Just saw 3,000+ tickets come in via email -- all Russian SPAM. We have correctly introduced DKIM, etc for our FreshDesk domain
Closed for Voting
Russian SPAM influx
I can guarantee you it will not work .
I contacted them, they enabled the anti spam,
I manually deleted about 2500 false email… Today I am back at 3500
thousands of russian tickets.
yes i can delete and get rid of them, but they added 10k to my ticket counter... I could more or less watch them come in, multiple tickets per second.
There should be an option not to allow tickets via email. I have never added a ticket via email, and neither have any of my customers. So either get rid of that vulnerable capability, or make it an options please, so I can turn it off !
It started again >500 tickets in a few hours today.
The new thing I noticed: It was send to help@[ourname].freshdesk.com
We have not setup help@
Why is it possible to send to this address?
I just emptied hundreds out of SPAM. And we also have never had a legitimate ticket created via E-mail. We need a way to turn E-mail ticket creation off.
+7- Community Manager
My apologies to everyone affected by the spam tickets. We’ve worked on some new checks for preventing the creation of spam tickets.
We're enabling it by default for all new accounts and on request for our existing customers. You can either reach out to support@freshdesk.com or confirm in this thread (that you want to try it out) and our team will reach out to you.
Understandably, everyone who replied to this thread would want to resolve the spam issue. However, the fix that we provide might impact certain workflows. Since each team works differently, we’d like to talk you through how the filter works before enabling it. This is just to ensure that there is no significant impact on how you work.
Hope this was helpful :)
Karthik
+7- Community Manager
Sure. I've created a ticket for
Our support team will get in touch with you soon to set up the spam filter
Please help us. We also have more then 6000 Russian spam contacts in our database. Could you delete them all (all with Russia letters in there name)?
THX!
Yet again, we’re getting hundreds, if not thousands of spam emails.
This NEEDS to be sorted ASAP as otherwise, we’re moving away to another Helpdesk solution. When we first had this, about 8 months ago we got around 14,000 SPAM tickets and your response was ‘we can’t revert the ticket numbers’ so our customers now think we get this many support tickets it’s ridiculous.
Sort this out ASAP or we’re off!!
Hello,
We have already moved away to another provider (Accelo) after being Freshdesk custoners for 2.5 years. The complete failure to take action regarding this spam and the fact we had to reach out and implement solutions ourselves was very poor. Also, the lack of any ETA for a fix was woeful. Surely a helpdesk provider should know these are requisites?
If this problem still hasn't been fixed then I suggest you also vote with your feet.
Cheers,
Ian
+7As stated various times in this trail, Freshdesk are implementing the solution standard for all new customers, and for existing ones on a request basis. Maybe it would have been better to implement it for existing customers without asking, but they obviously don't want to mess up anything in existing setups.
In my experience they switch it on quickly once this is requested, and are also quick to react when one of two spam messages still made it through on our site.
So just raise a ticket and take it from there...
Mark,
We have had this supposed SPAM filter enabled on our account for about 6-8 months when the initial outbreak occurred.
The problem has happened again, despite this new filter along with our own rules in place so Freshdesk need to sort it out once and for all.
Hi Mark,
Not once did anyone from Freshdesk reach out to us with this proposed solution. This was our issue from the outset. We were the ones asking for help when they should have contacted us when the problem first started and worked with us to find a fix. I would really expect a more pro-active attitude. Shit happens - it's how you dfeal with it that makes the difference and on that front FD failed.
Cheers,
Ian
Ian,
Same here. Nobody reached out and we only found out after badgering them into a resolution.
I’ve googled Accelo, so will book in a demo and see what it’s like, as it offers much more then a helpdesk too.
What sort of cost is it, as I can’t see anything on their site?
Thanks,
Mark
+7I fully agree that response was very sluggish. I am not trying to defend them.
But three months ago Karthik Kumar stated in this post that there was now a solution (yes, very late). That was what I was referring to. So anything that has been active for 6-8 months is not using the solution Freshdesk now claim to have.
Set up Ticket Creation Rule under Automations on Ticket Creation
But I have 2 questions:
1. How does one ensure that no ticket number is created for each one sent to spam?
It really skews the ticket numbers when you get a blast of 1000 spam emails! There should be a condition on the receipt of email "do not create a ticket" if the spam conditions are met.
2. How do you ensure that each instance does not create a Notification record?
Even though I specified skip notification it creates a notification record for each processed email to spam
Example of Ticket Creation Rule
+7Hi Jeff,
The simple answer to both questions is: you cannot. But if the described solution works for you then the new fix will also work. For get this you raise a new ticket: https://support.freshdesk.com/support/tickets/new, refer to this forum discussion (or explain the problem) and ask them to switch on the fix for your account. They will then get in touch, and after checking a few things, will switch it on. You should receive no more tickets. Works for us. I don't understand why they don't switch it on for everyone, but maybe if you get legit Russian tickets there could be an issue.
See also the post of Karthik Kumar on the previous page.
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