When there's a conflict between the From and Reply-to addresses in a ticket reply, Zendesk takes specific actions to ensure security. If the Reply-to address is an agent's email, Zendesk automatically suspends some of the agent's abilities until an administrator confirms their identity and restores these abilities manually.
This suspension includes the inability to change ticket properties, add or remove CCs or followers, execute Mail API actions, and attach files if end users are not allowed to do so. However, agents can still forward emails to create new tickets and submit new tickets even when submission is restricted. For more details, check out theoriginal article.
To restore an agent's suspended abilities due to a From/Reply-to conflict, you can add their email address or domain to the allowlist. This action indicates that you trust the email address, allowing all support requests from it to be accepted. To…
When there's a conflict between the From and Reply-to addresses, and the Reply-to is an agent's email, Zendesk suspends certain abilities. These include changing ticket properties, adding or removing CCs or followers, executing Mail API actions,…
Ticket replies are flagged in Zendesk when there's a mismatch between the From and Reply-to addresses, especially if the Reply-to address belongs to an agent. This flagging is a security measure to alert administrators of potential issues. A…
When the From and Reply-to addresses differ, and the Reply-to address is a known end user, Zendesk does not suspend any user abilities. Instead, the comment is flagged, and a warning appears to notify you of the mismatch. This approach ensures that…