Forums/Community/Product Feedback

PlannedDoneNot planned

"Mark as spam" feature

Jason
suggested this on February 26, 2009 10:43

I'd love a "mark ticket as spam" feature that would not only delete the ticket, but also delete the associated user account that's created automatically.

 

Comments

User photo
shadeBlue Administrator

+1 for this feature

February 27, 2009 10:37
User photo
David Jacobson

+1 as well.  I have a kinda clunky automation that's searching / closing certain bogus emails for me right now.  Really clutters up my historical ticket data.

February 27, 2009 12:26
User photo
Renee
Code42

We're currently using the API plus a cron job to purge SPAM tickets and their users.  We manually tag tickets (via macro) as SPAM when we see them.  It works pretty well for us.

March 02, 2009 09:18
User photo
Paul
Demonware

This feature would be great especially if tickets that are marked as spam are excluded from all reports

March 03, 2009 04:48
User photo
Markus Olsson

We'd love this to!

March 12, 2009 08:14
User photo
John

I'd go further.


I'd like to see a 'Nuke Spam' button on each incoming ticket.  Pressing that button would automatically:


1. Delete the spam email.

2. Delete the spammer from the people list

3. Add the spammer's email address to the blacklist as a reject:

 

[edit] on rereading the original post, it seems that we are after the same thing :)

March 17, 2009 05:32
User photo
Heidi Hess

we would like this too

March 19, 2009 12:36
User photo
Jonathan Sutcliffe

Yes please.

March 27, 2009 05:47
User photo
drevange

+1 for sure.

April 05, 2009 22:45
User photo
John

Spam has become a critical issue for us on our zendesk in the lasst five days.


I used to come in every morning and spend a few minutes jumping through zendesk hoops to:

1. identify spammer

2. view all tickets from spammer and delete - sometimes over 100 from a single address overnight!  That's a few pages of selecting emails to delete, selecting delete from dropdown box, confirming the warning, then listing the remaining spam and repeating this action a number of times.  Guys - this is time consuming and boring - there has to be a better way.

3. Once spam tickets have been deleted, I then go on to add spammer email or domain to reject: blacklist filter.  This is time consuming and awkward given the way it is a tiny single line entry field.  Not good ergonomics on this.

4 then I go to MANAGE > PEOPLE, find the offender, click to view their profile, scroll to bottom of page, click delete, confirm the warning, how many actions have I done there just to delete one spammer?  Loads.  And it takes a long time.

We now receive more spam than legitimate email.  Spam handling (or lack of) is becoming critical.  Please look into this as a matter of urgency.

April 27, 2009 08:14
User photo
Morten Primdahl
Zendesk

In cases where you get more spam than legitimate mail, something is wrong and you should open a ticket with us. Usuallly it's because your forwarding mail server does it's own spam detection and in a sense helps cheat our spam filters. This is what happened in your specific case John.

As for the feature in general, it's absolutely something we want to do, but just have some things higher on our list. Thanks for chiming in everyone.

April 27, 2009 11:16
User photo
Chris Hess

Zendesk, please add this feature soon! We use a good performance anti-spam filtering service for our email but some spam still slips through (1-8 a day). We really need to be able to quickly delete both the ticket and the user at the same time. A one click removal option.

July 27, 2009 12:54
User photo
Erik Aronesty

+1 for this.   zendesk seems to be sending some good mail to "suspended" for spam and allowing bad mail through.... should be EASY to click "NOT SPAM" on the spam mail and "IS SPAM" on the others.   this is a pretty basic feature .... could probably be implemented as a GREASEMONKEY script if I really wanted to be nuts about it ... but honestly it should be much easier for you to do it than for me to tinker for 40 hours.

August 28, 2009 09:47
User photo
Tim

+1 for this. Just got started with zendesk and I'm suprised its not a standard feature!

September 03, 2009 05:27
User photo
Thomas Watson

+1 (just to state the obvious)

November 18, 2009 12:55
User photo
Meredith

This would really help us as well, too.

November 20, 2009 14:14
User photo
Carl Coryell-Martin

+1 as well.  I was very suprised that this feature didn't exist as 'mark as spam' is now a basic part of every other email handling system I've ever used.

December 01, 2009 23:42
User photo
Jake Holman
Product Manager

Hey Guys!

Just letting you know we're listening to this. It would be really helpful if you guys could actually elaborate on the type of spam problems you get, what you do currently to prevent it and what you expect the 'Mark as Spam' to actually do.

