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Spam Detection - Too Many False Positives
Posted Sep 30, 2020
Sonny the support rep on my ticket requested I post this here.
The spam filter (Suspended Tickets system) catches a little over 1600 tickets/week for us, and we estimate only 10-15% are actual spam.
Feedback 1: Please give us tools for more proactively training the spam filter. Word & phrase whitelists + aggressiveness settings would be a start.
Feedback 2: Please allow us to turn it off entirely should we prefer. I've done some searching and don't see any way to do this.
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2 comments
Todd Dunayer
Would be great to have some controls here, too many false positives.
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Eckhard Doll
We had this issue too but signed up for the email spam filter EAP. The new filter system works much better for us. https://support.zendesk.com/hc/en-us/articles/207106547-Current-and-upcoming-Zendesk-betas
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