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SPAM PROBLEM - Freshdesk Portal Ticket SPAM

  • 6 March 2024
  • 2 replies
  • 68 views
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In admin portal settings we have captcha enabled to stop spam tickets (emails) however, it’s not working whatsoever. It’s getting worse and worse every month, and the quantity of SPAM tickets has gone up 4x in 2 months, 

 

I have emailed support multiple times about it, and they essentially say “It’s SPAM, so we don’t know how to stop it”. This isn’t really a response.

Has anybody else notices this escalating problem. We’re at the point that we are preparing to leave FreshDesk if it continues like this.

Is everybody else having the same experience?

2 replies

AndyRussell
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We use whitelisting so only certain domain names can log tickets and we are thinking of turning on ‘must be logged on’ to log a ticket to prevent impersonation of email addresses. 

The other issue is help articles, solutions, FAQ’s etc. as commenting on these also allows a ticket ingress route. 

We are even wondering if it’s worth making the support portal available at all to our customers/users.  

Would be interested to hear how you’ve been tackling this. 

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We considered all of those things too, but realized that we would be watering down so much of the value and a major initial reason we used Freshdesk, that it wasn’t worth doing.

 

in the end, this is a problem with Freshdesk, and they are dealing with it. They are indifferent, and that’s usually a telling sign to jump ship on a company and product.

It was annoying and a time suck, but we moved to HelpScout and wished we had left FreshDesk years ago for a company that actually cared.

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