Our organization is cracking down on email security due to a massive influx in phishing and targeted spear phishing attacks. As such, they are no longer allowing email spoofing -- even for legitimate purposes. This has caused us a bit of a hiccup with how we manage incoming requests in Zendesk.
We continue to have our users contact us using our external support address, but we only have two options of managing this currently:
1. Remove the external support address from Zendesk. There are KB articles that note that this is not recommended, and we saw the behavior that was noted in the article -- the support address ends up getting added as a user and CC'd on all incoming requests, causing email loops on replies, which generate suspended tickets due to detected email loops.
2. Keep the external support address in Zendesk, but mark the subdomain.zendesk.com email as the Default address. This nullifies the email loops noted in option 1 above, but creates issues with automated triggers. Any user that submits a request using the external address will now no longer receive automated replies (such as the one confirming their ticket has been opened) since Zendesk automatically has those replies originate from the email address that the end user reached out to -- our external support address, in our case. Since email spoofing is blocked in our organization, the end user will receive none of these automated triggers since they appear as spoofed emails.
We contacted Zendesk support to find workarounds to this, since neither of these solutions are great. We were pointed to the Select an Address app. This helps a little, as we can now ensure that agent replies are received through this method, but it requires manual intervention by the agents (and subsequently, training) and is open to human error. It also does not help with the automated triggered responses for notifications to the end user.
In fact, we found this to be so cumbersome that we'd rather remove the external support address all together and simply clear out the suspended tickets every once in a while.
Please make an option available to force all outgoing communications from Zendesk to come from the Default support address, whether that be an external support address or a Zendesk.com one.
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