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Completed Whitelisting and email address

Discussion in 'Kayako product feedback and suggestions' started by orbitrod, Aug 19, 2015.

  1. orbitrod

    orbitrod New Member

    Does anybody know how to whitelist an email address in Kayako?
  2. Phil R

    Phil R Established Member

    Whitelist in what way?

    Acceptance / Rejection is dependant on collective set of configuration or custom crafted rules.

    Can you provide a description of the scenario you are trying to use, what is expected to happen and what actually happens?
  3. orbitrod

    orbitrod New Member

    Our phone system emails voicemails to us. When someone calls in and leaves a voicemail for the sales, service, or tech support department. Those voicemails are emailed to our helpdesk. Which is great, because there is a ticket assigned to the voicemail and the response to the voicemail is tracked in a central location.

    We have discovered on a few occasions where an agent has accidently hit SPAM on a voicemail email. This is a huge problem for obvious reasons. All emails with voicemails attached are blocked and it can be days before we realize that it was blocked.

    Luckily all voicemails come from the same email address. I just need a way to whitelist this one email address so even if someone hits SPAM, the emails will still come through.
  4. Phil R

    Phil R Established Member


    There is no whitelist to cover this and would require you to change the code.

    Version 4.71 - File: __apps/parser/modles/Ban/class.SWIFT_ParserBan.php - Line: 401

        static public function IsBanned($_emailAddress) {
    $_SWIFT SWIFT::GetInstance();

    /* Insert code here */
    if (strtolower($_emailAddress) == strtolower("voicemail@domain.com")) {
    /* End code insert */

    if (empty($_emailAddress) || !IsEmailValid($_emailAddress) || !_is_array($_SWIFT->Cache->Get('parserbancache'))) {
  5. orbitrod

    orbitrod New Member

    Thank you so much Phil. This works great.

    I purposely banned the email address and uploaded this file with the new code and correct email address. Voicemail emails still came through, even though it was "banned".
  6. Phil R

    Phil R Established Member

    Not a problem
  7. Jamie Edwards

    Jamie Edwards Staff Member

    In the new Kayako, we've got an email whitelist and blacklist:

  8. Phil R

    Phil R Established Member

    In which order are they honoured?

    Does whitelist trump blacklist?
  9. Jamie Edwards

    Jamie Edwards Staff Member

    Yes it does

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