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...
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.
over 2 years ago
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.
about 1 month ago
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.