Controlling Email Ticket Creation in Zendesk
How can I control who can create tickets via email in Zendesk?
You can control who can create tickets via email in Zendesk by using blocklists and allowlists. Add specific email domains or addresses to your blocklist to prevent them from creating tickets. Conversely, use the allowlist to permit certain users within a blocked domain to submit support requests. You can also create a restricted account where only pre-approved users can submit requests.
More related questions
How can I customize the email addresses for receiving support requests in Zendesk?
You can customize your support email addresses in Zendesk by creating variations of the email user name or using an external email domain. This allows you to manage and track tickets based on the email address at which the support request was…
What is the process for using an external email domain with Zendesk Support?
To use an external email domain with Zendesk Support, you need to create a new external email-based support address, set up email forwarding from your external email account, and add a sender policy framework (SPF) record. This allows your…
How does Zendesk determine the ticket requester from incoming emails?
Zendesk determines the ticket requester using information from the email headers, specifically the reply-to: header. If the reply-to: header is not present, the from: header is used instead. This process ensures that the correct requester is…
How are incoming emails matched to existing tickets in Zendesk?
Incoming emails are matched to existing tickets in Zendesk using references embedded in both outgoing and incoming email notifications. These references are found in the email header and body, ensuring that replies are tied to the correct ticket….
How does Zendesk handle spam filtering and suspended tickets?
Zendesk uses spam filtering to prevent your account from being cluttered with bogus tickets. Spam emails are either held in the suspended tickets queue or completely rejected. Legitimate support requests may occasionally end up in the suspended…
How are user accounts managed when created by email requests in Zendesk?
User accounts in Zendesk are created when a customer's first support request is received via email, unless the email is suspended or rejected. If a customer uses multiple email addresses, separate user accounts may be created, which can be merged…
How can I include other people in a Zendesk support conversation?
You can include other people in a Zendesk support conversation by using the CCs and followers feature. This allows additional recipients to receive email notifications for ticket updates. Admins can enable CCs for agents and signed-in customers,…
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