The problem with this is it's actually fundamentally a huge feature - we would have to either a) use some external software to scan all tickets and 'learn' on a per account basis what the account considers spam and what it doesn't or b) implement a learning anti-spam system ourselves. 

With either solution, there will always be spam, and worse, false positives. So we would need to think about something like this very very hard - so no need to be surprised it's not there yet ;)

Jake Holman
Zendesk Support

December 18, 2009 06:47
User photo
Chris Hess

As you said, no filter will capture 100% of the spam.  So that's we really need to be able to quickly delete both a ticket and the user at the same time for all spam that is not been identified and suspended by the Zendesk spam filter. Lets start with this feature and then work on better spam protection. Thank you.

December 18, 2009 09:23
User photo
Meredith

Thanks, Jake. What I want - and what it sounds others are asking for as well, based on this forum - is a way to, with one click, delete the ticket and the user and add the user and/or his/her email domain name to the blacklist you've already got. Does that sound right, y'all?

December 18, 2009 10:02
User photo
Chris Hess

Yes Meredith, that's what we need!

December 18, 2009 10:25
User photo
Tim Turner

Jake, adding learning and automatic filtering is a whol 'nother level.... right now if you read the posts people just want a one click option to get rid of the spam and the spammer.  That's it.  That's all.  And that should be easy.

 

Renee, could you share your "macro" with everyone?  Maybe that will help us.

March 11, 2010 06:03
User photo
Jake Holman
Product Manager

Of course, it seems easy. Implementing something like this is not only a technical issue (what happens to mail processing performance when we start blacklisting masses amount of emails?) but an interface one too (how will a user manage that blacklist, does it require a new 'spam' settings page, etc).

That's not to say we won't do it, it's just a matter of priority.

Jake Holman
Zendesk

March 11, 2010 09:24
User photo
Chris Hess

Jake, you're taking our simple delete spam and user feature request and making it complicated. For now we just need the basic functionality of deleting a spam and at the same time have it remove the user (spammer). Otherwise it's a two step process of deleting the spam and then finding the user (spammer) under People and remove them also. Skip the blacklisting, no spam learning feature, just the basics. Thank you.

March 11, 2010 10:49
User photo
Chris Hess

And no idea why my post was italicized, user error I guess - sorry.

March 11, 2010 10:50
User photo
Lindsey Mark
compete

SPAM = pain. At the very least can we have a blacklist box that isn't the length of 15-20 characters. This really sucks and would be a quick fix. I want a full text box so I can call out my spammers.

April 14, 2010 15:18
User photo
Adam Goolie Gould
lytro

Jake/Morton:

"In cases where you get more spam than legitimate mail, something is wrong and you should open a ticket with us. Usuallly it's because your forwarding mail server does it's own spam detection and in a sense helps cheat our spam filters."

So, is ZD best practice to disable any spam detection on the forwarding mail server?

May 17, 2010 16:51
User photo
Chris K
animoto

In our case, we find that ZenDesk does a reasonable job at preventing spam, and looking at our suspended tickets folder we seem to get a lot of it - 28k in 4 months! I've also noticed that we have had relatively few false positives that is great.

On a daily basis, I'd guestimate that we still get around 50-100 or so tickets come through which are spam. Rather than blacklist specific senders, which doesn't seem like it would really solve the problem, and would create UI pain, maybe consider implementing a way for us to train your spam filters by marking things as spam or not spam. If you are using something like Akismet on the backend then this may be relatively straightforward.

Currently I have my own triggers which help filter our a lot of the spam, and that helps. Going in another direction, the ability for me to run a macro which updates my trigger with new keywords or something would save time.

 

May 26, 2010 06:29
User photo
Anthony Constantino

We also have a spam macro.  Our problem is getting email marketing spam.  ZD often will not display the unsubscribe link, probably due to limitations with processing HTML emails. 

Our spam macro is simple:

* Mark resolved

* Tag as spam

* Assign to responding agent

* Send message saying "please unsubscribe all @mydomain.com email addresses from your list"

Unfortunately, most email marketers seem to ignore these written requests.  So ZD could get better at displaying emails with heavy HTML formatting that would help agents get off email marketing lists. 

I agree with Jake, ZD is catching most spam, email marketing isn't spam per se, but we definitely would benefit from getting off these lists. 

July 05, 2010 13:40
User photo
Joe Connor

Would also be very useful to be able to ban users from posting in the forum system, have a captcha on forum posts (and on the feedback tab) and also multiple delete on threads in the forum as I get repeatedly spammed on more or less a daily basis at the moment.

