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Understanding and managing suspended tickets and spam



Edited Oct 18, 2024


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44 comments

We are using Zendesk for several purposes. One is to catch virus alerts from defender-noreply@microsoft.com. But those tickets are being suspended immediately. I have made a trigger, adding at tag to the tickets and assign them to a group. But that dosent help. Is there a way to avoid ticket suspension for tickets received from a particularly email adresse? 

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Hi team,

Would be great if we had more control of logging suspended tickets, post recovery. 

I've raised an improvement here: https://support.zendesk.com/hc/en-us/community/posts/6823334958490-Suspended-Tickets-Better-reporting-visual-capability

Many thanks! :) 

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Ashley Caputo

Zendesk Luminary

We have a specific email thread where each customer response is being suspended. I don't remember the cause, but it might be "automated response email." Is there a way to clear an email thread of a particular suspension cause entirely? I know this email is fine and I don't want to have to monitor the suspension queue so often for this one particular email's responses.

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Aleksandrs Galiullins

Zendesk Customer Care

Hi Ashley,
 
If an incoming email was suspended with the reason "automated response email", it could be related to that there is a specific header in incoming email that cause the issue as described in this article about causes of suspension.
 
It is recommended that sender works with their IT/Email Admin and see if there is a specific header showing to automated email that can be removed from their email server side before it gets forwarded to Zendesk.

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Hi Team

Does the spam filter only work on the email channel? No other channels are supported? eg: FB Messenger, Insta DM etc?
If it only works on the email channel, how would we manage inappropriate messages or spam from Direct Messages for example? I'm guessing we have to manually mark the ticket as spam and suspend the user?

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Destiny

Zendesk Customer Care

Hello Chad, 
 
Thank you for your inquiry regarding the functionality of the spam filter and its application across various channels.
 
You are correct that the built-in spam filter primarily operates on the email channel. This is because the filter is designed to recognize and manage the common characteristics of email spam, such as certain keywords, phrases, and patterns typically found in unsolicited emails.
 
For social, chat and web widget channels, the spam filtering capabilities are generally more limited within the standard Zendesk toolset. However, you can indeed manage inappropriate messages or potential spam by manually marking the ticket as spam and suspending the user if necessary. This action helps the system learn and improve over time, reducing the likelihood of similar messages getting through.
 
Additionally, incorporating user authentication can be an effective strategy to mitigate spam on these channels. By requiring users to verify their identity, you can significantly reduce the volume of spam and ensure that only legitimate users are able to initiate conversations.
 
We are always looking to improve our spam management features, and we appreciate feedback and suggestions from our users on this front. Please let us know if you have any other specific requirements or ideas, and we'll be happy to consider them for future updates.
 
If you need further assistance or have any more questions, please don't hesitate to reach out.

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Thanks so much Destiny .

Really apopreciate the clear response and fast turnaround :)

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Any change you'll make it so we can “allowlist” based on subject? We have a particular email we send to customers requesting a response and many of those responses are ending up in suspended tickets. I'd like all of those to come to support unless the user is suspended/marked as spam. 

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We have one Zendesk instance that covers six brands. Is there a way to separate the suspended tickets per brand, or edit the view to add a formatting option to filter by brand? 

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Alina Wright

Zendesk Product Manager

Betty – we're working on something called ‘Department Spaces’ which will launch in this quarter. Suspended tickets will be separated by Department (FKA Brand) and only those with membership in that department/brand will access those suspended tickets. Keep an eye out for an announcement!

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yes all my tickets are ending up in suspended tickets. How can I fix this? I have no support here 

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also, we cannot add any of our phone numbers(ring central app)- we use this daily and ave no tracking system. thanks 

 

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If we recover the email from this list -- does it flag the requester as not spam for the future?

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I wish there would be more solutions to fight the spam, but Zendesk support could not sort these issues for us, these are quite annoying.

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