We've seen a recent uptick in SPAM emails to our Support channels.
I was wondering if anyone had any Trigger/Automation suggestions to prevent an incoming email/chat that contains certain words.
Specifically I want to:
1. NOT REPLY to the incoming email if certain word(s) are in the subject or body of the email. (so the person sending the SPAM doesn't keep trying)
2. Automatically mark it as SPAM or delete the ticket.
3. Be easy to modify later as new words need to be added
I thought about creating a ticket trigger that is at the TOP of the list (since they are processed in order) that looks for NEW tickets only that include these custom words.
Has anyone else been able to accomplish this effectively?
Thanks for sharing your situation and the thoughtful approach you’re considering.
Creating a ticket trigger at the top of your list is indeed a good strategy since triggers are processed in order. You can set conditions to detect specific keywords in the subject or body of incoming emails. To prevent replying to these emails, make sure to avoid actions that send notifications and instead use actions to tag, mark as spam, or close the ticket immediately.
Here are a few tips:
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Use tags: Add a unique tag (e.g., "spam_detected") to tickets matching your keywords.
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Use terms condition: In your trigger conditions, use the "Contains the following words" option for subject and description fields.
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Set actions: Automatically set the ticket status to "Closed" or move it to a designated spam group.
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Easily update: Keep a maintained list of keywords in the trigger conditions, which can be modified as new spam patterns emerge.
Additionally, consider enabling Zendesk's built-in spam detection features and reviewing any third-party integrations focused on abuse prevention.I hope this helps! Feel free to share if you discover any other effective ways to handle spam.