Zendesk EAP - New Spam Filter
Zendesk is testing out a new and improved spam filter.
What's this all about?
Zendesk has been using a combination of our own internal spam prevention rules, and an outside vendor for some time. We are now exploring a new open source tool for spam prevention which will give us new options for fighting spam. This is only a change to the engine we use to sort spam from good email. It doesn't include any update to the user interface, and will be largely invisible to you except -- hopefully -- in what does and does not become suspended.
Need more detail on how it works?
We are building our own instance of a tool called Rspamd (
). This tool is open source, but supported by the creators. We are also able to operate it within our own infrastructure, meaning your data isn't shared with any other providers, and is fully compliant with all our certifications and standards. Rspamd uses a number of factors to determine the legitimacy of email, but most importantly, because this is our own separate instance, we can tweak the results ourselves.
Is this available to everyone?
No prerequisites in terms of plan, but this applies only to Zendesk Support, and is only of value to customers using the Email channel for ticket creation.
This being an Early Access Program, are there limitations with the product?
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.
What is expected of me?
There are a few things we ask:
1. Check your Suspended Ticket view regularly during the EAP
2. Provide feedback on false positives and negatives, both in product and through communication with us
3. Provide up front feedback on what it is you're seeing now that makes you want to change
Ready to take part?
All you have to do is fill in some information and you're ready to go!
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