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Spam Filter and Whitelists

  • June 28, 2019
  • 9 replies
  • 0 views
H

Hi All, 

We have an issue where emails from a domain are not being recognised as a legitimate address, because of the hyphen in wording after the @ symbol (service-now).

I have been told there is a functionality within Zendesk that allows for whitelisting of email addresses, however this functionality is only available if the spam filters are turned off completely. Is this correct? 

Also any ideas on how we can allow this address to be passed through?

Thanks in advance for your advice and guidance

Hilton

 

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    9 replies

    Nicole17
    • Nicole17
    • June 28, 2019

    Hi Hilton - 

    Here's the official documentation on enabling white listing: 

    Using the whitelist and blacklist to control access to Zendesk Support

    it doesn't mention anything about the spam filters; where did you get that information? 

    H
    • Hilton
    • Author
    • June 28, 2019

    Hi Nicole, 

    It was provided from a vendor that we are having the issue with. They state the that spam filter and whitelisting cant work together, which I thought was strange.

    Hilton

     

    Nicole17
    • Nicole17
    • June 28, 2019

    Yeah, I will double check but I'm pretty sure that's not correct. You should be able to use the spam filter and whitelisting at the same time.

    H
    • Hilton
    • Author
    • June 28, 2019

    Thanks Nicole, the advice that has been provided around this seemed strange as they are 2 separate things.

    Dan28
    • Dan28
    • June 28, 2019

    The whitelist can help prevent things that are going into suspended tickets, but there are still some factors that can cause these emails to go suspended.  As you mentioned service-now, there is a chance that the metadata in the email headers is causing them to suspend anyways. If the whitelisting doesn't work, the article on Causes for ticket suspension has some other links and reasons you can check into as well.

    Nicole17
    • Nicole17
    • July 3, 2019

    Hey Hilton -

    Have you been able to get things working as you'd like? Anything else we can help out with at the moment?

    H
    • Hilton
    • Author
    • July 4, 2019

    Hi Nicole,

    I just need the confirmation that the spam filter and whitelisting can work together, that's the sticking point we have internally. Can you provide that guidance please?

    Thanks

    Hilton

     

    Brett13
    • Brett13
    • Community Manager
    • July 5, 2019

    Hey Hilton,

    I can confirm that you're able to use the Spam Filter within the Help Center as well as whitelisting rules within Support.

    If you do run into any issues please let us know :)

    H
    • Hilton
    • Author
    • July 15, 2019

    Thanks Brett and Nicole for the information, I have everything I need now to proceed. 

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