Plan requirement
| Subscription | Any plan |
| Access | Admin |
What your network needs to allow. Usually a question from IT, and the answer is more than one address range.
Set it up
- Collect the current address ranges Zendesk publishes.
- Allow them outbound from your network.
- Allow the mail servers if you filter inbound mail.
- Test the agent interface, email and any integration.
- Note where the list came from, so it can be refreshed.
Four things need allowing
- The agent interface, so people can work.
- Mail, both directions, or tickets stop arriving.
- Real-time connections used by messaging and live updates.
- Anything your integrations call, which is easy to overlook.
The ranges change
Not often, and enough to matter. A firewall configured three years ago and never revisited is a plausible cause when something intermittently fails for one office.
Note where the list came from so somebody can check it against the current one.
Symptoms of a partial block
The interface loads and messaging does not update. Email works and attachments fail. Everything works except from one location.
Those patterns point at the network rather than at Zendesk, and they are frequently investigated as product faults first.
Deep inspection breaks things
Proxies that inspect traffic can interfere with real-time connections in ways that look like intermittent product faults. Worth asking about before a long investigation.
Test from each location
Offices differ, and the branch with its own firewall is where the problem will be. One person in each place, checking the interface, email and a messaging conversation.
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