Combating spam submitted via web service

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2 Comments

  • Celia Johnson
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    If I add the current user is end user, will that mean that people who submit tickets from the widget that aren't signed in, won't get a message that they opened a ticket?

    Also, why is Zendesk not alerting anyone proactively to the need for these changes?

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  • Ryan
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    Hi Celia Johnson,

    Thanks for your reply.

    Adding the current user is end user refers to the person making the last comment -- Essentially you're narrowing the trigger for only end users, to prevent both the notify requester of received request (the altered trigger) and the notify requester of proactive request (which provides the first comment from agents) at the same time. This will remain the same regardless of channel.


    "why is Zendesk not alerting anyone proactively to the need for these changes?"


    We actually made the announcement of default trigger changes three months back, which should have show under your admin settings within news. To make sure you don't miss these, I highly recommend subscribing to the Product announcement section: https://support.zendesk.com/hc/en-us/articles/360029449913-Changing-Triggers-to-prevent-spam


    -- As for proactively emailing --

    We've been sending small cohorts to affected users via email, though we have not widespread sent an alert out (beyond the announcement above). We're looking into more effective methods of sending out these messages and hope to have a widespread solution coming shortly.

    Apologies for the inconvenience overall -- If you have any additional questions, please don't hesitate to reach out to support, and we'd be glad to assist. 

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