You can use a combinations of the blacklist and whitelist rules to ensure you are permitting access or blocking the correct users. This section contains some usage examples you can replicate for your own Zendesk.
Approve a domain, suspend all other users
You can allow specific domains access to your Zendesk by adding the domain in the whitelist and suspend all users with a different email domain by adding a wildcard (*) in the blacklist. In the example below, only email from the domain mondocampcorp.com will be permitted access.
whitelist: mondocamcorp.com blacklist: *
If you want to allow more than one domain access, you can enter multiple domains separated by a space. In the example below email from the domains mondocamcorp, comdocam, and mondostore are permitted and all other users will be suspended.
whitelist: mondocamcorp.com mondocam.com mondostore.com blacklist: *
Approve a domain, but suspend specific email addresses with the domain
You can prevent a specific email address with a whitelisted domain from accessing your Zendesk by using the
whitelist: gmail.com blacklist: * suspend:email@example.com
Approve a domain, but reject specific email addresses and domains within it
Similar to the previous example, you can block specific email addresses from using a whitelisted domain by entering their email address in the blacklist. You can use the
reject keyword to prevent a user's tickets from being adding to your Zendesk at all.
In the example below, only email from gmail.com is accepted. All tickets from other email domains are sent to the suspended tickets cue, except for the email address firstname.lastname@example.org. Email from email@example.com will be rejected completely, and the ticket will not be recorded in your Zendesk.
whitelist: gmail.com blacklist: * reject:firstname.lastname@example.org
Approve all, but reject specific email addresses and domains
Unlike the examples above, you also have the option of allowing all users to register, except for specific email address and domains. To allow all users to register, you can leave the whitelist blank, then enter any blacklisted users.
In the example below, everyone can access your Zendesk, except for email@example.com and megaspam.com. Since the
reject: keyword is used, all email from those accounts will be blocked completely and the ticket will not be recorded in your Zendesk.
whitelist: blacklist: reject:firstname.lastname@example.org reject:megaspam.com
Suspend support request tickets from specific email addresses or domains, submitted through any channel
Simply adding an email address or domain to your blacklist suspends tickets from those users, but only if those tickets are submitted through the email channel.
However, if you add "suspend:" before each address or domain, tickets submitted through any channel (such as Chat, Twitter, and the like) are routed to the Suspended Tickets queue.
whitelist: blacklist: suspend:email@example.com suspend:megaspam.com