When dealing with Spam in Mail Channels and sometimes also API abuse, the manual anti-spam prevention and system clearup is a mess. Then attacked by systemic mail spam or API abuse, the manual processing (taging and close as Spam → Scheduler Deletion Task → Creating postmaster Filters) is really time intensive. Sure, there is a way to configure anti-spam on mailservers, but a Zammad internal and easy to administrate functionality would be a great win.
User Story: As an Agent/Admin I want to…
When receiving spam tickets I want to use a pre-defined systemside configured standard macro (e.g. delete spam ticket and block sender) for fast and easy clearing of my overviews. This macro should furthermore prevent same sender from repeating his attack.
Current behaviour:
When using the standard macro “Close and mark as spam” only the ticket gets closed and potentially later gets deleted by Scheduler.
Expected behaviour:
I would like that using the dedicated macro “tag ticket as spam and block sender” performs pre-defined standard follow-up actions like adding the sender to a systemwise pre-configured “Postmaster Filter” blacklist. In ideal world this would also cover blocking API token from the senders’ user. In a perfect world this macro-driven anti-spam prevention also adds logs to the “data-privacy tasks” to ensure transperency.