How Zendesk Detects Spam in Tickets
How does Zendesk detect spam in tickets?
Zendesk uses a spam filter service called Cloudmark to detect spam in tickets. While Zendesk doesn't have direct insight into Cloudmark's algorithms, they receive encoded 'fingerprints' to help analyze suspensions. Agents can recover emails from the suspended queue, which sends feedback to Cloudmark, potentially improving future spam detection accuracy.
More related questions
Why are my Zendesk tickets being detected as spam?
Tickets can be detected as spam for various reasons, leading to their suspension. This can happen if the requester was previously marked as spam, or if the content of the ticket is flagged by Zendesk's spam filter, Cloudmark, due to suspicious…
What types of tickets are marked as 'Detected as Spam' in Zendesk?
There are two main types of tickets that can be marked as 'Detected as Spam': those where the requester has been suspended, and those flagged by the spam filter due to suspicious content. If an agent marks a ticket as spam, it can suspend the…
What are common reasons for email suspensions in Zendesk?
Common reasons for email suspensions include users marking emails as spam, domain blocks, shared hosting IP issues, and suspicious email content. Other factors include poorly formatted HTML, unapproved words, and bulk emails using BCC. Ensuring…
How can I recover a ticket marked as spam in Zendesk?
To recover a ticket marked as spam, agents and admins can retrieve it from the suspended queue. This action sends a coded message to Cloudmark, indicating the email is legitimate. Over time, this feedback can help reduce false positives and improve…
Why might legitimate emails be flagged as spam in Zendesk?
Legitimate emails might be flagged as spam due to Cloudmark's stricter spam detection compared to services like Gmail. Factors such as email content, sender reputation, and previous spam markings can contribute to false positives. Regularly…
How can I prevent my emails from being marked as spam in Zendesk?
To prevent emails from being marked as spam, use a dedicated support address, ensure proper email formatting, and avoid using spammy words or practices. Regularly review suspended tickets and recover legitimate ones to help train the spam filter….
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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