We have been forced to edit our support/ticket system because we were receiving too much spam on our support system. Receiving hundreds of spam emails every week slows down our support system, and to be able to offer a good service we have been forced to make some modifications, while at the same time keeping it easy for our customers to contact us. This way our support staff will not be forced to waste hours every week to eliminate spam.
Months ago we partially solved this issue by making it possible to open support and sales tickets only from the client area. This also represented an advantage for our clients. Even though it’s true that it’s not possible to just send an email to our support, this speeds up resolution time as we don’t have to ask for client’s credential to confirm its identity.
Even this way we were receiving too much spam on email@example.com and firstname.lastname@example.org that we can now write publicly on the website.
Following we list the modifications we made to our system to stop spam.
The original problem was due to the fact that our main email address was info@
Sending an email to our email address was resulting in a new ticket in our information department. The info@ address for every domain is easily found, thus it can be an easy target for spammers that just try to send email to random email addresses.
The first step was then to edit that address with a new one (that we cannot share here). Since we can’t be sure that all our clients will read this post we setup an autoresponder for that email, telling clients that the address is disabled and the instructions on how to contact us.
Then, how can you contact us? you can open a ticket in the informations department. You don’t need to be one of our client’s to do so, nor you have to be registered to our client area. You can also use the contact form on our website to send us an email. Both forms have a captcha to avoid spam from bots.
We know that using a web form may be slower than just sending an email, but we couldn’t do otherwise. Anyway as soon as the ticket is opened the system will send you a confirmation email (if you don’t receive it check your spam folder, otherwise it means that we have not received your communication). As soon as one of our support operator answers your request you will get an email with the answer and you can just hit reply in your email client to reply us, no need to go beck to the client area.
We also had to make one more modification. All system emails (welcome email, invoices, reset password, etc..) will be sent from a “noreply” address that will obviously not receive emails, and when emailed will send an automated response telling that the account is not monitored and the instructions to contact us. Then it’s not possible to answer our system emails, but it will be necessary to contact us as explained above. we had to make this change to prevent spammers from finding out our email address.