Looking to better deal with high number of spam messages

5 Comments

  • Lester
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    hi

     

    If they come from the same domain you can block it in settings/customer/blacklist.

    If its random accounts, you could try creating a trigger that looks for the text and closes the ticket.  We do something similar and add a tag that marks it as spam, our triggers, including the customer satisfaction automation avoids sending updates to anything tagged as spam.

     

     

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  • MyP
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    Thanks Lester,

    These are random accounts.

    While using triggers makes some sense, it defeats the purpose of dealing with this spam in the long term. Isn't Zendesk supposed to "teach" itself what is spam and what isn't? 

    Ideally, it would be great if I could either set a trigger to set these messages as SPAM (not just closed) or to add a spam filter manually.

    Of course, I'm open to other ideas.

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  • Lester
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    Hi MyP

     

    Thats the best way I have found but others may have a better solution.

    I don't let my guys use the 'mark as spam' function as every now and then, either something is miss identified as spam or a customer gets infected with something and we get a spammy email.  I always err on the side of caution. But then, we probably don't get as many spam mails as you so its less of a problem.

     

     

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  • Jessie Schutz
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    Welcome to the Community, MyP!

    Building on Lester's idea, you could use the trigger to divert these tickets away from your main views, so they don't clutter things up. Then you can check that view to mark those tickets as spam in bulk, which will help our spam filter learn what needs to be filtered out. It can sometimes take a little time for the filter to catch up to the spam, but it will get there!

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  • MyP
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    Thank you kindly for your suggestions. I'll do that.

    Give the recent surge in spam messages are from the same spammer - same structure, very similar text, similar links in the message body - I would expect the filter to pick it up fairly quick, but I guess it needs to be fed a little more.

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