Overview

A Sender Allow List of email addresses or domain names can be specified and will always be processed regardless to what is on the Deny List.

By default, the mail service does a 'fuzzy' match for anything in the Deny List; you don't need to explicitly specify wildcard characters. So if you were to enter just mailer@ then emails from mailer@gmail.com, mailer@hotmail.com, and mailer@live.com would all be blocked.

If you want to do domain based blocking, but then allow certain things, you can do this by adding a loose match into the Deny List and a more exact match into the Allow List, for example:

Deny List: gmail.com Allow List: terry@gmail.com

Then emails from Andrew@gmail.com would be rejected, while emails from terry@gmail.com would be allowed.

Guidance

Navigate to the Admin Area > Integration & API > Email to Ticket > Sender Allow List

Allow List Options

Force Allow List

When the option is enabled, any incoming email that is received that is not from a sender on the Allow List is rejected, regardless of whether or not the sender is on the Deny List. The Allow List rules continue to behave in the same way.

Automatic Allow List
These new options allow various source of email addresses within the system to be used to automatically populate the Allow List. Unlike the manually added Allow List rules, these will only allow exact matches. For example a manually added Allow List rule of stevens@vivantio.com will automatically allow both stevens@vivantio.com and Andrew.stevens@vivantio.com.
When using e.g. the automatic caller Allow List, if a caller exists with the email address stevens@vivantio.com, it will allow only the email address stevens@vivantio.com - not Andrew.stevens@vivantio.com