Understanding and managing suspended tickets and spam

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77 Comments

  • Andrew J
    Community Moderator

    @eva nope - only when recovered.

    3
  • Heather Rommel
    Community Moderator

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

    1
  • 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.

    1
  • 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.

    1
  • Dilara Yüksel

    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?

    0
  • Harriet Coulson

    Hi Guys

    Hope you can help!

    We use Fixflo for our customers to submit queries, they are all hitting our suspended tickets.

    The requester shows as the customer directly, so whitelisting would not work in this scenario. 

    Is there a way I can avoid these tickets going to suspended?

    If it helps the subject of all of these tickets start with the same thing, "Problem Reported:"

    Thank you in advance

    Harriet

    0
  • Nicole S.
    Zendesk Community Team

    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. 

    0
  • Ron Caron

    I'm an IT Manager and stand-alone agent for our company's helpdesk.  If and end-user get's a potential spam or other malicious email, they want me to evaluate it or provide advice.  How can they send that email to me without it going to Suspended tickets.  The problem is if I'm offsite, or the employee is offsite, I can't walk over to the employee's computer and look at it there. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Lila,

    My apologies if the article I linked didn't help clarify what determines if an email is suspended or rejected. In that article is a link that does expand on the difference and breaks down the different reasons why a ticket would be suspended. As for a ticket being rejected, this is going to be caused by the system 100% knowing that the ticket is something that should not be accepted like spam or a source you have blacklisted. Let me know if this breaks things down better and appreciate you reaching out to us. 

    0
  • Lila Kingsley

    Hi Devan, 

    I understand the difference between suspension/rejection, my question was what determines whether an email from a blacklisted user is suspended or rejected.

    This article is unclear and indicates they will either be suspended or rejected but does not provide any info why/what causes one result vs the other.  I would expect blacklisting to always result in a rejection.

    As I stated above, if we go to the trouble of blacklisting we will not want the ticket going to the suspended tickets view, as that means someone will still have to look at it.

    0
  • Forrest Hoffman

    Is it also possible that this recent announcement by Zendesk has somehow allowed SPAM to get into the e-mail channel without being the CC?  BTW, since the announcement linked above, I have not received ANY more SPAM or Suspended tickets.

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Gavin F

    It's not actually possible to disable spam filters entirely, but you can train your instance to detect less as spam when you recover mail into your instance. When these emails are recovered, this data is sent to Cloudmark, one of the tools we use to manage this.

    This gives the email a 'score' for how likely an email will be seen as spam in the future and builds an algorithm to allow ticket creation because it's no longer seen as spam. The more you recover these tickets for your account, the more likely the issue will stop happening.

    Best regards. 

    0
  • Dawn Spooner

    Tyler and Forrest are right, we have been getting spam like crazy over the last month or so.  We will get bursts of 200 email within 10 minutes.  Some ends up in Suspended tickets, but most get through.  I enable DMARC in hopes it would help, but no luck.  The messages appear to be in Russian.  Zendesk's answer to us when we first called is to add a rule to delete them based on the subject.  This doesn't work if the characters in the subject are not letters.  No sure why Zendesk can't prevent this.  We have been missing tickets because they are getting tangle in all the spam.  

    0
  • Sean Cusick
    Zendesk team member

    Hi Ron, Zendesk can not be used very effectively to transmit malicious emails. We do everything in our power to suspend or reject those. If they are only spammy then they can be sent but they will land in the suspended queue, where they can be recovered and viewed by you. If they contain malicious files then they may be rejected. You might want to create a system in which the eml file could be uploaded to a fileshare service so that a link can be sent that would contain the eml file, where you could recover it to examine. That link should be able to be processed into a ticket normally. Please let us know if you have any more questions. 

    0
  • Chris Bulin
    Community Moderator

    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.

    0
  • Richard Bickle

    Trying to understand the sequence of events with Recovering Suspended Tickets.  If I have a 30 suspended tickets, and it's a mixture of:  true spam, a couple items I need to work, and some Out of Office Replies... when  I Recover all 30 items, what steps occur first?

    Will ALL items be forced over as an actual ticket, then my rule and triggers will be ran?

    Or will "certain" items be deleted before an actual ticket is created?

    The only reason I asked this question is I believe our actual Tickets Created tally on the main Tickets Dashboard is much higher than the actual tickets we need to work (aka "workable tickets").

    Can anyone provide any thoughts, insights or clarity for me?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ryan,

    Since this is a 3rd party integration, you may want to reach out to Ring Centrals support team directly for assistance. The only thing I can recommend is checking what the cause of suspension is and reviewing the following article: Causes for ticket suspension

    It's possible that these emails are being suspended due to the address they're originating from. If that's the case, it may be worth forwarding these voicemails to another email address that then forwards to your support account.

    Let me know if you have any other questions for me.

    Cheers!

    0
  • Heather Rommel
    Community Moderator

    Hi Ryan Frye

    I agree with Brett, you'll likely want to contact them. Also, what reasoning for the suspended ticket is Zendesk giving you? If it's because the Ring Central user has a zendesk email associated with it, it could be as easy as changing the email the Ring Central user uses to create the ticket. 

    Lastly, I'm pretty sure Ring Central has more than one way to integrate with Zendesk. We happen to use the NICE In Contact Frontline Agent Console which works pretty well and attaches a voicemail.

    0
  • Gordon McWhorter

    Just got one in that says Malware Detected. Wow! Really? What's in it? Do you all want to take a look or shall I just delete it?

     

    Thanks!

    0
  • 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. 

    0
  • 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.

    0
  • Jessie Schutz
    Zendesk team member

    Hi Harriet!

    What is showing up as the reason for suspension in your Suspended ticket queue? That'll help pinpoint what we might be able to do.

    0
  • Brett Bowser
    Zendesk Community Team

    Thanks for the update Dawn!

    I'm going to generate a ticket on your behalf so our Customer Advocacy team can dig into this further.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Sean Cusick
    Zendesk team member

    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. 

    0
  • Tyler

    I'm seeing the exact same thing on my account. Approximately 3 weeks ago I started receiving much more spam and some are making it through the spam filters.

    0
  • Gordon McWhorter

    Fun. Okay. Thanks.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Hannah,

    That's most likely the case if the reason for suspension is "Received from Support Address". You can find a full list of your support addresses under Admin>Channels>Email.

    It's possible the forwarding rule is set up incorrectly so you definitely want to get your email admin involved. They'll either want to check the forwarding rule or see if they can change who is sending the email back to your Support Address so it's no longer getting suspended.

    Hope this helps!

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Hannah,

    If the reason is "Received from Support Address" then you would need to change the who is sending the email to your support address before a ticket is generated. Most likely this would need to be taken care of on your email providers side.

    The reason these are getting suspended is because otherwise you would have email looping.

    The sender should be the requester of the ticket and not the support address you've set up.

    Let me know if that doesn't make sense.

    Thanks!

    0
  • 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

    0

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