Has someone found how to deal with Spam?

[nibb]

I receive 100 tickets a day. All Spam.
I created a very good rule in the past to stop Spam, it reduced spam to 3 a day. Sadly for me it stopped working after i upgraded kayako. On the rule i put .gif and .jpg images on emails where spam, so i started to kill real tickets so i cannot use that anymore.

Has someone found how to deal with Spam in Kayako? It seems i cannot use my current SpamAssasin with kayako not any other filter since messages directly delivered via piping.

[Jamie Edwards]

Hi Nibb,

I am afraid not. A full spam filter is planned for Version 4, but beyond effective parser rules I cannot think of anything else.

I am personally working on a simple spam filter for comments and tickets and have been for some months; but development on this is slow due to time constraints and I cannot guarantee it's arrival.

[nibb]

So what i do in the meantime? What if i change my current direct piping to SMTP/POP3 piping? That way Kayako just grabs directly from the email account instead via php, that way i could activate my spam filter again, but Kayako says direct piping is the way to go so i have it set up that way.

[Jamie Edwards]

Direct piping is indeed the most efficient all around but you could simply try out POP3 polling and see how it works for you. In this case, I suggest you look at BoxTrapper.

You could also look at stopping new ticket creations by e-mail, requiring your users to create new tickets via your website. You could then allow ticket replies via e-mail, with a valid ticket ID. This can be set up using the Is Ticket Reply parser rule.

[bear]

Rather than boxtrapper (which I personally despise), you might consider installing mailscanner: http://www.mailscanner.info/
It interacts directly with Exim and sees all mail before delivering to pipes or mailboxes. Of all the mail entering a server each day, we easily remove 80+% of the obvious junk each day to the server, and tag the ones that aren't obvious for further filtering. You could set Kayako to flag junk messages with the default {Spam?} tag in the subject for a particular department and check it only once a day or even just ignore it completely.

Pretty effective, I must say. I tested for a few weeks and never once saw a legitimate message tagged as obvious spam, and only a handful that were false positives at the lower level where it just tags it.

[mark8687]

Best way to deal with spam is to run your email accounts through Gmail first and then have all your GMail (after it's cleaned) forwarded to your Kayaka account. Works almost perfectly.

[craigbrass]

Personally I think opening an account at FuseMail (http://www.fusemail.com), changing the MX records on your domain to theirs and then pulling the mail from their servers would be the best route. I have used them for 2 years now and their spam filtering is great.

[eiden]

Our email goes through an exchange-server (with spamfilter). The exchange-server then forwards all mail to exim on our supportsuite-server.

[jimmyneu]

Wow, I set this up yesterday and so far it's working great. Gmail has tagged all spam as spam and let the valid emails through perfectly. Great hint!

[craigbrass]

Is it in the manual about putting it through the spam filter first? If not it should be.

[nibb]

Gmail is a perfect solution but believe or not i have found one that leaves Gmail filter as joke. I tested the mail filter of my hosting provider which costs some bucks per domain. I then forward the same copy to Gmail to see which works best. Gmail is very good but my Filter is perfecto it did not missed 1 email of 10.000 and gmail did some. Also Gmail did some mails marked a not spam where my filter did.

[Jamie Edwards]

You have to remember that the Gmail filter is for the masses - most well written filters that can train to your scenario and situation is going to be better than a 'global' one.

[areh]

I would like to know how to filter out spam to the knowledgebase inside eSupport. Rigth now, I have 999 so called "feedback" on knowledgebase comments (all of them is spam, I have even removed the feedback link, but didin't help mutch).

[craigbrass]

Have you got comments to knowledge base articles set to moderation mode? This way you can accept and deny comments.

[areh]

Yes, that is what I have done. But it is a pain to go through and delete them all the time I use to go into phpMyAdmin and delete, it takes so long time in the interface. Some way of just turning off comments completely would have been nice.