What does "Detected as spam" mean?

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10 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.

    3
  • 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?

    0
  • Mikael B

    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

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