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Mark as Spam Link in Inbound Zendesk Support Emails
Posted Oct 19, 2024
Problem —
When I receive a spam email to our support email (Zendesk), I know immediately it's spam just by reading it. I spend unnecessary time to click the ticket link at the top of the email, log into my Zendesk support page, then click three more times to mark it as a spam.
Solution —
It would be super fast to just click a “mark as spam” link that’s pre-embedded at the top the original inbound support email. Zendesk to add this link just below the ticket number link. Clicking this link would trigger an action that will auto mark it as spam. Maybe the Zendesk system could bring up a web page saying it was marked as spam.
I see this as big value with little work for the entire Zendesk customer base. If there are others out there who would like this, please upvote this suggestion. Thanks.
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3 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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James Peterson - Eastern Logic
Hi Paul,
This sounds like a cool feature. Although I can't provide this exact feature, it may be possible to build something similar with a workaround. Basically, you would respond to the email and leverage the Zendesk Mail API. You could add a tag to the ticket with the Mail API which would auto-close the ticket. You could potentially even add an API request via webhook to the Mark Ticket as Spam endpoint described here, which would more fully replicate the mark as spam workflow. Please feel free to reach out to support@easternlogic.hk if you have any questions.
Cheers ~~
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PCAREY
We also received a malicious email that someone sent to support@company.zendesk.com. It looked legit because it gets resent to our team via Zendesk, and was now an official ticket. The links included in the malicious email were also included, while the URLS were not shown unless you hovered over the links. The URLs were clearly malicious, and were asking to verify emails, most likely taking you to a page to reset your email, allowing the hackers access to your zendesk accounts. I
It would be great to have a feature to 1) block links from unverified or all emails if the client chooses so 2) show the full link prior to having to hover over the link so users could see that it is clearly malicious 3) block email generated tickets from unverified domains or 4) some other tool to identify spam or malicious email generated tickets.
This is a big risk to allow anyone to just spam our zendesk with malicious links without any mitigation.
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