Whitelists and blacklists

In order not to overload the list of requests with letters from unwanted e-mail addresses or vice versa, not to miss a letter from a VIP client, there is a function of adding e-mail addresses to Usedesk:

  • Black list - a list of addresses from which all requests are automatically assigned the "Spam" status;
  • White list - the list of addresses from which letters should be received by Usedesk under any circumstances (for example, addresses of key clients);
  • List of nonexistent addresses - a list of addresses that do not accept incoming messages (for example, no-reply and addresses with errors).

Open "Settings" - "Black/White list" and categorize your email addresses.

1. Blacklist. Add email addresses to the blacklist in one of two ways:

  • Manually fill in the field with email addresses. Add each new address from a new line by pressing the Enter key;
  • Through the client's profile. Go to the client's profile (from the request/chat page or "Clients" section - "List"), and in the edit mode, put a tick in the "Spammer" checkbox.

If the address is added to the blacklist, all requests will be automatically created with the status "Spam," and when sending a message from Usedesk, the message will be marked as internal, and the client will not be sent.

If the address is marked "Spammer" in the client's profile, it will be automatically added to the "Blacklist," and if it is added to the "Blacklist," the client will be marked as "Spammer."

You can also mark individual requests as spam by changing the status of the request to "Spam" in the request card. In this case, the client is not marked as a spammer and is not included in the blacklist - this is a protection against possible error: if you marked one message as spam by accident, the following would be included in the incoming on general grounds.

2. White list. Add email addresses to the white list in one of two ways:

  • Manually fill in the field with email addresses. Add each new address from a new line by pressing the Enter key;
  • Through the client's profile. Go to the client's profile (from the ticket/chat or "Clients" section - "List") and check the "VIP" box in the edit mode.

The methods are inverse. When "VIP" is ticked in a client's profile, the address is automatically added to "White list", and when added to "White list", the client is ticked as "VIP".

3. The list of non-existent addresses. Fill in the field with e-mail addresses, which do not accept incoming messages. Each new address should be added from a new line by pressing Enter.

After entering all data, press "Save" button.

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