Announcing IP restrictions support for Zendesk Messaging

Announced on | Rollout starts
October 7, 2025 | October 7, 2025

We're excited to announce that Zendesk Messaging now supports IP restrictions, allowing you to enhance the security of your customer communications.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

IP restrictions let you control which IP addresses can access your support and help center. With this release, IP restrictions are also available for your messaging channels. For setup instructions and best practices, see Restricting access to Zendesk Support and your help center using IP restrictions.

Why is Zendesk making this change?

We want customers to have complete control over who can interact with their agents. With IP restrictions, you can:

Reduce security risks by preventing unauthorized access.

Maintain compliance with your organization's security policies.

Gain greater control over who can interact with your agents through messaging.

What do I need to do?

For most customers, any existing IP restrictions will automatically apply to messaging conversations starting today. If action is required on your part, you'll receive a direct notification with instructions. Review and update your settings promptly, if notified, to avoid any service interruptions.

Important setup notes:

If your end users are not required to use a VPN, be sure to enable end-user bypass. This will allow customers to continue using messaging without VPN restrictions.

If you use third-party integrations such as bots or automated services, remember to add them to your IP allowlist to prevent interruptions in their functionality.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.