How can I bulk delete spam tickets in Zendesk?

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22 Comments

  • Jen H.

    I went looking around the community and it looks like someone else figured out how to combine using a target to delete it, instead of just simply closing it.

     

    Here's the link for anyone trying to handle this as well:
    https://support.zendesk.com/hc/en-us/community/posts/203723688-Auto-Delete-a-Ticket-with-a-Trigger?page=1#community_comment_211682018

    2
  • Tom

    Unfortunately, if you have a basic account, you can't use the automation solution which would be the most helpful for deleting the thousands of spam support tickets I just got overnight from a Russian phishing spammer. The only way is to select all the tickets one page of 30 tickets at a time and delete them. This is incredibly time-consuming. It seems ridiculous that Zendesk doesn't allow ALL accounts some way to bulk delete spam without having to select each one. Or even better, provide a way to stop these spam emails from coming through in the first place. If I'm getting hundreds of new tickets every minute, Zendesk should recognize this as a possible spam attack and stop it automatically. 

    6
  • Nicole S.
    Zendesk Community Team

    Hi Tom - 

    Are you using the "suspend user" functionality? This should help as it deletes everything from a given "user" at once, and prevents them from sending more. 

    I realize spammers often set up many accounts, but if they sent more than 1 ticket from any given account, this will help wipe them out more quickly. 

    While there is some spam blocking functionality, we are also in the process of improving spam filtering, I'll see if there's any update on that. 

    -2
  • Tania Burstin

    This linking in the section about Marketplace Apps: BULK DELETE TICKETS, takes you to a Brazillian App. You can only download it if you have a Brazillian Tax Number (CJP)... so basically it’s useless.
    I don’t have Automation’s
    I can only delete 30 messages at one time and I have 6.5K.
    So nothing above is helpful.
    Why doesn’t Zendesk have a proper bulk delete option?

    1
  • Nicole S.
    Zendesk Community Team

    Hi Tania - 

    There's another app called Suspended Ticket Bulk Deletion that you could look into; I don't know if it would help with your particular circumstances or not. 

    If you have development resources, utilizing the API to bulk delete is the way to go, and another Zendesk user offered up a script he built in this comment. One of our Product Managers also suggest how to do so here

    As far as why the bulk delete option doesn't exist... my guess would be that it wasn't thought to be important at the time the platform was initially built, and it has been deemed a lower priority than other things to go back and build since then. That being said, I encourage you to add your voice and vote to this thread in Product Feedback: Add ability to bulk delete closed tickets.

    I'm sorry we don't have a better answer for you at this time. I know how utterly frustrating this is when someone gets hit with a large spam attack. 

    0
  • Tania Burstin

     Thanks Nicole

     

    I have good news.

    I was able to download the third party app which worked a treat!

    thanks

    Tania

     

    1
  • Jessie Schutz
    Zendesk team member

    Thanks for the update Tania! I'm glad you found something that works!

    0
  • Cole Krumbholz

    We at formspree.io needed to bulk delete a ton of spammy tickets. I didn't see any tools that made it easy, so I created this command line tool to perform bulk delete using the API. Maybe it will help someone else! 

    https://github.com/formspree/zdesk

    I just used it yesterday to delete thousands of requests from a spammer.

    1
  • Nicole S.
    Zendesk Community Team

    Thanks for sharing that solution, Cole! We'd love it if you'd want to write up a community tip about it.

    0
  • Tania Burstin

    Spam problem from Russian bots is back. Zendesk... what are you going to do about this now?

     

    Absolutely unacceptable that there is no bulk delete option (100 is the max)

    1
  • Joe Workman

    I am also getting thousands of Russian spam email. I emailed Zendesk support who refused to help me because my plan does not include 1:1 support. I've been a customer for 10 years and think that I have sent in maybe one email in that time. I don't need help on some routine thing. Your system is not properly working and I am getting spammed. You would think that you could help someone out in this situation. Ridiculous. 

    0
  • Joe Workman

    I should note that these are not in suspended tickets or in the spam folder. All of these Russian email are in my inbox.

    0
  • Brett Bowser
    Zendesk Community Team

    @Tania, how are these spam tickets being generated? Are they being submitted through email, ticket form, or web-widget? Any additional information you can provide is greatly appreciated :)

    @Joe, apologies for you being directed to the Zendesk Community forum. I double checked your ticket and it looks like one of our Customer Advocacy agents sent you a detailed response regarding this issue. Can you confirm you've received this email?

    0
  • Joe Workman

    @Brett - Thank you. I got a response from them after posting here. 

    0
  • Brett Bowser
    Zendesk Community Team

    Glad to hear it Joe :)

    0
  • Justin Federico

    Is there support for the new Bulk Delete app? I don't see the filters working properly.

    Example:

    We are showing 292 suspended tickets. When I apply a filter it shows a subset of those tickets but when I try to select all in that subset the button says all 292 tickets will be deleted. I cannot select just the subset of tickets for deletion unless I check them one by one. This is not the best experience.

    Also, the number of tickets being shown by the filter is defaulting to the number you have set for tickets to be shown per page.

    The previous app allowed you to set the criteria for what would be removed in bulk and then you could evaluate what was left over. This was very useful.

    We now have a paid app with less functionality and the app is pretty buggy.

    0
  • Predintha Jayasinghe

    +1 for Bulk Delete App

    0
  • Chris Fellows

    Hi Justin and Predintha,

    Thanks for the comments, and sorry you're seeing an issue.  We are looking into this and will work on an update.

    Chris

    0
  • Jim

    Can we have a shortcut to mark mail as spam. 

     

    If you can't do that, move the mark as spam item nearer the ticket contents,   save us all that endless scrolling 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jim,

    Thanks for sharing this feedback with us. Totally understand where you're coming from regards to the endless scrolling! I'll be sure to pass this feedback along to the appropriate team.

    Thanks!

    0
  • Julie Horton

    How can I grant access to the bulk delete/ mark as spam option to one or more agents?

     

    1
  • Erika Camille Sundian
    Zendesk Community Team

    Hello Julie,

    If you want your agents to be able to bulk delete/mark tickets as spam, you must grant them permission. Administrators must enable agents to delete tickets under the Admin icon, select Settings > Agents, then click Agents Can Delete Tickets. For help, see Enabling agents delete tickets.

    Note: On Enterprise, permission to delete tickets is based on Custom agent roles.

    For marking tickets as spam aside from agents must have the ability to delete tickets, they should have access to all tickets set in their profile as well.

    Thanks!

    1

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