Marking a ticket as spam and suspending the requester

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  • Larisa Moore

    Since "Mark as spam" is no longer available in Community in Help Center, will suspending a user automatically delete their posts? We found that activating the spam filter was catching some valid posts from real customers, so we turned that off, but today (months later) we suddenly had an influx of spam posts in our Community.

  • Jessie Schutz

    Hi Larisa!

    Just as a point of clarification, the "Mark as spam" link will reappear if you re-enable the spam filter. It's just missing because the filter has been disabled.

    Suspending the user from the agent interface will not remove their existing posts from the Help Center; this will have to be done manually.

    What we do here at Zendesk is check the spam filter daily to make sure that nothing legitimate gets caught up in it. It only take a couple minutes and it catches way more spam that legitimate posts so I find it to be a worthwhile part of our workflow. It might be a way for you to strike a happy medium.

    Please let me know if you have any other questions!

  • Larisa Moore

    Oh! Whoops. We thought it was safe to turn off the filter because agents had the ability to mark posts as spam manually. Since today is the first time in 6 months we had much volume of actual spam, I guess we'll stick with having it off and just deleting the spam posts.

  • OliviaBasileo


    We are getting quite a few spam voicemails and I'm concerned that we're going to be charged for them. Is there any way to prevent them from reaching us, or not to be charged for calls that are spam?


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