How to Manage Allowlist & Blocklist - Frequently asked questions
Frequently asked questions
How do I set up an allowlist and blocklist in Zendesk?
To set up an allowlist and blocklist in Zendesk, you need to access the Admin Center. Once there, click on 'People' in the sidebar, then select 'Configuration' followed by 'End users'. Here, you can enter your allowlist and blocklist settings….
What are the rules for setting a blocklist and allowlist in Zendesk?
When setting a blocklist and allowlist in Zendesk, there are several important rules to follow. Firstly, leaving the allowlist blank will allow all users to submit tickets, except those on the blocklist. To block or allow an entire email domain,…
Can I block an entire domain but allow one email from it in Zendesk?
Yes, you can block an entire domain while allowing a specific email from it in Zendesk. To do this, add the specific email to your allowlist and the domain to your blocklist without the 'reject:' keyword. This will suspend emails from the domain…
How does the wildcard (*) function in Zendesk blocklist?
The wildcard (*) in Zendesk's blocklist is used to suspend ticket submissions from all new users except those on the allowlist. This means that any user not explicitly allowed will have their tickets sent to the suspended queue, preventing them…
Can I update the allowlist/blocklist via API in Zendesk?
Currently, Zendesk does not support updating the allowlist or blocklist via API. These settings must be managed manually through the Admin Center. If you have feedback or suggestions regarding this feature, Zendesk encourages users to post in…
What happens if there's a conflict between suspend: and reject: in Zendesk?
In Zendesk, if there's a conflict between 'suspend:' and 'reject:', the system defaults to suspension. For example, if you enter '* reject:gmail.com' in your blocklist, it results in suspension rather than rejection because the wildcard (*)…
Can I block a domain from creating accounts in Zendesk?
Blocking a domain from creating accounts in Zendesk is not directly possible through the blocklist. The blocklist only applies to ticket creation. However, you can suspend users, which prevents them from logging in and interacting with your help…
Is there a way to notify users when their emails are suspended in Zendesk?
Currently, Zendesk does not automatically notify users when their emails are suspended. Suspended emails are not delivered to your inbox, and users are not informed that their email was not received. While there isn't a built-in feature for this,…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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