Using the spam filter to prevent spam in Help Center Follow

Comments

14 comments

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    Scott

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

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    Maggie Ungerboeck

    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?

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    Jason Schneid

    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?

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    Brittany

    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!

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    Pulse

    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.

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    Michael Weeks

    Just use Zendesk's captcha feature?

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    Ketty

    I want to know, what does the zendesk done to unti-spam email?  and filter the spam email change to tickets?

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    Nicole Relyea

    Hey Oneal -

    We use Cloudmark for spam filtering. You can read more about how spam filtering works in the email and ticketing system here: 

    What does "detected as spam" mean? 

    Hope that helps! Let us know if you have any further questions, and welcome to the Zendesk Community!

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    Rebecca Bratburd

    "Lite" and "Professional" plan users should be able to enable Zendesk's spam filters. Is "lite" that a typo? Should it be "elite" plan level? Or is the spam filter feature available to "essential" plan level Zendesk users? (Reference: https://www.zendesk.com/product/pricing/)

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    Nicole Relyea

    Hey Rebecca - 

    Welcome to the Zendesk Community! 

    You are correct, Lite and Professional plan users do have the ability to enable Zendesk's spam filters. It's not a typo; this is a functionality available for Help Centers on all plans. This article is specifically referring to the spam filter for Knowledge Base comments and Community posts.

    "Essential" is a plan level for the Support product (which is different from Help Center), but the Essential plan for Support does include a basic Help Center. So... yes, Essential users do have access to the spam filters. 

    I hope that helps clarify things - let us know if you have further questions. 

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    Rebecca Bratburd

    Hi Nicole,

    That's very confusing, actually. I'm unable to find any spam filter options at all, other than to mark individual messages (or thirty messages in bulk at a time) as spam. Meanwhile, I'm receiving 4,000+ spam messages in my Help Center every day. Would you be able to point me in the direction of help with spam filtering?

    Thanks.

  • Avatar
    Nicole Relyea

    Hey Rebecca - 

    Wow, 4,000+ does sound daunting. I have a few questions for clarification so that I can better answer you: 

    1) What settings/options are you looking for?
    To get to the settings you want to go into your Guide Admin panel, and then click the gear icon on the left. From there, you can add words to your content moderation queue, which can be really helpful if a lot of the spam you're getting is the same stuff over and over or has similar words/themes. 

    2) Is the primary concern spam that is actually getting published in your Help Center, or is it getting caught in the filter and you're wanting to do something different from within the moderation queue? Unfortunately 30 at a time is all the interface allows for, so that's not something you can change. But, if it's not getting caught and is getting published, there are some things you can do to make the filter work better. 

    3) Are you suspending the users or just deleting the messages? 
    Suspending a user also deletes all of their messages throughout the entire Help Center, and prevents them from being able to create any new posts. This could help you get rid of things more quickly if you've got spammers who are posting a lot. Say, for example, one account posted 100 spam messages, if you suspend them, it will get rid of all 100 at once. Also, consistently suspending spammers helps cut down on it coming in. 

     

     

     

  • Avatar
    Rebecca Bratburd

    Hi Nicole,

    I'm looking for internal spam settings within Zendesk to cut down on spam. After clicking the gear icon, I'm only seeing the following options under manage: people, views, macros, reports, tags, ticket fields. I don't see anything resembling content moderation queue. 

    Is Help Center the same as Dashboard/tickets requiring your attention? I'm assuming it is. I don't see a spam filter anywhere. All the spam is resulting in thousands of new tickets which all require my attention. 

    I've been marking spam messages as spam, by selecting Edit 30 ticket(s) --> Mark as spam. Unfortunately it looks like there's a slightly different email address behind each message. Is there a way to block messages coming from a certain domain? It looks like most messages are coming from email addresses @qq.com.

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    Nicole Relyea

    Hey Rebecca - 

    Yes, you can definitely block messages coming from a single domain by suspending the user. 

    First, make sure you're in your Guide settings area and NOT in Support - I make that mistake all. the. time. But you won't see these settings if you're in Support. This is the page you're looking for: 

    Once you've got that properly set up, you'll be able to moderate your spam via the icon that looks like a chat bubble with an exclamation point in it. Here's what the moderation queue will look like: 

    If you mark a message as spam elsewhere, it will show up in this queue. Then you'll see an option to "Suspend User" and you'll want to use that. 

    I hope this helps - let me know if you still can't find it and we'll see if there's some other troubleshooting that needs to happen. 

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