How to limit emails to certain domain without creating customer accounts.

Question

I'm currently setting up a service desk, however, I am confused about the settings regarding whitelisting users who can email through the customer email request address.

So firstly I've set up the customer permissions to make it so that not everybody can email into the address, because I want only limited, white-listed emails to be created into tickets.

Next, i've set up an allowlist with domains in the email requests menu.

However, these two settings do not work together. What is the purpose of the allowlist, if it still doesn't allow emails in that don't have accounts set up with the desk, and if all emails can come in with the other customer permissions setting, what is the purpose of the allow list then?

But to go back to the original purpose of this question, how do I limit usage of the email request address so that people from domains I've whitelisted can email in, without creating accounts of them initially.

Kian Stack Mumo Systems · Answer

Aidan,

The allow list doesn't tell the system which domains can be created as customers. It defines which domains will create tickets regardless of the content within the email.

What you are asking for does not exist in Cloud as of today. There is a suggestion where you can add your vote for this to be a feature, and a workaround discussed there as well.

Thanks,

Kian