Alert Wrong User app – installation & setup guide

The Alert Wrong User app helps prevent unauthorized or incorrect user assignments in Zendesk by using JavaScript regular expressions (regex). This setup can be a bit technical, so we recommend basic knowledge of JavaScript regex patterns. If you're unfamiliar with regex, there are many free online resources to help you get started.

For questions or support, feel free to reach out to us at app-support@leafworks.de.

1. Choose your watch target

First, decide what should be monitored when an agent makes a change.

• Requester

• Assignee

• Both

2. Set up the fallback group field

In your Admin Center:

• Either create a new custom field of type "Fallback Group", or use an existing one.

• Enter the ID of the an existing group into this field.

This ensures the alert system knows which fallback group to use when validation fails.

3. Define a JS regex pattern for alerts

Forbidden pattern

This regex pattern is used to check the email address of the newly assigned user.

• If the email does not match the pattern, the agent will be blocked from making the change.

• This helps ensure only users with specific email structures (e.g., company domains) are assigned.

Examples:

• ^\w+([\.-]?\w+)*@custom\.domain$ – Allows only emails from custom.domain

• custom\.name@\w+([\.-]?\w+)?(\.\w{2,3})?$ – Allows only custom.name@... structures

To build your own pattern, search online for JavaScript regex tutorials or validators.

4. Customize notification text

When a forbidden change is attempted, a modal alert appears. You can customize:

• Alert message text

• Confirmation text

• Error/forbidden message text

Localization support

To support multiple languages, define your text with locale keys, each on a new line.
The first line is used as the default if no match is found for the user's language.

Example:

en-us:This user is not allowed. #email# assigned to #name#
de:Dieser Benutzer ist nicht erlaubt. #email# wurde #name# zugewiesen

Use #email# and #name# placeholders to dynamically insert the changed user’s email and name.

5. Define role and group restrictions

You can restrict alerts to Admins, Billing Admins, or other important roles or groups in your Zendesk environment. This allows you to limit app usage to only specific users or teams.

Need help?

If you have any questions or suggestions related to this app, please get in touch with us at app-support@leafworks.de or via our contact form.