Understanding and managing suspended tickets and spam

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80 Comments

  • 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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  • Sean Cusick
    Zendesk team member

    Hi Forrest, It is unlikely that any upcoming outbound sending changes caused this, though I will check with our Dev team to see if that is a possibility. Spammers are tenacious and they will continue to attack whatever they believe to be viable targets. Native Zendesk support addresses are targeted because they have one less spam check to go through to become a ticket, where a forwarded email is subject to two spam checks, doubling the likelihood of suspension. It is also unlikely that the "Send email via Gmail" feature would have caused any exposure to a native Zendesk address, as that traffic is never routed through that feature. It just sometimes happens that spammers move from account to account trying to target them as a relay for spam. Spam is an unfortunate byproduct of any system that relies on the use of email.  

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  • Patron Services Silver

    Hey Devan,

    My team is in a similar place as Gavin F's it seems. I'm interested in learning more about your answer about training the instance's spam filtering. Where can I read more about this?

    Thanks!!

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  • Sean Cusick
    Zendesk team member

    Hi Gordon,

    It is entirely up to you what you wish to do with it. You can ignore it and will be deleted in 14 days, you can delete it now, or you can recover it (just be careful not to open any attachments without your local machine and local network being protected). 

    If you have any other questions for us feel free to open a ticket with us at support@zendesk.com

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  • Brett Bowser
    Zendesk Community Team

    Hi Richard,

    I appreciate the clarification!

    The dashboard would not include any tickets that were deleted from the Suspended queue. Only tickets recovered from the Suspended tickets view. Technically, these emails are not assigned a ticket # until they have been recovered from that view. So if they remain in this view or get deleted, it will not count towards your Total Tickets. Triggers will only run on these emails that have been recovered from the Suspended Tickets view since they aren't considered tickets until after recovery.

    Hope this clears up any confusion!

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  • Hannah Ehrlich

    Hi,

     

    We get a huge number of "Received from Support Address" from suspended tickets and I'm not sure why - I added our incoming email addresses that users can submit through via the "Connected through Google" option. These include:

    support@mycompany.com

    premium-support@mycompany.com

    I thought I would be able to change the reply-to to something else to avoid getting so many suspended tickets, but it doesn't look like I can customize that separately. If i want to continue using these email addresses as our support channels, what can i change so they will be suspended less?

     

    Am I suppose to create a Zendesk email address and forward all the Google emails to there somehow, or have users reply to a Zendesk email rather than our Gmail?

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  • Brett Bowser
    Zendesk Community Team

    Hi Pierre,

    Are these spam emails being sent to your Zendesk support address or are these being sent to an external email address which is then being sent to your Zendesk Support account?

    You may also want to take a look at our Spam prevention resources for some additional information.

    Hope this helps!

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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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  • Pierre Clouthier

    They are characters - it's Cyrillic, the Russian character set. Just copy & paste.

    Use the "Bulk delete" app to make it easy to delete the rejected tickets.

    the solution is to Edit your trigger at https://[[subdomain]].zendesk.com/agent/admin/triggers/[[trigger_id]] to add the Current user is: end user condition, and remove the placeholders.

    There should be a Zendesk FAQ page with the details, I got my info in a reply to a support ticket.

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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 

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  • Lila Kingsley

    The article above states "Emails submitted by end-users on the blacklist are suspended or rejected."  Can you please clarify what causes it to suspend vs reject??  I didn't see any explanation of this in the article--apologies if I missed it.  For us, if we go to the trouble of blacklisting an email address/domain, we wouldn't want it to go in the suspended tickets view because someone will still have to look at it.  If we blacklist we don't want to see it. 

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  • Jessie Schutz
    Zendesk team member

    Hey Gordon! 

    Just a heads-up that I removed the image from this comment for you...it had an un-redacted email address in it, and I didn't figure you'd want that out floating around. Feel free to edit your comment to add an updated version of the image with the email blocked out if you'd like!

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  • Richard Bickle

    Hi Brett - I should be more specific about my question as the currently published information doesn't answer my question.

    To re-frame, I'm trying to figure out my Total Tickets are counted.  If 100 emails go into the Inbox, I understand that all of those received a Ticket # and those would be counted towards my Total Tickets widget on the dashboard.

    If 50 emails go directly into Suspended Tickets, i would obviously go to "recover" them by using all of my Triggers that I've set up.  Would ALL 50 of them count towards to my Total Tickets, or would only those that weren't deleted count?  I'm trying to figure out if all 50 Suspended Tickets FIRST get assigned a ticket number, THEN all triggers are ran on them?  Or do the triggers run FIRST, thereby deleting some, then only those NOT deleted get assigned a ticket number.  

