Marking a ticket as spam and suspending the requester

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9 Comments

  • Larisa Moore
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    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.

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  • Jessie Schutz
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    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!

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  • Larisa Moore
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    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.

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  • OliviaBasileo
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    Hello,

    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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  • Jim
    Comment actions Permalink

    Please make a shortcut to mark the mail as spam. All that scrolling back to the top is bad for our health

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  • Marci Abraham
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    We have been inundated by Russian language spam in Support. Is it possible to mark tickets as spam in bulk?  I'm not seeing it, but I thought it used to be an option. As Jim said, all this back and forth is bad for our health :)

    Any chance there's a language filter of some sort? We don't serve any customers in Russia, so anything in Cyrillic characters is definitely spam for us.

     

     

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  • Nicole - Community Manager
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    Hi Marci,

    Unfortunately, there's not a native bulk delete function. But there are several potential ways to deal with this sort of problem in the following article:

    How can I bulk delete spam tickets in Zendesk?

    I hope one of the solutions offered there is helpful to you.

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  • Jim
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    Yes we get all that.  Just put the tools nearer the action. How hard can it be? 

     

    When we decide something is spam stop making scroll a mile to mark it as spam

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  • James Hunyar
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    The workaround provided is okay, but I would really like to be able to let non-admin agents mark tickets as spam without giving them permission to delete ANY ticket.

    1

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