You can control access to your Freshdesk account by allowing or restricting specific domains through,

Helpdesk Restriction

The Helpdesk Restriction feature, available from the Estate plan and above, enables you to restrict your helpdesk access to known contacts which belong to verified domains. It secures your account by preventing users of other domains from trying to gain access to your application.

As an Administrator of your Freshdesk account, you can set up Helpdesk Restriction by following the steps below,

  1. Navigate to Admin from the menu. Go to Account and click on Helpdesk Settings option.

  2. Scroll down to the 'Helpdesk Restriction' section.

  3. By default, users from any domain can log in, signup, or create tickets.

  4. Choose the 'Users from whitelisted domains' option and enter all the domains that can create tickets and signup or login to your account. You can allow a maximum of 40 domains.

  5. Click on Save.

    How to configure Helpdesk restriction in Freshdesk?

Important Note:  When you set up restrictions based on domain, 
1. The domains of companies and contacts that already exist in your helpdesk will be added to the allowlist automatically.
2. The domains created by an administrator will be added to the allowlist automatically.
            3. Twitter SSO will be disabled.
4. Tickets from domains that are not added to the allowlist will be dropped.
            5. Emails from domains that are not part of the allowlist, added in CC, will be dropped.

However, Freshdesk permits ticket creation by an agent (through chat, phone, or email) on behalf of a customer whose domain is not part of the allowlist. Also, the contact of the ticket requester will be added to the allowlist.

Automation rule

Another workaround to implement domain restrictions will be to create an automation rule to delete tickets based on the email domains by following the steps below.

  1. Login to your Freshdesk account as an administrator.

  2. Navigate to Admin. Select Workflows and click on Automations.

  3. Choose the Tickets tab and under Ticket creation, click on the New Rule button.

  4. Give your rule a name.

  5. Under the On tickets with these properties section, select In Tickets, then if Requester email, and Contains.

  6. Enter the email domains that you wish to restrict.

  7. Under the Perform these actions section, choose Delete the ticket option from the drop down.

  8. Click on Preview and Save, and then Save and enable.