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"Mark as spam" feature (tickets)

I'd love a "mark ticket as spam" feature that would not only delete the ticket, but also delete the associated user account that's created automatically.

64 comments

  • 0

    +1 for this feature

  • 0

    +1 as well.  I have a kinda clunky automation that's searching / closing certain bogus emails for me right now.  Really clutters up my historical ticket data.

  • 0

    We're currently using the API plus a cron job to purge SPAM tickets and their users.  We manually tag tickets (via macro) as SPAM when we see them.  It works pretty well for us.

  • 0

    This feature would be great especially if tickets that are marked as spam are excluded from all reports

  • 0

    We'd love this to!

  • 0

    I'd go further.

    I'd like to see a 'Nuke Spam' button on each incoming ticket.  Pressing that button would automatically:

    1. Delete the spam email.

    2. Delete the spammer from the people list

    3. Add the spammer's email address to the blacklist as a reject:

     

    [edit] on rereading the original post, it seems that we are after the same thing :)

  • 0

    we would like this too

  • 0

    Yes please.

  • 0

    +1 for sure.

  • 0

    Spam has become a critical issue for us on our zendesk in the lasst five days.

    I used to come in every morning and spend a few minutes jumping through zendesk hoops to:

    1. identify spammer

    2. view all tickets from spammer and delete - sometimes over 100 from a single address overnight!  That's a few pages of selecting emails to delete, selecting delete from dropdown box, confirming the warning, then listing the remaining spam and repeating this action a number of times.  Guys - this is time consuming and boring - there has to be a better way.

    3. Once spam tickets have been deleted, I then go on to add spammer email or domain to reject: blacklist filter.  This is time consuming and awkward given the way it is a tiny single line entry field.  Not good ergonomics on this.

    4 then I go to MANAGE > PEOPLE, find the offender, click to view their profile, scroll to bottom of page, click delete, confirm the warning, how many actions have I done there just to delete one spammer?  Loads.  And it takes a long time.

    We now receive more spam than legitimate email.  Spam handling (or lack of) is becoming critical.  Please look into this as a matter of urgency.

  • 0

    In cases where you get more spam than legitimate mail, something is wrong and you should open a ticket with us. Usuallly it's because your forwarding mail server does it's own spam detection and in a sense helps cheat our spam filters. This is what happened in your specific case John.

    As for the feature in general, it's absolutely something we want to do, but just have some things higher on our list. Thanks for chiming in everyone.

  • 0

    Zendesk, please add this feature soon! We use a good performance anti-spam filtering service for our email but some spam still slips through (1-8 a day). We really need to be able to quickly delete both the ticket and the user at the same time. A one click removal option.

  • 0

    +1 for this.   zendesk seems to be sending some good mail to "suspended" for spam and allowing bad mail through.... should be EASY to click "NOT SPAM" on the spam mail and "IS SPAM" on the others.   this is a pretty basic feature .... could probably be implemented as a GREASEMONKEY script if I really wanted to be nuts about it ... but honestly it should be much easier for you to do it than for me to tinker for 40 hours.

  • 0

    +1 for this. Just got started with zendesk and I'm suprised its not a standard feature!

  • 0

    +1 (just to state the obvious)

  • 0

    This would really help us as well, too.

  • 0

    +1 as well.  I was very suprised that this feature didn't exist as 'mark as spam' is now a basic part of every other email handling system I've ever used.

  • 0

    Hey Guys!

    Just letting you know we're listening to this. It would be really helpful if you guys could actually elaborate on the type of spam problems you get, what you do currently to prevent it and what you expect the 'Mark as Spam' to actually do.

    The problem with this is it's actually fundamentally a huge feature - we would have to either a) use some external software to scan all tickets and 'learn' on a per account basis what the account considers spam and what it doesn't or b) implement a learning anti-spam system ourselves. 

    With either solution, there will always be spam, and worse, false positives. So we would need to think about something like this very _very _hard - so no need to be surprised it's not there yet ;)

    Jake Holman
    Zendesk Support

  • 0

    As you said, no filter will capture 100% of the spam.  So that's we really need to be able to quickly delete both a ticket and the user at the same time for all spam that is not been identified and suspended by the Zendesk spam filter. Lets start with this feature and then work on better spam protection. Thank you.

  • 0

    Thanks, Jake. What I want - and what it sounds others are asking for as well, based on this forum - is a way to, with one click, delete the ticket and the user and add the user and/or his/her email domain name to the blacklist you've already got. Does that sound right, y'all?

  • 0

    Yes Meredith, that's what we need!

  • 0

    Jake, adding learning and automatic filtering is a whol 'nother level.... right now if you read the posts people just want a one click option to get rid of the spam and the spammer.  That's it.  That's all.  And that should be easy.

     

    Renee, could you share your "macro" with everyone?  Maybe that will help us.

  • 0

    Of course, it seems easy. Implementing something like this is not only a technical issue (what happens to mail processing performance when we start blacklisting masses amount of emails?) but an interface one too (how will a user manage that blacklist, does it require a new 'spam' settings page, etc).

    That's not to say we won't do it, it's just a matter of priority.

    _Jake Holman
    _Zendesk

  • 0

    _Jake, you're taking our simple delete spam and user feature request and making it complicated. For now we just need the basic functionality of deleting a spam and at the same time have it remove the user (spammer). Otherwise it's a two step process of deleting the spam and then finding the user (spammer) under People and remove them also. Skip the blacklisting, no spam learning feature, just the basics. Thank you.
    _

  • 0

    And no idea why my post was italicized, user error I guess - sorry.

  • 0

    SPAM = pain. At the very least can we have a blacklist box that isn't the length of 15-20 characters. This really sucks and would be a quick fix. I want a full text box so I can call out my spammers.

  • 0

    Jake/Morton:

    "In cases where you get more spam than legitimate mail, something is wrong and you should open a ticket with us. Usuallly it's because your forwarding mail server does it's own spam detection and in a sense helps cheat our spam filters."

    So, is ZD best practice to disable any spam detection on the forwarding mail server?

  • 0

    In our case, we find that ZenDesk does a reasonable job at preventing spam, and looking at our suspended tickets folder we seem to get a lot of it - 28k in 4 months! I've also noticed that we have had relatively few false positives that is great.

    On a daily basis, I'd guestimate that we still get around 50-100 or so tickets come through which are spam. Rather than blacklist specific senders, which doesn't seem like it would really solve the problem, and would create UI pain, maybe consider implementing a way for us to train your spam filters by marking things as spam or not spam. If you are using something like Akismet on the backend then this may be relatively straightforward.

    Currently I have my own triggers which help filter our a lot of the spam, and that helps. Going in another direction, the ability for me to run a macro which updates my trigger with new keywords or something would save time.

     

  • 0

    We also have a spam macro.  Our problem is getting email marketing spam.  ZD often will not display the unsubscribe link, probably due to limitations with processing HTML emails. 

    Our spam macro is simple:

    * Mark resolved

    * Tag as spam

    * Assign to responding agent

    * Send message saying "please unsubscribe all @mydomain.com email addresses from your list"

    Unfortunately, most email marketers seem to ignore these written requests.  So ZD could get better at displaying emails with heavy HTML formatting that would help agents get off email marketing lists. 

    I agree with Jake, ZD is catching most spam, email marketing isn't spam per se, but we definitely would benefit from getting off these lists. 

  • 0

    Would also be very useful to be able to ban users from posting in the forum system, have a captcha on forum posts (and on the feedback tab) and also multiple delete on threads in the forum as I get repeatedly spammed on more or less a daily basis at the moment.

     

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