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Mariam Khan
Joined Oct 16, 2021
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Last activity Aug 10, 2023
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Latest activity by Mariam Khan
Mariam Khan commented,
Just recently commented on another thread. Feel free to reference my response here: https://support.zendesk.com/hc/en-us/articles/4408820838810/comments/6023143121434
Blocklist worked for us!
View comment · Posted Aug 10, 2023 · Mariam Khan
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Mariam Khan commented,
Hey Mark Szymanski - our company was experiencing the exact same issue with our web forms receiving an influx of requests from the same domain.
Zendesk's only response while unhelpful for our workflow was to enforce users to register for an account in their ticketing system before allowing them the ability to submit a request.
What worked for us (but may not work for others) was adding this domain to our blocklist using reject:qq.com
After we did this, I am happy to say no more SPAM emails have come through at all. Please note you can use suspend:qq.com instead if you would still like these to come through your Spam folder. The reject keyword just prevents them entirely from coming through your Zendesk queues.
It's also important to note that the spammers can use other domains to initiate these requests, but I am happy to say that hasn't been the case for us.
Another alternative provided by Zendesk's Support team was to remove variable placeholders from both our triggers' subject lines as well as body templates. Again this wasn't a solution for us since we use these placeholders to notify end-users and notify internal workflows but just listing all available options.
If you decide to go with the blocklist out, this article will help: https://support.zendesk.com/hc/en-us/articles/4408886840986-Using-the-allowlist-and-blocklist-to-control-access-to-Zendesk-Support-
View comment · Posted Aug 10, 2023 · Mariam Khan
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Mariam Khan commented,
Same! Our team has also recently undergone a high volume of spam tickets and the suggestions in this article thus far have proved quite unsatisfactory. We are not in a position to allow all of our end-users to sign into our Knowledge Base to access helpful content.
We need an alternative that supports both workflows as opposed to being forced to use an option to address a limitation in Zendesk's platform.
View comment · Posted Jul 31, 2023 · Mariam Khan
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