Almost every other day, we receive bot customer service "tickets" from a Chinese domain (that we've already blocked through Zendesk, by the way; @qq.com). We've received very little by the way of support on this and how to effectively stop this since it began.
This has been going on continuously for about a full year now and happens weekly. They still get through again, about every other, about 11-15 tickets at a time now.
You mention you already blocked this domain. Do you mean you added "reject:qq.com" to your block list in the Customers settings, or something else? If not, that would be my first step. That should prevent emails from @qq.com from even hitting your suspended tickets. If you'd like them to hit suspended still, just adding qq.com to the block list will suspend the incoming tickets automatically going forward, but make them still recoverable.
The block list is USELESS if you are using the Web Classic widget.
"That should prevent emails from @qq.com from even hitting your suspended tickets. If you'd like them to hit suspended still, just adding qq.com to the block list will suspend the incoming tickets automatically going forward, but make them still recoverable."
This is NOT true if you are using the Web Classic widget. If you use that widget you have to leave your entire support queue open to spam and the blocklist does not apply.
Here's the issue:
https://markuphero.com/share/TCeRFjTsAeMJIBnwGagc
We're getting the same QQ spam, despite it being on the blocklist as you can see in that URL
A blocklist should be universal but Zendesk's is not.
That makes the product basically useless for support.
@ryan105 Totally right, and I agree! For the widget, I set up a trigger to block requests based on email, that I think could work well with "Contains" for a whole domain. It hasn't always been super smooth, but the current version of the chat product, this works pretty well to block them from chat. I do wish that suspended users and customer block/allow lists were not all totally separate. 
This doesn't help. I don't want to use chat. I want to use a ticketing system e.g. the Web Classic widget.
And because we use that (not even exposed to the Web), we get our inbox filled with spam from the same domain almost every day and there's NO WAY TO STOP IT.
I wish someone at Zendesk would just own up to the fact there's a terrible product decision/architecture and either go fix it or kill off the web widget.
THANK YOU (all)! I think that this other way of blocking (the "reject:qq.com" way) has WORKED or at least (so far) SIGNIFICANTLY helped!
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Thank you for raising this. Upon checking the screenshot you have provided, the way you typed the "qq.com" in the blocklist section is incomplete. According to THIS it should be "reject:qq.com".