Using the whitelist and blacklist to control access Follow

You can control access to your Zendesk by adding end users' email addresses and domains to your blacklist and whitelist. Using the blacklist, you can prevent specific users, or sets of users, from registering and submitting support requests. Using the whitelist, you can allow specific users, or sets of users, to access your Zendesk and submit support requests.

Note: To use your blacklist and whitelist, you must have Enabled selected for the Anybody can submit tickets option under Admin () > Settings > Customers.

Before setting up your blacklist and whitelist, you should consider the following rules:

• You can enter up to 10,000 characters in each of the whitelist and blacklist fields.
  
  
• To allow all users to submit tickets to your Zendesk, except those added to the blacklist, leave the whitelist blank.
• To suspend ticket submissions from all users, except for those added to the whitelist, add a wildcard(*) in your blacklist. The wildcard will send tickets from every user not added to the whitelist into the suspended tickets queue, and prevents new users from creating accounts.

• Use keywords or symbols with a blacklist or whitelist entry to make the restrictions broader, or more specific:
  • To route tickets from specific users submitted through any channel to the Suspended Tickets queue, enter the keyword suspend: in front of an email address or domain in your blacklist. 
  • To block or allow an entire email domain, do not include the "@" symbol. An email domain will not be successfully added to the whitelist or blacklist with "@".
  • To completely block support requests from specific users, enter the keyword reject: in front of an email address or domain list in the blacklist. Tickets will not be added to the suspended tickets queue and there will be no record of the ticket in your Zendesk. This applies to tickets submitted through any channel.
• To send support requests from specific users to the suspended tickets queue, enter the keyword in front of an email address or domain in your blacklist. This is identical to blacklisting without a keyword.
  
  
• To block or allow an entire email domain, do not include the "@" symbol. An email domain will not be successfully added to the whitelist or blacklist with "@".
  
  
• To completely block support requests from specific users, enter the keyword reject: in front of an email address or domain list in the blacklist. Tickets will not be added to the suspended tickets queue and there will be no record of the ticket in your Zendesk.

How to add/edit blacklist and whitelist

1. Click the Admin icon () in the sidebar, then select Settings > Customers.
2. Enter your whitelist and blacklist settings. You can view some of the common blacklist and whitelist examples in the section below. If you are adding multiple email addresses or domains, separate with a space.
   
3. Click Save tab.

For whitelist and blacklist usage examples, see here.