Last updated: 2025-08-01
Source: https://support.freshservice.com/support/solutions/articles/50000011502-restricting-service-desk-access-to-certain-domains
You may want to restrict access to your service desk and the support portals to users from certain domains. This way, only users from restricted domains will be allowed to log in (or sign up) and create tickets inside your helpdesk.
227155\_Restricting service desk access to certain domains
This can be done using Service Desk Restrictions:
Log into your service desk as an administratorGo to Admin > Channels > Other Channels> Support Portal ( In MSP mode, Admin > Support Channels > Support Portals > Settings tab ). If your account has more than one workspace, navigate to Admin > Global Settings > Restricting helpdesk access to certain domains.Scroll down to the Email Domain Restriction sectionBy default, users from any domain can log in, signup or create ticketsWhen you chose "Users from specified domains", you can enter the domains whose users can create tickets and signup/log in
When you set up restrictions based on domain:
The requesters that already exist in your service desk will be whitelisted automatically (Even if they are not part of a whitelisted domain)The domains created by an admin will be restricted automaticallyTickets sent by domains that are not restricted will be droppedIf a non-restricted domain is added as a CC, it will be dropped (shown below)
However, tickets created by an agent on behalf of a requesters whose domain is not restricted will not be dropped. And the contact of the ticket requester will be whitelisted.
Faq:
1\. How to restrict a user from creating a ticket, we require only logged-in users to create tickets from the portal.
To ensure only logged-in users can view forms in Freshservice, go to Admin > Support Channels > Support Portal Settings. Under User Permissions " Who can submit a new ticket on porta l" as " Logged in Users". Save your changes to secure the forms.