What does "Detected as spam" mean?

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20 Comments

  • Raymond Nyati

    Hi team, 

    I blocklisted a couple of emails on the Zendesk instance that were detected as spam to ensure that they do not appear in the suspended ticket view however the tickets are still trickling in. Are you possibly able to look into this for me. Thanks. 

    0
  • Josh
    Zendesk Customer Care
    Hi Raymond!
     
    Thank you for messaging us. You can doing a "reject" command for this sos that specific emails will be blocked completely. Here's an example:


    reject:randomspammer@gmail.com reject:megaspam.com

     
    Here's a link on guide how to use blocklist feature to it's maximum potential: Using blocklist feature 
    0
  • mfg

    How do I report excessive spam detection? We have seen an uptick in suspensions across multiple users and channels where there didn't appear to be cause.

    4
  • Christopher O'Neill

    +1 to Matthew's comment. We get a huge false positive rate on incoming emails, approaching double digits. How can we loosen these rules to ensure valid tickets aren't suspended?

    1
  • Servicecorp

    We also see this increase in false rating. 

    0
  • Josh
    Zendesk Customer Care
    Hi Chris!
     
    Could you share with us the cause of suspensions in the tickets?
    0
  • Christopher O'Neill

    @... they are exclusively "Detected as spam". But many are from our customers, email addresses like "john@company.com" and bodies containing product questions, i.e. not spammy things like "sign up for access to your own crypto account" etc.

    0
  • Josh
    Zendesk Customer Care
    Hi Chris,
     
    Thank you. Most common cause is that the user is suspended but if it's not, the email was flagged as spam by Zendesk's email detection filters. Some messages, if flagged with very high confidence of spam, are rejected entirely.

    For now, I would highly suggest recovering these tickets that are suspended which can help improve the sender's reputation going forward.
    0
  • Vincent Lofranco

    Hey Zendesk Support! 

    Question about how spam is stored in our metrics. 

    Within Explore, are "suspended" and "spam" tickets counted towards the `unreplied tickets` metric? 

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Vincent,
     
    Messages that are caught in the Suspended tickets folder aren't counted as actual ticket records so these aren't included in the metric calculations. For tickets that were marked as spam, since these tickets are deleted, they are also removed from the calculations in Explore. 
    0
  • James

    I wanted to ask about a problem I've been having which is really frustrating. We noticed soon after migrating to Zendesk that on some occasions, emails that a member of our staff send to our Zendesk system in order to create a new ticket are being marked as spam and this in turn suspends the member of staff automatically. This means they cannot raise further tickets until we realise and manually recover the suspended ticket and unsuspend their account.

    I've added our company domain to the email allow list but it is ignored, it still randomly marks as spam and suspended them. This is not acceptable; we want to ensure that any mail sent from our own domain is allowed through and we'll judge whether or not it is spam, but what is not acceptable is the suspension of their account.

    Please advise.

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi James

    I'd like to look at examples of this. Hence, I created a ticket on your behalf and will continue to assist you from there. Kindly check your email for updates. Thank you!

    0
  • Kevin Froleiks

    Is there a reason why some replies to our agents also get flagged as spam? I just unsuspended several tickets and some of them were replying to a response from one of our reps. 

    3
  • We are also seeing an increase in the last few weeks of messages and replies getting flagged as spam.  What is going on?

    3
  • Megan Gowen

    We also had an extreme increase in responses marked as spam over the past week. 

    3
  • Angela

    We are also experiencing an increasing amount of legit responses from our customers ending up in Suspended tickets with Cause of suspension = Detected as spam. Please resolve ASAP!

    3
  • Stephanus Becker

    Huge increase in false positives since ~ July 28 2023. We have customers that have successfully emailed us for years ending up in the Suspended List. Perhaps the email addresses have ended up on a compromised list that CloudMark is checking?

    Anyway, this is not a new issue (I first ran into + reported it in 2021) and it seems to go through phases where it's particularly bad. 

    Save yourself the headache and make it SOP to review the suspended ticket listed every day (that way, it'll also be easier to manage/get it done).

    Also, fwiw:

    Recovering an email from your suspended queue can help improve the sender's reputation going forward. Doing this sends a coded message back to Cloudmark letting them know that you believe the email to be legitimate. Depending on the cause for the spam rating this can resolve the issue for you over time, often just after a few recoveries. This allows for better results through dynamic analysis.

     

     

    2
  • Taylor collins

    We've been noticing lately that customer replies to our agents are also getting suspended, though it's rare. There are even situations where we go back and forth with a customer several times, then all of a sudden one of the replies gets suspended.

    Is anyone aware of a trigger/automation/workaround to prevent this from happening?

    2
  • Grant Schuemann

    Just adding on to the thread that we've also seen a significant increases in false positives marking emails as "Detected as Spam" including for users that had previously sent in emails successfully within the same ticket.

    0
  • Paolo
    Zendesk Engineering
    Hi,
     
    There are a lot of factors on why an email is being marked as Spam. Indeed, recovering the email from the Suspended Tickets view will help train Cloudmark’s algorithms not to mark subsequent emails as spam; however, it can take some time for the algorithms to update, so it may take a while to see the effect. 

    If you continue to see these emails being marked as spam in a few days, please do let us know by reaching out to our Support Team via the Widget, and provide a few samples of Suspended Ticket ID and Message ID. For more information, please refer to this article Contacting Zendesk Customer Support.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
    0

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