If you are getting the spam tickets in your Kayako, you can prevent them from being created in your Kayako using different options explained below.
- Block-list the domain of spam tickets’ sender
- Changing the Spam Filter aggressiveness settings
- Hide the Start a conversation’ link for guest (non logged-in users)
- Use custom triggers
This article will guide you on how to setup these options in your Kayako.
1.Blocklist the domain of spam tickets’ sender
To blocklist an email or domain, login to your Kayako admin panel and navigate to Security > User registration section. Under the ‘Email blocklist’ section, enter email addresses and domains separated by a new line.
2.Changing the Spam Filter aggressiveness settings
The spam aggressiveness score can be changed through API call. The value of this setting ranges from 1 to 10, where 1 = most aggressive checks, 10 = spam filter effectively off. The default value is 5
The complete instructions with an example using Postman API tool are available here.
3. Hide the 'Start a conversation' link for guest (non logged-in users)
You can also hide the ‘Start a conversation’ link on your help center for guest users so that only registered users can submit new conversations. It requires changes in one of the templates and you can find the complete instructions here
4.Use Custom triggers
Add custom triggers to trash unwanted conversations based on specific rules. For example, this will trash the conversation if the message contains the phrase "$$$buyme$$$"
- Log in as Administrator
- Go to Agent area > Administration
- Open Triggers
- Add a new trigger, set a condition Conversations: Message content >> contains >> some string
- Add the action "Flow control: Trash a conversation"
With triggers, you can also prevent spam emails with Russian content
An easy way to remove Cyrillic-based spam as it enters your system is by deploying a trigger that looks for unique Cyrillic characters. ( Consonant letters in Russian: б, в, г, д, ж, з, к, л, м, н, п, р, с, т, ф, х, ц, ч, ш, щ and vowels а, э, ы, у, о, я, е, ё, ю, и , й)
To create a new trigger rule, login to your Kayako admin panel and navigate to Automation > Triggers. Click on ‘New Trigger’ button, and enter conditions for Conversations: Subject, select contains and add the nine unique Cyrillic characters shown in the image below, as nine unique or conditions. You can harvest these characters from Google or any spam samples you might have. Be careful not to use characters common with other languages.
Next, add an AND condition Conversations: Update Type select equals and then New Conversation Created. Finally, in the Perform the following actions section, select Flow control: Trash a conversation and then save you changes.
Every time a new conversation is created using any of these characters in the subject line, the system will automatically move these to the trash.