Understanding and managing suspended tickets and spam Follow

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27 comments

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    Brandon Jones

    Hi Support team,

    I've read through a few of the comments and only saw one with my issue, but I didn't see a response for it.

    The issue I'm having is that one of our email addresses is setup as a support address in Zendesk. We've been experimenting with certain rules for that mailbox so that none of the emails sent to that address actually stay in the inbox. I ended up setting up a redirect rule to go straight to our Zendesk, but now quite a few of the tickets that get created are marked as spam with the "Received from a support address" message. Is there a way to combat this issue? I understand that Zendesk is setup to allow forwards to go through, but if a message is redirected and it shows as coming from the support address it gets blocked, which is not what we want happening.

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    Max McCal

    Hey, Brandon -

    If you've set up a true redirect, we should be able to recognize the incoming email as having been forwarded, and treat the original sender as the requester. If you sent an email directly from your support email to Zendesk, it will be suspended. This is in order to avoid mail loop problems, and because Zendesk sends on behalf of your support email address. We are at this time unable to support email being sent from your support address to Zendesk for any reason.

    If you think your redirect might not be working as expected, we should file a ticket.

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    Heather R

    we want a way to limit viewing and handling suspended tickets by permissions. we dont' want all agents doing this...

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    Zac White
    In Infusionsoft I have a campaign that sends an email to our Zendesk to notify support that a customer license needs upgrading. Zendesk is suspending the emails as 'Automated response mail'. How can I get Zendesk to accept Infusionsoft emails?
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    Kenneth Dean
    Hi Zac, I believe if you add the domain the notification emails are coming from to the domain list of your organization it will allow the emails through.
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    Jessie Schutz
    Hi Zac! Zendesk is set up to automatically suspend any ticket that it detects is coming from something that's not a human, which is why you're having this problem. Whitelisting the email domain only works for a specific type of suspension reason, so I'm afraid that's not going to take care of the issue for you. I'd recommend setting up the suspended ticket notifications as detailed in this article so you can manually retrieve those tickets as they arrive. Alternately, you could see about using the API to pull those notifications into your Zendesk, which would bypass the email channel completely. You can find more info on using our API here: https://developer.zendesk.com/rest_api Hope that helps!
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    Eva Schaller

    Hi all, do suspended tickets get counted in the "New Tickets" stat? 

     

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    Andrew J

    @eva nope - only when recovered.

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    Eva Schaller

    Phew, thanks @Andrew, this is exactly how I was hoping it would work. 

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    Yeh Ji Choe

    Hi, is there a way so that a certain domain(@xxxxx.net) can be received without going to Suspended tickets(via Detected as spam) or require anonymous user to register? We'd like to receive all tickets from these domains without registering users but whitelist seems to work for only those who registered.

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    Brad Ladwig

    Hi Yeh!  Great question. As it turns out, there currently isn't an option to whitelist domains of anonymous users. Since the whitelist is only available when requiring users to register, the only option would be to recover those suspended tickets that are being marked as spam. 

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    Carsten Falborg

    Hi - Can anyone tell me what the rate limits are on the cause: Email loop?

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    Sean Cusick

    Hi Carsten, We're very sorry, our rate limits are not public facing information. They can change under certain conditions, particularly once the threshold has been breached, which makes it very difficult to just provide a numeric answer that will always be true. If you are having a specific problem then it would be very helpful if you would create a ticket with us at support@zendesk.com. We'd be happy to take a closer look. 

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    Dilara Y.

    Hi Can you please advise, if i add the no-reply email addresses into whitelist, does zendesk still separates these emails as suspended? Because i do want to receive some specific no-reply emails into my zendesk account as a ticket?

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    Max McCal

    An email sent from a no-reply@ address is suspended with what we call a "soft rule". That means that adding that specific email address to your whitelist should allow those messages through as tickets.

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    Alex Persky-Stern

    We're having a lot of issues with customer tickets being marked as spam by Zendesk. Are there any ways to adjust those settings and improve that?

    Also, is there an API for adding email addresses to the whitelist? We sign up too many new customers each day to add them all to the whitelist manually, but I'm not seeing documentation of any API for that feature.

    This is a major issue for us, and ZD support has not been helpful, so any advice would be much appreciated.

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    Jessie Schutz

    Hey Alex!

    I see you're getting assistance with this issue in a ticket. We'll get you taken care of there! Please feel free to come back and share the solution later, if you'd like.

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    Hans Latour

    Like Heather R already asked I would like to restrict the suspended tickets view (and hide) for agents. In our case the administrator handles those.

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    Chris Bulin

    We have multiple emails sending the same spam message. Is there a way to force that to be recognized and suspended? Because it is coming from different emails, they are coming to our inbox instead of Suspended tickets.

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    Brad Ladwig

    Hi Chris!

    Sorry to hear you are dealing with these spam messages.  It is helpful to continue marking these messages as spam so the spam filters can learn to identify them better.  However, if the content is the same you could build a trigger to recognize a unique string in the spam messages and have the tickets close when they are created.  This would at least keep those tickets from clogging up your workflow.

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    Chris Bulin

    Thanks Brad! We got a little more than 10,000 messages before we blocked the IP, so we had a few people tackle moving them to spam and then deleting them. It took us a couple of days. I will make note of the trigger option if we run into this situation again.

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    Simon 'Thor' Damborg

    The contact forms on my website are coming in as "Detected email as being from a system user" 
    The 'From' is showing the submitter's email address so I'm not sure what to adjust to ensure these e-mails don't end up here - please advise! 

    The other option (which I haven't been able to find) is the ability to embed a contact form on my site (rather than the help widget).

    please advise 

  • Avatar
    Amie Brennan

    Hi Simon, 

    I'm going to reach out to you on a ticket to discuss this further with you as we're seeing something different in your account. Be in touch with you from here. :)

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    Dawid Humbla

    How can I blacklist specific phrases rather than email addresses?

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    Nicole Relyea

    Hi Dawid - 

    There's no content blacklist functionality per se, however there are ways you can put it together via triggers. 

    For example, one way you could handle it would be to create a trigger and a view. You could use the "comment text contains" condition to activate the trigger based on keywords or phrases Then you could have the trigger action be a label (like "moderation" or "spam") and create a view just for that tag. This would allow for easy moderation of those messages, which you could delete or go in once a day and suspend those users. 

    Let me know if that helps, or if you have additional questions. 

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    Dawid Humbla

    Hi Nicole,

    Thank you for the suggestions.

    The problem is that some of our clients try to use their own support systems, so we receive a bunch of valid requests but also some useless notifications from the same email addresses. For that reason, I'd like a way of ignoring certain incoming messages completely (a regex exclusion mechanism would be sweet) without suspending the users.

    Cheers

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    Nicole Relyea

    Hey Dawid - 

    That makes sense. We don't have that functionality built in to the system at the moment, but you're welcome to head over to the Product Feedback topic and suggest it. I do encourage you to read through the posting guidelines first, and make sure to include the specifics of your example. 

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