Using the spam filter to prevent spam in your help center

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14 Comments

  • Patrick Morgan

    We have an SSO setup with our product and, because we trust our users not to misbehave so much, I have content moderation turned off.

    So I was surprised to learn that a couple comments/posts were marked as spam. A couple questions:

    1) I have some ideas about why the posts in question were marked as such, but I'd love to know what criteria the filter uses to determine something is spam.

    2) It looks like I "Follow" the Spam queue, but I received no indication that these posts were considered Spam. Bug? Or do I need to do something else to make sure I'm notified?

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  • Chad Mathis

    A fellow Zendesk admin and I are also currently experiencing the @... described in their second point.

    We also have content moderation off at the moment. My colleague and I both follow the spam queue in our Guide Admin. The most recent example of this happened this past Friday, though over the last month there have been a handful of others.

    FWIW, we receive other Zendesk emails notifications without issue, such as updates to community threads we follow and daily suspended ticket notifications.

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  • Patrick Morgan

    Tagging @... to get eyes on this. @..., this is exactly our issue. All our other email notifications are working fine—and I've quadruple checked my inbox rules to make sure they're not getting marked as spam (though I would appreciate that irony).

    If it helps investigate, I can provide specific comments that were filtered as spam which I can't imagine why they were considered spam.

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  • Anna Roussanova

    Hey Patrick and Chad, I wanted to let you know that I created a ticket for Patrick to look into this issue. I'll throw an update on here once I track down exactly what's going on.

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  • Anna Roussanova

    Hi folks, I wanted to let you know that our developers figured out the problem with content moderation emails not being sent and fixed it. So you should start seeing those emails now.

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  • Chad Mathis

    That's great news! Thanks for the update, @....

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  • Jason K

    Hi there,

    I have a similar experience as @.... I'll echo the same questions here:

    • I'd love to know what criteria the filter uses to determine something is spam.

    Specifically, because I had a team member in support reach out saying that an end user had been posting for the past week and eventually noticed her posts weren't showing up in the community. After the support person reached out I took a look in the Spam filter and low and behold, it was there - along with other content. We recently started a contest encouraging end users to post in the community and we have had an influx of posts coming in. This is the only thing I can think of that would trigger the filter but again, I'm not quite sure why.

    • It looks like I "Follow" the Spam queue, but I received no indication that these posts were considered Spam

    I'll have to wait to see if I start getting them now based on @...'s news.

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  • DesignSpark DC

    I have a user that kept getting flagged for SPAM content even though he is one of the starts of our forum. As we have zero control over the spam filtering, I can't even turn it off, he was getting really frustrated and I was getting frustrated with the lack of control of the platform settings

    Eventually he found out that he was only triggered for spam whilst using a VPN.

    I'm not sure why this would be or why even after marking al this users content as NOT SPAM his content continued to be sent to the Spam bucket for moderation

    I know more and more users will be utilising a VPN and I don't want this to escalate further in the future, can we have some control over our users Spam filtering?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Davecole,

    Do you still have some ticket examples from the last thirty days? if yes, our Experts might be able to check them for you. I suggest that you contact our support, you can contact us here

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  • Ole Dyring

    We have users posting in our community in multiple languages. Posts in English goes through smoothly, while posts in e.g. Danish is regularly, but unnecessarily, blocked by the spam filter.

    I would definitely like some more options for tuning the spam filter: Better language algorithms, option to 'white-list' specific users.

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  • Lyndee

    a little over a week ago, we began noticing spam arriving to our Inboxes. we have been going in and marking them as Spam (individually), but some of them contain lewd photos, which is very troublesome. nothing has changed on our end and i would love to figure out how to make sure these are actually caught as Spam before arriving to our unassigned queues. any helpful tips or tricks? 

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Lyndee,

    I created a ticket for your inquiry to further investigate. I look forward to your reply!
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  • Kiki Novitasari

    Hi,

    I have a client that uses our app to send emails to recipient.

    Every email sent will go to zendesk too.

    But, lately these emails have been caught in spam by Zendesk.

    Even though it has been marked as not spam on Zendesk, every email sent will go to the spam section on Zendesk.

    Can the Zendesk filter mark if each email sent from our application is not spam?

    Thank you.

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  • Christine
    Zendesk Engineering
    Hi Kiki,

    Depending on the suspension reason, we have outlined suggestions on how to avoid and resolve ticket suspension in our articles here: Causes for ticket suspension and Understanding and managing suspended tickets and spam
     
    We'll look into the issue in more detail in the support ticket you raise with our team. Kindly respond to the ticket with the information needed so we can investigate from there. We'll wait for your response. Thank you!
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