Hello everyone. recently we have been receiving a large number of spam tickets from facebook messenger. We have been manually marking them as spam in bulk and I don't think this is a viable option. This spam comes in from different emails every single time.
Is there a way I could block this or mark them as spam with trigger and automation?
Hey @nick11 -
I'm sorry to hear that! Do the messages have any commonalities between them (other than the channel)? If so, this could help you build in a trigger that looks for those commonalities as conditions to action the ticket and possibly take action on the requester. Looking forward to your thoughts!
Brandon
Hey @brandon(729)
The only commonalities that we can identify is the message content. Example below.
Unfortunately, even the message comes in with various language and sentences. So its hard to pin them down with 1.
I've set the following trigger but for some reason, its not firing. Any thoughts?
That's about all you can do, unfortunately. Maybe someone from the community will have other suggestions. Keep fighting the good fight!
Hi @nick11
I'm glad I found your thread. I'm experiencing the exact same issue with similar spam messages appearing in different languages. It seems the current trigger system isn't very effective in filtering tickets from social media channels.
I created a trigger similar to yours, which worked for a while and blocked about 60 tickets, even if it wasn't 100% effective.
However, the other day, I tried to add more conditions to the trigger and it totally stopped working all together. I have no idea why, and I’m unsure what to do next. It’s frustrating because there used to be an option to create custom automation with keyword filtering directly on Meta, but Meta removed the feature…which makes zero sense.
Unfortunately, it seems the only solution is trial and error, which isn't reliable and often fails. I really hope Zendesk comes up with a better way to address this issue, as it significantly slows down our team's workflow.
If you've found a more effective solution since your last message, I'd love to hear about it.
Thanks.
Ben
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