 

October 12, 2010 04:09
User photo
Chris Hess

As we all probably know already some spam is going to slip through even the best of spam filters, blacklists, etc. Like others, I've asked for a one click feature for removing spam so we don't have to first delete the spam and then go find the user and remove them also. Adding this feature appears to be a major task for developers so how about an intermediary approach that either allows us to move a spam to "Suspended tickets" where both the message and user can be quickly deleted, or a least allow us to search for all users without tickets and delete them? Thanks!

October 12, 2010 06:49
User photo
Andy Brown

Logging into Zendesk and being hit with ever more pages of spam has become a depressing task.

 

When I delete a spam ticket I want Zendesk to addthis person to the black list automatically.

 

This feature was requested on  Feb 26, 2009  and thus I wondered if it was still in the pipeline.

 

Thanks

 

Andy

 

October 19, 2010 03:09
User photo
Steve Layman

I agree with the simple option. We get maybe 1-3 spam emails a day, between our own spam filtering and Zen's, not a lot gets through. However, being able to quickly delete the email and user in one quick button click would be awesome.

November 10, 2010 11:19
User photo
Andy Gambles
We filter mail through Google Apps first which cleans out practically all spam.
November 11, 2010 03:12
User photo
Andy Gambles

I do agree though that perhaps this is being over engineered. A simple "Mark as Spam" button to delete ticket and user would suffice.

November 11, 2010 09:08
User photo
David Goss

I think this implementation would be fine:

A "mark as spam" button is added to the UI, for use on all types of ticket. When clicked, it will do this for each selected ticket:

  1. Delete the ticket
  2. Mark the user as a spammer

If a spammer tries to log in, their access is denied.

If a spammer submits a new ticket via email or Twitter, it just gets deleted silently.

A "spammers" page could be added to the UI which would just list all my spammers and let me reinstate them if I've made a mistake.

I don't think there's any need for logs or reporting - I don't care how many spammers there were or how many times they emailed, I just want them to go away at the click of a button. Also, I think an intelligent Akismet-style system is totally unnecessary. Simple is good.

What do others think of that?

March 09, 2011 05:40
User photo
Sibylle
silverstripe

+1 for this feature and David Goss' suggested simple implementation.

March 13, 2011 12:32
User photo
Jake Holman
Product Manager

A solution for this is being worked on right now. 

At the moment we're thinking that once a ticket is marked as spam, it's removed from your system (but kept on our end so we can still learn from it) and the user is then suspended. This means the user will not be able to login, or submit further tickets/comments. 

More to come later this week.

May 16, 2011 11:21
User photo
Chris Hess

Jake, this sounds like a big step in the right direction - looking forward to it!

May 16, 2011 12:35
User photo
Brill Pappin

Jake, That just what we need.

It doesn't happen very often for us, but sometimes you just need to block an address.

Not always is it for spam ether... something you just get an abusive user who is not worth maintaining support for.

In our old system, we used to be able to attach internal notes on a user where that could be indicated and/or simply block the address.

May 16, 2011 15:32
User photo
David Goss
@Jake that sounds great, thanks for the update.
May 16, 2011 19:49
User photo
Lindsey Mark
compete

@Brill_Pappin - Do you know about the Black and White list features in ZenDesk? You can block abusive users, it's just buried in the admin options. What we're rooting for improving the system around teaching ZD what messages are spam.

What you're looking for is in Settings > End-Users > Blacklist or Whitelist. I hope this helps.

May 17, 2011 07:17
User photo
Brill Pappin

@Lindsey Ahh, I remember seeing it now... forgot about it when I needed it though :)

I'm all for making the system spam-smart though... still something we need to deal with sometimes.

May 17, 2011 08:36
User photo
Lindsey Mark
compete

@Brill_Pappin Amen! With my support email address plastered across the web I get a sick amount of spam & it's miles of red tape before I can get to implementing Google for Business to work around it. I've been working on it for weeks and may have it hooked up by the end of the month, I hope.  I can share details on this if you think that funneling it through Google would be an option for you.

May 17, 2011 08:43
User photo
Brill Pappin

@Lindsey We are using google apps for our mail, and it cuts out a *lot* don't have any complaints :) Highly recommended.

May 17, 2011 08:47
User photo
Lindsey Mark
compete

@Brill_Pappin ohhhhhh... me = jealous. I will be waiting anxiously for this to become a reality. Thanks for confirming this works well.

