Suspended Agent Abilities in Zendesk Email Conflicts
What abilities are suspended for agents in Zendesk when there's an email conflict?
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, and attaching files if end users are not allowed to do so.
Despite these suspensions, agents can still forward emails to create new tickets and submit new tickets even when submission is restricted. This ensures that agents can continue to perform essential tasks while the conflict is resolved.
More related questions
What happens when there's a conflict between From and Reply-to addresses in Zendesk?
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…
How can I restore an agent's suspended abilities in Zendesk?
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…
Why are some ticket replies flagged in Zendesk?
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…
How does Zendesk handle Reply-to address conflicts with known end users?
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…
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