SPAM in Support
Hi, since yesterday we have received a lot of spam on zendesk Support. I have increased security but still keeps on. I put the domain on a blacklist, but nothing helped. Can somebody please help? Thank you
Picture: https://nejkam.static.s1.upgates.com/c/c5da6da493a83f-zendesk.jpg
-
Hi Ladislav,
Sorry to hear you're dealing with spam on your Support account.
Have you had a chance to review our Changing Triggers to prevent spam announcement we released not too long ago?
This may help resolve the issue with new spam tickets generating in your account.
Let me know if you have additional questions or concerns as I'm happy to dig into this further with you.
Cheers!
-
If I understood it well, it is a reopened ticket, but in my case it is always different email addresses, which generates new ticket...
etc.....
-
We have the same problem at the moment.
-
We're having the same difficulties with the exact same domain and types of tickets.
-
Hi Sarah,
There are few steps to follow to catch these emails and close them.
To isolate spam tickets from the particular domain you will need to create an organization:
In Support go to Admin > (Manage) People > add Organization
Give a name to the Organization and add domain/s you need to catch, for example:
Make sure to Save changes.
After that you need to create a trigger that will catch tickets from the particular domain and also you will want to add a tag, that will be used later in an automation.
in Support go to Admin > (Business Rules) Triggers > Add trigger
Create a trigger name, then for the conditions (meet ALL) add following:Organization > Is > Spam qq ( the name of the organization with the domain qq.com) You might have a different organization name, you just have to make sure you pick correct one in the field that matches your requirements.
Status > Less than > Pending
Then for actions:Add tags > spam (if you do no have tag created, just type it in the field, it will be saved automatically)
Status > Closed
If you want to specify the channel (as spam seems to come via Web Widget), you can add an extra field under Meet ALL conditions:
This should now catch tickets and send them to closed automatically.
Now you might need to find all other tickets that are already in your system and close them - an Automation will help you here.
This time, click on Automation in Business rules and then > Add automation
Since in the triggers you added a tag to a ticket, now you can find them:Ticket: tags > Contains at least one of the following > spam
Ticket: Status > Less than > Solved
Ticket: Hours since created > (calendar) Greater Than > 1
Perform these actions:
Ticket: Status > Closed
Please let us know if this works for you or let us know if you have any other questions or need further assistance. -
Thanks Nicole. Since we don't actually have a web widget I just set up a Trigger to close any requests that come from one.
-
It would be nice for Zendesk to fix the spam issue.
These people are abusing the api to generate tickets, I cannot block the domain qq as I have legitimate customers who contact me from the same domain.
I did attempt to block the spam by triggers but found customers still managed to get themselves caught in the same trigger and had to recover hundreds of tickets.
I'm deleting 50+ tickets a day, it is getting ridiculous.
-
Hey Karl,
Thanks for bringing this to our attention!
I see you have a ticket open with our Abuse team related to this issue. We will continue working with you on that ticket to troubleshoot further.
Cheers!
Por favor, entrar para comentar.
9 Comentários