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Domain restriction

Related products:Freshdesk
  • January 5, 2023
  • 4 replies
  • 113 views
Gauthier
Apprentice
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Today we can only whitelist 40 domains. 

This is a big restrictions as we want to give access to our platform to only certains domains, and we have more than 40 domains. 

Also, type manually this list is the best way to make error. 

Here is different way to address this issue : 

  • Restrict to professional account 
  • Restrict to domain from the list of company
  • Load this through API 
  • Augment the limit of 40 domains

July 20, 2023

Hi there,

 

Thank you for sharing the feedback, we currently do not have any plans for increasing this limit and as we have seen the usage way below this number across our customers. Specifically for your use case, I hope you have accounted for below facts which might help:

When you set up restriction based on domain:

  • The domains of companies and contacts that already exist in your helpdesk will be whitelisted automatically
  • The domains created by an admin will be whitelisted automatically
  • Twitter SSO will be disabled
  • Tickets sent by domains that are not whitelisted will be dropped
  • If an un-whitelisted domain is added as a CC, it will be dropped

However, tickets created by an agent on behalf of a customer whose domain is not whitelisted (or tickets created through chat or phone channel) will not be dropped. And the contact of the ticket requester will be whitelisted.

 

I will try to keep this thread updated if something around this changes. 

    4 replies

    thecatalyst
    Community Debut
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    • thecatalyst
    • Community Debut
    • July 20, 2023

    Hi there,

     

    Thank you for sharing the feedback, we currently do not have any plans for increasing this limit and as we have seen the usage way below this number across our customers. Specifically for your use case, I hope you have accounted for below facts which might help:

    When you set up restriction based on domain:

    • The domains of companies and contacts that already exist in your helpdesk will be whitelisted automatically
    • The domains created by an admin will be whitelisted automatically
    • Twitter SSO will be disabled
    • Tickets sent by domains that are not whitelisted will be dropped
    • If an un-whitelisted domain is added as a CC, it will be dropped

    However, tickets created by an agent on behalf of a customer whose domain is not whitelisted (or tickets created through chat or phone channel) will not be dropped. And the contact of the ticket requester will be whitelisted.

     

    I will try to keep this thread updated if something around this changes. 

    C
    Contributor
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    • ci-mmyers
    • Contributor
    • August 3, 2023

    I would concur with Gauthier, 40 domains is too limiting and we would defintiely make use of this if this was increased to something like 100 domains

    marvarobb
    Community Debut
    • marvarobb
    • Community Debut
    • August 4, 2023

    Understood. We acknowledge the current limitations of whitelisting only 40 domains. To address this issue, we can explore the following solutions:

    1. Implement restrictions to professional accounts.
    2. Limit access to domains from a predefined list of company domains.
    3. Load domain restrictions through an API for easier management.
    4. Consider increasing the limit of whitelisted domains beyond 40.

    These measures should provide a more effective and scalable approach to granting access to our platform.

    alyssia.correa
    Skilled Expert
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    New Idea→Not Taken : Idea will not be considered
    Ally, Freshworks Community Manager
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