Russian spam, 37K so far, need a way to mark them all as spam

45 Commentaires

  • Tarah Theoret

    Hi Max,

    We would also like to participate - we had thousands of spam tickets created last summer in a 24 hour period. And in the last week we've had varying batches of spam appear in our queue every single day that we have to manually mark as spam. And for the larger batches, it's still quite time consuming for our development team to delete them through to API, so any solutions provided by Zendesk are appreciated. 

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi all -

    Just a quick note to let you know we haven't forgotten you! It's just taking a little time to get the EAP up and running. We'll follow up about it soon!

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  • Jennifer Mullen

    Hi Max,

    We are also interested in participating in this EAP beta trial as we are having a difficult time managing the Russian spam tickets being created in our instance. Thank you!

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  • Max McCal
    Zendesk Product Manager

    Hey, all - 

    As of today, we're ready to open early access. We'd done significant testing, and we're currently using our new spam filter in all accounts to block some of the most obvious spam. We'd like to try it out with a few willing customers. Obviously, there are some risks, but we'll always be able to roll you back to the old ways if the medicine is worse than the ailment. We can't be sure it will work well for everyone, and some configurations could lead to things being suspended when they shouldn't. The good thing is we'll be able to learn from any issues and improve the filter over time, which we cannot do with the existing integration.

    If you're still interested, please sign up here.

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  • Bec

    Hi Max I have grabbed your link and intend to sign up as well.

     

    We are getting spam from these as well, they're not hitting the form which is captcha protected and solved that problem, it's the ones that are going directly to default email support@zendesk... which I believe can't be changed?

    I've blacklisted all the .ru domains, dmarc is on etc.  The only thing I can't beat is the the constant stream of spoofed gmail addresses, if this helps it will be fantastic.

     

    Cheers

    Bec

     

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  • Stewart McLeod

    For those that do not have Automations or are just a little impatient, here is a quick way to bulk mark (using code) all the Russian tickets as Spam

     

    https://support.zendesk.com/hc/en-us/community/posts/360029023574-Quickly-mark-lots-of-tickets-as-spam-No-Automations-required-

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  • Brett - Community Manager
    Zendesk Community Team

    Thanks for sharing how you address this issue Stewart :)

    Super helpful!

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  • Sean LaRussa

    We just got hit over the weekend with Russian spam tickets - all coming in to the system support email address and not our customized address we use for our customers.  Does anyone have the new beta filter option turned on and working?  Is it helping?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Sean,

    Looks like you haven't received a response regarding the new spam filter. If this is something you're interested testing for yourself, feel free to sign up for the beta here

    Cheers!

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  • Sean LaRussa

    Brett - I did sign up for the beta but haven't heard back from anyone at Zendesk about it.

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  • Max McCal
    Zendesk Product Manager

    Hey, Sean - I set you up a couple weeks ago and sent you an email to that effect. I'll follow up with you.

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  • Tal Admon

    Hi Brett - Community Manager - I really want to sign up for the beta but it seems you have conflicting legal statements:

    On the introduction page in the Google Form you write that the new spam filter you offer in beta is "...fully compliant with all our certifications and standards"

    However in the agreement I have to sign to participate you clearly state that:

    Beta testing agreement
    (c) Zendesk obligations with respect to any certifications, including but not limited to, SOC 2, SSAE-16, PCI DSS, ISO 27001 or HIPAA shall not apply to the Beta Tools.
     
    I really hope it is an honest mistake and you will fix it quickly.
    Thanks!
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  • Amy Hunstable

    We are getting hit with 100's of SPAM now.  Was the Beta test successful?  

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  • Sean LaRussa

    We've been using it for 8 months now and it seems to work great.

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  • Devan - Community Manager
    Zendesk Community Team

    On Wednesday, February 5, from 10:00am-12:00pm CST, we'll have a special guest team of experts on hand to answer your questions about Support: Triggers and Email Workflows in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 5th, so if you've got something you want our experts to look at, post it today!

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