    Does that provide more clarification for you?  Sorry for the confusion.

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  • PROVENTIC **** EMEA Reseller Partner
    Community Moderator

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

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  • Tim Shaw

    This article says:

    Emails are suspended if Zendesk Support detects they're not from real users. Examples:

    • Suspected spam
    • Automated response emails, including out of office or vacation auto-generated response emails

    Please could you give a complete list of what automated response emails will be excluded. I'd like to see if calendar invite responses are excluded.

     

    Thanks

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  • Dawn Spooner

    Thank you Brett!

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  • Hannah Ehrlich

    Hi Brett,

    Thanks for getting back to me! We use gmail as our email system, but we have a Google suite custom domain. Does this mean that the person emailing support@mycompany.com is email *from* support@mycompany.com?

    For example, we email you at youremail@gmail.com an ad from our email address, ads@mycompany.com, for something you want to unsubscribe from. You click "reply" on that email, which sends the email to support@mycompany.com saying 'I want to unsubscribe!.

    Does Zendesk perceive this email as being sent from "support@mycompany.com" or "ads@mycompany.com"?  

    Could I solve this by asking our email administrator to change the reply-to email on this somehow? Do you have specific language i should include in my request?

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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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  • Ryan Frye

    Hey yall, 

     

    We have our external phone system RingCentral setup to route support call notifications and voicemails into Zendesk. The notifications that come in go into the Suspended view even though I've whitelisted the email address. Also, when the ticket is recovered from the Suspended view, the voicemail attachment is no where to be found. So two questions: 

    1. How to I configure the email address to not be automatically suspended when submitting a notification?

    2. How do I get the voicemail attachment to come through?  

    Best regards, 

    Ryan

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  • Ryan Frye

    Hi Brett & Heather, 

    Thank you for the replies. We don't have an integration setup at this time, we use the email forwarding. It's the same email that we use to forward our normal support tickets into Zendesk. I've tried whitelisting the email address.

    I'll take a look at the article as well as the possible integrations. 

    Best regards,

    Ryan 

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  • Gordon McWhorter

    Ha! You bet, Jessie. Thanks! 

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  • Lisa S

    Hi, is it possible to add filters to the suspended tickets view? Such as country, language or support group? Thanks.

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  • Forrest Hoffman

    Something has changed. Over the last 3 weeks I have also been receiving many more SPAM tickets via the standard support e-mail that comes with Zendesk.  Is it possible that the changeover to the new AWS mailer has somehow exposed all of your customer domain ID? I usually get about 3 to 8 SPAM per day now.  My org is Open ticket to allow people to use their private e-mail address when they are locked out of SSO and for our external collaborators to get assistance. I cannot close the e-mail channel.

    Is there a way for us to just use your SPAM detector to block BEFORE it even creates a ticket?

     

    As a test I am de-selecting the option to Send via GMAIL servers in case that is where the exposure occurred.

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  • Stephen Fusco
    Zendesk team member

    Hey Alex, 

    Because the suspended tickets view is a system generated view it cannot be edited. However, the suspended view is only visible to agents with access to all tickets. So if you were to restrict your agent's access to only tickets in their groups then they would not have access to this view. 

    For Team and Professional, set Access to Tickets in agent's groups in the agent's profile. For Enterprise, select Agent can assign ticket to any group in the custom role for the agent.

    Even if they do have access though, you can restrict an agent's ability to delete tickets. Agents must have permission to delete tickets. On Essential, Team, or Professional, click the Admin , select Settings > Agents, then make sure Agents Can Delete Tickets is not selected. On Enterprise this would be done in custom roles.

    In response to your second question, there is an audit log available on Enterprise plans which will show you a log of actions taken in your account: Viewing the audit log

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Lisa S,

    No, you would not be able to filter or change the suspended ticket view currently as the base product stands. I would recommend sharing your use case in our product feedback forums so our developers can consider implementing changes to this view in a future update.

    Best regards.

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  • Max McCal
    Zendesk Product Manager

    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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  • Bradley 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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  • Brett Bowser
    Zendesk Community Team

    Hey Dawn,

    One of our Advocates recently posted an article for Combatting spam submitted via web service that may help. Have you had a chance to take a look at this?

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  • Dawn Spooner

    Yes, I know they are characters, but not letters (as on the keyboard).  The copy and paste doesn't quite work (not all the characters come through).  The problem is these tickets are NOT being rejected or suspended - they are coming through as real tickets, and every ticket is coming through as a different user.  Unfortunately, you cannot use a trigger to delete a ticket.

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  • 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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