Spam Cases coming from Email

[jtcash]

I have a situation where we are receiving way too many spam cases via email. The email filters have not been much of a help. I considered adding state to case form and using the ability to close/cancel 100s of cases at once. I know this is not recommended so I was wondering if anyone has had a similar issue and how they solved it?

[Mallidi Suma]

Hi @jtcash ,

It depends on the incoming email content. If they are coming with one email or domain then we can use email.from in the script section and we can ignore that email. 

Another solution is to remove the Guest User from your user's list so that the instance will process emails only from the known users (from the email id which is present in the instance user database).

Another one is if all your user emails are coming from the same domain like ....@itil.com. Then in the inbound email action, you can use the same condition and you can ignore the remaining emails.

Please mark my answer as helpful, if it helps you!!

Thanks & Regards,

Suma.

[jtcash]

The only issues arise because the spam cases are coming from a multitude of email addresses. We can not block to only allow known users because the cases are created from a multitude of consumers worldwide. 

To clarify: All of the spam emails come from different addresses with different content and we cannot block to only allow specific users