Kayako's problems with SPAM

[PeteV]

Perhaps we are just viewing this from the wrong perspective, but:

When we submit a Support Ticket to Kayako by sending an e-mail message to Support@Kayako.Com, we receive the following auto-reply:

##BEGIN
####### YOUR TICKET HAS NOT BEEN RECEIVED #######
Due to the recent increase in spam and abuse of our tech support we have stopped accepting all new ticket requests via email. It is recommended that you visit our helpdesk at http://support.kayako.net/ and click on Submit a Ticket option to send in your request.
Please remember that you will receive no further reply to the email you just sent in.
Regards,
The Kayako Team
##END

So, basically, Kayako itself is not able to use eSupport for for Ticket submission by e-mail!?

Perhaps this would indicate that eSupport is flawed with regard to handling SPAM?

Of course, Kayako's response is that the users are responsible for handling SPAM (for example, by routing e-mail via SPAM filters).

So, either:
1) eSupport is not competent in dealing with SPAM, or
2) kayako is not competent in dealing with SPAM.

Neither sounds very good to us.

This e-mail message seesm like another example of Kayako having troubles with demonstrating their own product.

This thread is not meant to bash Kayako, but to point out the fact that Kayako's "marketing" efforts could use some improvement.

[Jamie Edwards]

Hi Pete,

We agree (and don't try to pretend otherwise) that spam is a problem and there is more that can be done at the application level to combat it. As such, intelligent, machine-learning systems will be provided in Version 4 that will assist a spam filter, which given time will tailor itself to your own corespondence.

As well as this, we are looking into integration of public DNSBLs to do spam related lookups.