May 17, 2011 08:48
User photo
Chris Hess

The blacklist option can be helpful but most spammers do not use the same addresses so blacklisting does not help at all. We use a very high end spam filter much like the Gmail filtering, but some spam gets through it and the ZenDesk filter. When this happens it will be very helpful and time saving to simply mark it as spam and suspend or remove the message and the user at the same time.

May 17, 2011 09:31
User photo
Jake Holman
Product Manager

Quick update, this should be with everyone next week, keep your eyes open!

June 02, 2011 15:42
User photo
Jake Holman
Product Manager

Hey all, a little delayed, but finally delivered: https://support.zendesk.com/entries/20191338-another-bucket-o-featu...

June 13, 2011 15:45
User photo
Dylan

This is cool but you should be able to do this right from the suspended tickets page, instead of having to create a ticket first, only to then mark it as spam and suspend user. 

June 24, 2011 14:24
User photo
Jake Holman
Product Manager

@Dylan: Awesome point. There's two places we now need to add this:

  1. Bulk update
  2. Suspended tickets page
We'll get on the first one asap, the second is a little different. While it might not look like it, suspended tickets aren't actually tickets just yet ;)
June 24, 2011 16:33
User photo
Dylan

Good stuff.  Sounds great. 

June 24, 2011 16:44
User photo
Nicholas

Mark as spam is a great feature; however, it should not associate itself with the "ticket deletion" feature; it should be separated.  If you disable "Ticket deletion" for agents currently, it actually removes both the "delete tickets" ability and also remove "Mark as spam and suspend requester."

July 06, 2011 23:42
User photo
Jake Holman
Product Manager

@Nicholas: Yep, I need to revisit that part. We usually try to turn things around as quickly as we can, in this case it made logical sense for us to tie it to the deletion option (although we forgot to update the label, woopsy!).

Now then, if we separated it out into two different options, the destructive consequences of both are pretty much the same - you lose the ticket. 

July 07, 2011 12:18
User photo
Nicholas

@Jake

The way I envision it, is that I do want to my support personnel to identify invalid ticket and allow them to "Mark as spam", automatically move those tickets to a location, such as the suspended tickets queue (or a spam ticket queue); what I'm not okay is giving them the ability to delete tickets like an administrator.

I have nightmare of legitimate customer tickets being deleted and then customer coming back to bite us a month later.  :)

July 07, 2011 13:25
User photo
Steven Delaney
aspera

@Jake

Has there been any work done in regards to this? We would really like our agents to be able to mark spam tickets but not delete tickets.

I appreciate any more thought you guys are putting into this.

November 14, 2011 15:21
User photo
Paul Holmgren
idnetab

I need this in "suspended tickets page" on both bulk and separate “ticket”

November 17, 2011 03:53
User photo
Jake Holman
Product Manager

@Steven: There's no plans to do this right now. This would require us to build out a mechanism whereby existing tickets fall back into some sort of moderation queue. That moderation queue isn't a concept in Zendesk right now. 

November 21, 2011 10:00
User photo
Macie Korte

I would also like to see this.  Here is a sample of a spam ticket We received (after like 1 day of having the system available - I don't even know how people know we exist to spam us)

Kazamaza would like to give you a 5GB FREE SugarSync account.

Kazamaza uses SugarSync to backup, access, and share files from anywhere.

http://miq.sugarsync.com/C320R123A.gif?pvci=06202012refb

<a href="http://www.sugarsync.com/referral_terms.html?utm_source=txemail&utm_medium=email&utm_campaign=refb">Terms apply</a>.

Sign up today with SugarSync using the button below, and both you and Kazamaza will get an additional 500 MB of storage.

 

August 01, 2012 08:57
User photo
Leena

Has something changed on this feature as I only see 4 selections in the "Ticket options' :

There is " Mark as spam" category

March 13, 2013 11:34
User photo
James

I can no longer see the Mark as Spam option, it was there on the old Zendesk?

The 'Mark as Spam' shoud delete the ticket and block a user from requesting more. 

The 'Delete' option should delete a ticket and no further action.

Any ideas, our help email address is being spammed and it's setting up tickets for them! 

 

Thanks.

March 22, 2013 07:03
User photo
Dorian M

Has anyone heard back about this?

Would be nice to see this back!

May 13, 2013 02:10
User photo
Tim Graham
learnable

Missing this big time. When will it appear in the new UI?

May 21, 2013 23:42
User photo
Jachin Scott

+1. This would be an excellent feature which we would use a lot.

July 10, 2013 09:43