    -1
  • Stassa Miller

    @...

    Is the option below enabled:

     

    -1

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