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Ross Thomas

Joined Apr 18, 2023

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Last activity Feb 19, 2025

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Latest activity by Ross Thomas

Ross Thomas created a post,

Post Discussion - Tips and best practices from the community

We've seen a recent uptick in SPAM emails to our Support channels.

I was wondering if anyone had any Trigger/Automation suggestions to prevent an incoming email/chat that contains certain words.

Specifically I want to:
1. NOT REPLY to the incoming email if certain word(s) are in the subject or body of the email. (so the person sending the SPAM doesn't keep trying)

2. Automatically mark it as SPAM or delete the ticket.

3. Be easy to modify later as new words need to be added

I thought about creating a ticket trigger that is at the TOP of the list (since they are processed in order) that looks for NEW tickets only that include these custom words.

Has anyone else been able to accomplish this effectively?

Edited Feb 19, 2025 · Ross Thomas

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Ross Thomas commented,

CommentService Level Agreements (SLA), macros, and CSAT

Is there a way to list via the API, the tickets that the Macro specified was used for?  The Current “include” shows the QUANTITY but not the actual ticket list.

View comment · Posted Dec 09, 2024 · Ross Thomas

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Ross Thomas commented,

CommentBusiness rules

Am I missing something?  Are we able to edit the default placeholders or is this just explaining how these placeholders work?  If we CAN edit them - WHERE?  That isn't detailed anywhere in the KB.

View comment · Posted Oct 17, 2024 · Ross Thomas

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Ross Thomas commented,

CommentSetting up Zendesk Guide

One of the steps listed above is for the Cloudflare changes to support the DNS changes we're implementing.  However my Zendesk login doesn't allow me to log into the Cloudflare site.  Does this change only allow those people USING Cloudflare for DNS to update those details?

View comment · Posted Apr 18, 2023 · Ross Thomas

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