9 Comments

  • Brett - Community Manager
    Comment actions Permalink

    Hi Ladislav,

    Sorry to hear you're dealing with spam on your Support account.

    Have you had a chance to review our Changing Triggers to prevent spam announcement we released not too long ago?

    This may help resolve the issue with new spam tickets generating in your account.

    Let me know if you have additional questions or concerns as I'm happy to dig into this further with you.

    Cheers!

    0
  • Ladislav Jenšík
    Comment actions Permalink

    If I understood it well, it is a reopened ticket, but in my case it is always different email addresses, which generates new ticket...

    2351886372@qq.com

    972224158@qq.com

    965209641@qq.com

    etc.....

     

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  • Ben Bos
    Comment actions Permalink

    We have the same problem at the moment.

    1
  • Sarah Paterson
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    We're having the same difficulties with the exact same domain and types of tickets. 

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Sarah, 

    There are few steps to follow to catch these emails and close them.

    To isolate spam tickets from the particular domain you will need to create an organization:
    In Support go to Admin > (Manage) People > add Organization

    ​​



    Give a name to the Organization and add domain/s you need to catch, for example:



    ​​

    Make sure to Save changes.

    After that you need to create a trigger that will catch tickets from the particular domain and also you will want to add a tag, that will be used later in an automation.

    in Support go to Admin > (Business Rules) Triggers > Add trigger
    ​​


    Create a trigger name, then for the conditions (meet ALL) add following:

    Organization > Is > Spam qq ( the name of the organization with the domain qq.com) You might have a different organization name, you just have to make sure you pick correct one in the field that matches your requirements.

    Status > Less than > Pending


    Then for actions:

    Add tags > spam (if you do no have tag created, just type it in the field, it will be saved automatically) 

    Status > Closed

    ​​


    If you want to specify the channel (as spam seems to come via Web Widget), you can add an extra field under Meet ALL conditions:
    ​​



    This should now catch tickets and send them to closed automatically.


    Now you might need to find all other tickets that are already in your system and close them - an Automation will help you here.

    This time, click on Automation in Business rules and then > Add automation

    ​​

    Since in the triggers you added a tag to a ticket, now you can find them:

    Ticket: tags > Contains at least one of the following > spam

    Ticket: Status > Less than > Solved

    Ticket: Hours since created > (calendar) Greater Than > 1


    Perform these actions:
    Ticket: Status > Closed

    ​​
    Please let us know if this works for you or let us know if you have any other questions or need further assistance.

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  • Sarah Paterson
    Comment actions Permalink

    Thanks Nicole. Since we don't actually have a web widget I just set up a Trigger to close any requests that come from one. 

    0
  • Karl
    Comment actions Permalink

    It would be nice for Zendesk to fix the spam issue. 

    These people are abusing the api to generate tickets, I cannot block the domain qq as I have legitimate customers who contact me from the same domain. 

    I did attempt to block the spam by triggers but found customers still managed to get themselves caught in the same trigger and had to recover hundreds of tickets.

    I'm deleting 50+ tickets a day, it is getting ridiculous. 

     

     

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Karl,

    Thanks for bringing this to our attention!

    I see you have a ticket open with our Abuse team related to this issue. We will continue working with you on that ticket to troubleshoot further.

    Cheers!

    0

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