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Solutions feedback spam

Related products:Freshdesk
  • September 11, 2020
  • 3 replies
  • 151 views
R
Apprentice

Our portal started getting thousands of spam Support feedback submissions per hour. I was able to set up filters to mark the incoming tickets as spam, but couldn't stop the flood of "you have been added as a watcher" emails. Ultimately we had to require a login for the Solutions page, which makes it drastically less useful.


Disabling the feedback as described in https://support.freshdesk.com/support/solutions/articles/213274-content-management-receiving-feedback-on-an-article doesn't help, as it makes the form invisible to humans but still usable by bots.


Could any of the following be implemented to mitigate this problem?

* a CAPTCHA on the article feedback form
* an option to fully remove the feedback form rather than hide it
* an option to disable the "you have been added as a watcher" emails


Thanks


3 replies

lisae
Community Debut
  • lisae
  • Community Debut
  • February 8, 2023

Was this archived because a solution was implemented, because this is an ongoing problem for us. We get an average ~5 of these emails a day, and then 5 “you’ve been added as a watcher” notifications, which is not a lot but there’s no reasonable automation we can implement for this, so a human has to spend a few minutes everyday dealing with these, which over the course of a year is ~12 hours of time that is spent on this instead of something useful and it baffles me that this isn’t a solved problem.

Captcha would be ideal on the feedback form. At a bare minimum the ability to disable feedback rather than just hide it from humans (and not bots as the original author noted), and disable the watcher notification.

Basically everything the original poster said, 2 years ago.

    D
    Community Debut
    • DanielN123
    • Community Debut
    • April 4, 2023

    There is no solution to this problem. We also receive a lot of spam mails in the recent days. By requesting a solution from Freshworks several times I always got turned down with asking me for my patience and not hearing any updates from them in months. 

    I do not understand either why it is so hard for them to implement captchas or at least give us the option to remove these feedback-forms. 

    Since I asked several times for a solution and never got a detailed respond I am highly doubting that they are gonna provide us a suitable solution soon. 

    Maybe I will be surprised and convinced otherwise (hopefully) but I do not think so :/

    sola.carol
    Community Debut
    • sola.carol
    • Community Debut
    • November 6, 2023

    We are currently experiencing this problem and looking for solutions. How is it possible for it to be so difficult to put a CAPTCHA on this page?

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