Support the use of reCaptcha on web widget chat form

37 댓글

  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Hi there,

    Ramin here, one of the Senior Product Managers working on Chat. Just wanted to give a brief update on what we have done in the last couple months to help reduce chat spam attacks through the widget.

    We have built backend features that attempts to detect common spam patterns and it was released to all customers on November 20th. Since then, multiple spam attacks that would have generated 1k+ chats are being blocked all together or being reduced. 

    Obviously, fighting abuse is a cat and mouse game and we can't block all spam messages that are sent. If you are seeing an attack on your account, please notify our support team (email support@zendesk.com) with the content of the messages you are receiving and we will look into it further.

    You can also look into using a service like Cloudflare to block bad traffic to your website as another measure of reducing spam across your website. 

    The abuse team outside of the Chat product team are also looking into further measures to reduce spam across all channels that Zendesk supports (including chat, tickets, community + article posts, etc).

    Thanks,

    Ramin

     

    -1
  • Fawkes P.
    댓글 작업 고유 링크

    Hey Ramin

    There has been no noticable change in the amount of spam recieved around the 20th of november and onwards. You seem to be putting yourself into a cat-mouse scenario by building these backend pattern recognition features yourself, rather than using tried and true solutions for battling such botnet attacks --- the contact form has reCaptcha support, why not the chat?

    Probably not great PR to direct paying customers to a third party service (Cloudflare) for your own incompetence.

    Like others have mentioned, we are also considering leaving.

    0
  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Fawkes P. please send the content of your spam messages to us and we will investigate it further. The Web Widget and Abuse team have considered and tested using reCaptcha support and they were not happy with the results overall. Also understand that many of our customers have global reach and reCaptcha is blocked in certain countries (like China), so it isn't as easy as just adding reCaptcha and calling it a day.

    I can assure you that many teams in Zendesk are working on solving this problem in a way that fits all types of customers without compromising on the end user experience in the widget. 

    0
  • Martin Metodiev
    댓글 작업 고유 링크

    Because ReCaptcha is blocked for China it would not be available for the rest of the world!? Seriously?

    Let's implement it with the option to turn it on and off - if someone is having an issue with it, they can disabled or not turn it on, the rest can turn it on and use it.

    Possible?

     

    1
  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Martin Metodiev it isn't the sole reason, was just used as an example of what has been considered and tested. If we have anything more to share regarding the option to add reCaptcha to the widget experience, we will let you know here.

    You can also explore building a custom widget using the Web SDK and integrate reCaptcha as an option to have it now. You can learn more about the Web SDK here: https://api.zopim.com/web-sdk

    Sample code to get you started can be found here: https://github.com/zendesk/zopim-chat-web-sdk-sample-app

    0
  • Nayan Chowdhury
    댓글 작업 고유 링크

    Hello,

    Spam from web widget is creating mess. You should implement it right away. And if it is blocked in china, then code it in the way that if the source IP is from china, then use another method which you think will help to reduce spam.

    Your service is getting hampered with enormous number of spams. I had to delete 2800 spam in a single day and do you think this is good for your service?

    Please take initiative to activate it.

     

    Regards

    1
  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Nayan Chowdhury please send a ticket to support@zendesk.com with the contents of the spam chats/tickets you are receiving and the engineers will investigate it further for you. Thanks.

    0

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