In Freshdesk, we provide few options to protect your Helpdesk from any possible spam tickets coming from sources like Portal and Email.
For spam tickets created via Portal, enable CAPTCHA on your customer support portal. Navigate to Admin > Support Channels > Portals > Settings and select the 'Enable CAPTCHA to help avoid spam' option available under User Permissions for Portal.
For spam tickets coming via Email, we enable Proactive Spam Filter from the backend. This spam filter will check all the tickets coming through the Email channel and based on certain pre-defined conditions, a spam score will be associated to each incoming email ticket. If the spam score of the email is 6 and above, the tickets will be marked as spam automatically.
The purpose of this feature is to ensure that you have optimum spam deflection. However, please note that there are chances that some valid emails can be marked as spam, if in case these emails arrive via a Spam reporting IP or with a high spam score. You could keep track of those tickets in the Spam folder inside Tickets tab in Freshdesk and restore them if you deem that they are valid.
If you would like this feature to be enabled for your account, please drop an email to firstname.lastname@example.org. We'd be glad to assist.
For Russian spam tickets, you can set up automation rules like Dispatch'r and Supervisor to purge the Spam Tickets from your helpdesk.
You can set up a Dispatch'r rule to automatically mark such tickets as Spam using the following steps:
1)Go to Admin > Dispatch'r > New Rule
2)Under Conditions, click on 'Match ANY of the below' and select the condition as 'Subject or Description Contains' and enter the different Russian letters as seen in the screenshot below. You could copy and paste some of these Russian letters- б, в, г, д, ж, з, к, л, м, н, п, т, ф, х, ц, ч, ш, щ я, ю, и, Б, Г, Д, Ж, П, Ф, И.
3) Under Action, select the action 'Delete the ticket' and 'Skip New ticket email Notifications'
You can set up a similar rule under Admin > Supervisor > New rule to clear out the existing Russian tickets with conditions as 'Subject' contains using the above mentioned Russian characters.
Please make sure that the rule is re-ordered to the top so that this is the first rule that gets executed on these spam tickets.