Section 6: Security and Data Persistence [12%]|Latest
Update Graded A+
Identify ways to restrict access to ticket submission
-Hide ticket forms based on user's org
-Remove the 'submit a request' link from help center
-Allow list
-Block list
Identify ways to modify authentication in ZD support
-Allow list
-Block list
-DMARC
-SPF
-DKIM
-User profile
How to troubleshoot the auth issue in ZD support
-Set up suspended ticket notifications
-View the suspended tickets queue regularly for false positives
-Use blocklist/allowlist to refine the suspended tickets view
-Enable sender authentication through the Email Channels page of admin
What are 3 reasons emails can be suspended?
-The sender is not allowed to create or update a ticket
-The sender is not a person
-The email failed DMARC authentication
Open Zendesk Instance
Requires users to register, anybody can submit tickets as long as they register first.
After submitting a first ticket, the ticket is suspended and a welcome email is sent to the
new user requiring them to register before the ticket can be submitted. After the user
verifies their email address and creates a password, the ticket is unsuspended.
Closed Zendesk Instance
Permits designated users to create or update tickets. An administrator designates who
can submit tickets. If an unknown person tries to submit a ticket, the email is
suspended.
Restricted Zendesk Instance
Permits only users with email addresses in certain domains can register and submit
tickets. Emails in other domains are either suspended or completely rejected,
depending on your setup.
Scenario: if you have allow-listed an end-user's email and they are still
suspended, what can you do?
Check the end user's profile to see if they have been flagged as a suspended user.
Merging users
Bulk merge users using API call or using the interface. Merges cannot be undone.
Suspending users
Suspended users are flagged as such and they can no longer sign in. Any new support
requests received from the user's registered identities (email addresses, Twitter, etc.)
Update Graded A+
Identify ways to restrict access to ticket submission
-Hide ticket forms based on user's org
-Remove the 'submit a request' link from help center
-Allow list
-Block list
Identify ways to modify authentication in ZD support
-Allow list
-Block list
-DMARC
-SPF
-DKIM
-User profile
How to troubleshoot the auth issue in ZD support
-Set up suspended ticket notifications
-View the suspended tickets queue regularly for false positives
-Use blocklist/allowlist to refine the suspended tickets view
-Enable sender authentication through the Email Channels page of admin
What are 3 reasons emails can be suspended?
-The sender is not allowed to create or update a ticket
-The sender is not a person
-The email failed DMARC authentication
Open Zendesk Instance
Requires users to register, anybody can submit tickets as long as they register first.
After submitting a first ticket, the ticket is suspended and a welcome email is sent to the
new user requiring them to register before the ticket can be submitted. After the user
verifies their email address and creates a password, the ticket is unsuspended.
Closed Zendesk Instance
Permits designated users to create or update tickets. An administrator designates who
can submit tickets. If an unknown person tries to submit a ticket, the email is
suspended.
Restricted Zendesk Instance
Permits only users with email addresses in certain domains can register and submit
tickets. Emails in other domains are either suspended or completely rejected,
depending on your setup.
Scenario: if you have allow-listed an end-user's email and they are still
suspended, what can you do?
Check the end user's profile to see if they have been flagged as a suspended user.
Merging users
Bulk merge users using API call or using the interface. Merges cannot be undone.
Suspending users
Suspended users are flagged as such and they can no longer sign in. Any new support
requests received from the user's registered identities (email addresses, Twitter, etc.)
