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Spam

Related products:Freshdesk
  • January 11, 2014
  • 5 replies
  • 51 views
E
Apprentice

I have a rule that makes it so only certain email domains can get through (our business email domains only). So if a @hotmail.com or @gmail.com emails us, it will automatically get marked as spam and deleted. HOWEVER, it still increments our ticket numbers :/!!!


I need a way to have it so whenever a ticket is automatically marked as spam and/or deleted, it will NOT even get a ticket number. This will prevent our counts from being off for audits. If we want to mark a spammed ticket as not-spam, then it can get the next available number.


We need this to work for both email replies and portal entries (we use google sign-in, as our company uses Gmail for Business with our own domains).

I can set the email account to only forward to FreshDesk if it is our domain, but that does not work for portal entries as anyone with a Google Account could access the portal...


Thank you!!! - Elliot

5 replies

D
Community Debut
  • dewet
  • Community Debut
  • March 3, 2015

I would also like to know how we can get rid of this problem. We don't want the Spam emails to effect our ticket numbering.


Regards, 


R
Contributor
  • rkeyser
  • Contributor
  • August 22, 2016

I agree.  We're in the first week of our support site launching and SPAM is throwing off a true reflection of resolution and work volume. 

T
Community Debut
  • tony_15770
  • Community Debut
  • April 17, 2019

Hi,

we're being hit by tickets that are being raised by Russian email accounts. We have captcha in place, all agents have reset their passwords and we have prevented users from creating their own accounts in the customer portal but they continue to spam us.

Can you help?

O
Contributor
Forum|alt.badge.img+7

Not sure if you are aware of this discussion: https://support.freshdesk.com/support/discussions/topics/326810

But I think FreshDesk has addressed it now anyway.

V
Community Debut

Hello Folks,


Good day :) 


Instead of configuring Ticket creation rule to mark tickets from certain domain as spam, you can configure Helpdesk restriction and mention the domain for which the tickets have to created so that only valid tickets will be created and not increment the ticket ID.


Hope this helps


Cheers! 

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