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Spam Settings Keywords
Answered
Posted Dec 27, 2021
Can keywords be added as a spam filtering option?
For example, a recent wave of spam has been trying to promote a URL in the body text. It would be great if I could add this to a block/spam. (sample image attached)
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5 comments
Gab
I'm afraid keywords cannot be added in the spam filtering option. You may, however, create an automation where you can add the words that the system will identify and then set the action to Ticket: Status - Closed. Take a look at the image below for your reference:
For more information on how automations work, see About automations and how they work.
Additionally, if these tickets are all coming from the same email or domain you can use the blacklist on your account to block their access to your account. If these are coming from a specific domain, I would recommend adding reject:(domain name) or suspend:(domain name) to the blacklist and block the domain from sending messages to you.
If the spammer is using the same or similar IP address for every request, you can set some restrictions on access to your account using IP Addresses.
Although we do try and proactively identify spam content and block them from being created, hopefully the additional implementations of the options I've highlighted above will also help further towards preventing spam from coming into your account.
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Doris Dixon
Hello!
I am dealing with a similar issue currently, but most of the spam comes through our connection with Instagram. I have filtered out these messages in instagram, but they still come through to Zendesk as it does not discriminate between "hidden request" messages and "request" messages.
I've attached an example of the type of message we get. I'd like to use the function described above to identify and solve any message containing the term "micro" or "micro influencer but when I test the automation and set it up using the format above it pulls in no messages. We need to do this by the words/terms they use as these requests come from many many different accounts.
Thank you!
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Doris Dixon
I've done some testing and believe I need a option for the system to check the Body of the "chat message" not the Description. If it can't check what is in the message, this is useless for me.
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Dane
It seems that you have already submitted a ticket, #10582306, directly to our support. Please continue to work with the Advocate assigned to the ticket for this concern to be resolved efficiently.
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Ben Daley
Mind bogglingly short sighted work there ZD.
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