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

45 コメント

  • Matt Hannam

    They're not doing it for fun.  They're using your Zendesk account as an email relay to send spam notification emails to people who are not your customers. 

    They spoof the sender email with their target's email.  Your Zendesk account replies automatically with "Ticket Received: " [Title of the spam message] email to the (target) recipient.  The body of the spam email is visible inside the ticket.  

    This open mail relay is the default behavior for Zendesk Support unless you add the additional conditions to the auto-reply trigger.  

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  • Jamie Vogter

    Hi Max,

    We would love to take part in this. We have submitted tickets and have not had an issue with this until today. We received a small amount (looks like they were recognized as spam after about 50 tickets and the rest were marked as so) today for the first time in months.

    Thank you!

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  • 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.
    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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  • 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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  • Brett Bowser
    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 Bowser
    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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  • 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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  • Nicole S.
    Zendesk Community Team

    Michael, the focus for the product team has been on preventing things getting in in the first place, meaning improving the filtering and content blocking. So there are plans, but they're more around stopping the problem in the first place at the moment. 

     

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  • Nicole S.
    Zendesk Community Team

    Hi Lorin - 

    Have you implemented the content moderation filter and are you leveraging the functionality to "suspend user and delete all posts"? I realize it isn't a complete solution, but this should really help. 

    Our spam & abuse team is currently evaluating tools in addition to akismet to assist with spam; hopefully we'll have an update on that in the near future as well. 

    -2

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