Using the spam filter to prevent spam in Help Center Follow

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The Help Center spam filter prevents new and edited end-user posts and comments that appear to be spam from being published to your Help Center. Suspicious content is sent to a spam queue where you can review and manage the content.

You must be a Help Center manager to enable the spam filter and manage the spam queue.

Note: If spam is not filtered, and appears in your Help Center, you can manually remove it by marking it as spam (see Marking content as spam and removing it). The filter learns to better identify spam based on what you've marked.

Enabling the spam filter

You can enable the spam filter to prevent end-user posts and comments that appear to be spam from being published to your Help Center.

Note: If you're using a custom Help Center theme that was created before April 1, 2014, you need to update your theme to use the spam filter (see Updating your custom theme to support the spam filter).

To turn on the spam filter

  1. In the Help Center, click General in the top menu bar, then select Help Center settings.

  2. On the settings page, select the Spam filter check box.

  3. Review the agreement window that appears and click Enable to continue.
  4. Click Update.

Receiving notifications for content in the spam queue

You can subscribe to the spam queue so that you are alerted when there is content in the queue. The queue is checked every two hours, and if there is content in the queue, you will receive an email notification.

Note: When you subscribe to the spam queue, you also subscribe to the content moderation queue, if content moderation is enabled.

To receive notifications for the spam queue

  1. Click General in the top menu bar, then select Manage spam.

    The Spam tab opens by default.

  2. Click Follow in the upper-right corner.

    You will now receive a notification if there is content in the spam queue when it is checked every two hours. You will also receive notifications for the content moderation queue, if it's enabled.

Managing your spam queue

From your spam queue, you can delete content, suspend the user, or mark content as not spam. You can bulk delete all the content in the spam queue at the same time if you want to.

If you don't take action on content in your spam queue, it is deleted after 30 days.

To manage content in the spam queue
  1. In the Help Center, click General in the top menu bar, then select Manage spam.

    The Spam tab opens by default.

  2. To take action on a post, select the check box next to it and click one of the following:
    • Delete to permanently delete the post and remove it from your spam queue
    • Not spam to publish the post
    • Suspend user to suspend the user and delete all of the user's posts

      If you don't take action on content, it is automatically deleted after 30 days.

To bulk delete content in the spam queue
  1. In the Help Center, click General in the top menu bar, then select Manage spam.

    The Spam tab opens by default.

  2. Click Delete all spam now.

Updating your custom theme to support the spam filter

If you're using a custom Help Center theme created before April 1, 2014, you need to add some extra styling to your stylesheet to support the spam filter.

The following new HTML elements have been added:
  • Article page
    • section element with class "pending-comments-list"
    • span element with class "pending-moderation-comment-badge"
  • Question page
    • section element with class "pending-answers-list"
    • span element with class "pending-moderation-answer-badge"
Add the following to your custom theme stylesheet:
.pending-moderation-comment-badge, .pending-moderation-answer-badge {
border-style: solid;
border-width: 1px;
border-color: #c7aa2b;
color: #c7aa2b;
padding: 3px5px;
margin-top: 10px;
font-size: 12px;
}

For detailed instructions, see the Customizing the CSS or JavaScript section in Customizing the Help Center.

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Comments

  • 0

    Is there a way to disable the spam filter for selected organizations?

  • 0

    Is there a way to designate a particular email domain as NOT spam? We have users who are posting from a particular email domain that keeps getting marked as spam even though it isn't. Or is it just that after so many Not Spam clickings, the software will learn that this email domain is safe?

  • 0

    Hi,  I have a starter plan and I keep getting emails directly to my support at mydomain.zendesk.com from Russia.  Always the same couple of messages from different email addresses.  Anyway to block these?

  • 0

    Hi Jason!

    You would want to suspend those users, and any new spam users. You could also change the setting so that users are required to register before submitting a ticket (see here). That should help a lot!

  • 0

    No, no it wouldn't. Bots can easily be configured to register before posting -- we've had a massive problem with that in the last week and have filed a ticket for additional support, but I just wanted to put it out there - the spam filter DOES NOT WORK properly, nor does requiring registration for tickets or community posts.

  • 0

    Just use Zendesk's captcha feature?

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