While the reliability and accuracy we've seen so far are high (as high or better than our existing tool), this is a new spam processor. Though we are able to see the results that would come from it (suspension rates, ticket creation rates, reasons for the spam designation), we are not able to spot check all tickets, and we are not able to guarantee that average rates across all accounts would hold true for any one customer. There may be specific factors unique to any one Zendesk account's customer base, email settings, or email forwarding set up that might impact the performance of this tool. Before we can safely roll it out to all customers, we need to test some live examples. We're using this EAP as a chance to test that. If there are issues, we can easily and quickly switch back to the original spam filter.
1. Check your Suspended Ticket view regularly during the EAP2. Provide feedback on false positives and negatives, both in product and through communication with us3. Provide up front feedback on what it is you're seeing now that makes you want to change