I am getting SPAM to my help desk

Hesk has several built-in tools to fight spam. Here is what you should do if you are getting spam support tickets:

1. Make sure you are using the latest version of Hesk!

   • login to your Hesk admin panel,

   • go to Settings > General,

   • in the right-side column click the "Check for updates" link to see available update options.
     
     

2. Enable anti-SPAM image in Hesk Settings:

   • login to your Hesk admin panel,

   • go to Settings > Help desk,

   • under "SPAM Prevention" enable "Use anti-SPAM image",

   • save changes.
     
     

3. Still getting SPAM? Enable a good "Anti-SPAM question":

   • login to your Hesk admin panel,

   • go to Settings > Help desk,

   • under "SPAM Prevention" enable "Use anti-SPAM question",

   • write a unique anti-spam question (perhaps one related to your website) and the answer

   • save changes.
     
     

4. Still getting SPAM? Enable Google reCAPTCHAimage in Hesk Settings:

   • login to Google reCAPTCHA service,

   • register your website there; reCAPTCHA type should be Challenge (v2); select either the "I'm not a robot checkbox" (reCAPTCHA v2) or "Invisible reCAPTCHA",

   • note (copy) your "SITE KEY" and "SECRET KEY",

   • login to your Hesk admin panel,

   • go to Settings > Help desk,

   • under "SPAM Prevention" enable "Use anti-SPAM image",

   • under "Image Type" select either "reCAPTCHA v2" or "Invisible reCAPTCHA"
     

   • enter your reCAPTCHA "SITE KEY" and "SECRET KEY" values,
     

   • save changes.
     
     

5. Still getting SPAM? Require customers to register and login (Hesk version 3.5.0 and newer):

   • login to your Hesk admin panel,

   • go to Settings > Help desk,

   • under "Customer Accounts" select "Enabled - Required for tickets" or "Enabled - Required to access",

   • (optional) under "Account registration" you can select to manually approve accounts before they can submit support tickets,

   • save changes.
     
     

6. Is SPAM coming from the same email address or domain? Ban it:

   • login to your Hesk admin panel,

   • go to Tools > Ban Emails,

   • ban the email address (or email domain) that is spamming you.
     
     

7. Is SPAM coming from a specific IP address or range? Ban it:

   • login to your Hesk admin panel,

   • go to Tools > Ban IPs,

   • ban the IP address or IP range that is spamming you.
     
     

8. Still getting SPAM?

   If you have email to ticket functionality enabled (email piping, IMAP fetching or POP3 fetching), spam tickets could be coming in through your email.

   To confirm this is happening:

   • login to your Hesk admin panel,

   • view a spam support ticket,

   • in the right-side column, click "Ticket history",

   • if the support ticket came from email to ticket, the first ticket history item will mention email piping, POP3 or IMAP.

   In this case, enable a good server-side anti-spam filter for your email address (the one you use in the email-to-ticket functionality).

   Hesk does not filter incoming emails for spam and will process any emails it receives. Your mail server is responsible for filtering your emails!