Margaret Brightman

Is there anyway for customers who are only using the web portal for communication to create a follow up ticket?

My company needs to be able to action tickets in a timely manner therefore suspended tickets doesn't work as it could be something that needs to be actioned right away to limit the amount impact the issue will cause. We have tried the allow and block list and that didn't work users still need to be verified before a ticket is not suspended. This doesn't work for us when we don't know who could be sending a ticket as anyone in our clients company can summit a ticket to us but doesn't require to log in to our guide to view tickets. Nor do we want our clients to be spammed by our ticketing system because they are not someone that we would likely be dealing with on the regular. 

We have tried opening our system up to anyone can submit the ticket but then we were heavily spammed by outsiders that have nothing to do with any of our clients which is not ideal. From what zendesk support says there is no way to do what we require. 

It would be nice if we could have an allow list connected to the suspended ticket setting that states anything coming from one of the listed domains doesn't get suspended and anything else can be. 

We also use exchange to do some of our filters on our own so it would even be nice if this option could be turned off. 

If anyone has a work around for this It would be appreciated but ultimately it would be better if zendesk had more setting options for this area.