Whitelist email address in Zendesk

  • Profile Image
    AnnaM
    Asked on October 13, 2014 at 09:28 AM

    Hi, 

    We have 3 separate forms running through you. And we use Zendesk as our email platform however when the email comes from you when somebody submits a form, because it's a system email address, the emails go into our junk/suspended email folder on Zendesk and aren't often seen so a lot of the time we are missing them. 

     

    Is there anyway to amend the email address or is this the standard email address? 

     

    Thanks

     

    Hazel 

  • Profile Image
    Ben
    Answered on October 13, 2014 at 11:11 AM

    Hi Hazel,

    I understand that that is a bit troublesome for any workflow.

    What I would suggest is to whitelist our email addresses and IPs to allow your email notifications to pass through.

    You can see our guide on whitlisting our addresses here: Whitelisting JotMails IP Addresses.

    Now I also suggest to take a look on Zendesk platform guides to see how to set it up using the whitelist and blacklist to control access to your Zendesk – Zendesk Support in your Zendesk.

    Following these guides you should be able to whitelist our emails and get the tickets right where you want them to go :)

    Do let us know however if you need any further assistance with this.

    Best Regards,
    Ben

  • Profile Image
    AnnaM
    Answered on October 15, 2014 at 11:40 AM

    Hi Ben, 

    Thanks, I've added the email addresses to the Whitelist so hopefully it will be OK! I'll let you know if it doesn't work. 

    Thanks, 

    Hazel 

  • Profile Image
    Ben
    Answered on October 15, 2014 at 11:56 AM

    Hi Hazel,

    You are welcome. I had set similar thing in Kayako at one time and once it was set it was working great, I hope it goes the same for you as well with Zendesk :)

    Best Regards,
    Ben