About help center spam prevention

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<p id="docs-ai-summary-content">Protect your help center from spam with tools like spam filters, word moderation, rate limiting, and CAPTCHA. Block known spammer IPs and domains, and subscribe to notifications for new content. These features help manage and reduce spam, ensuring a cleaner and more secure environment for customer interactions.</p>
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<p class="p">Doing business online brings with it the inherent risk of being the target of online spam. When you have a public space online for your customers to converse, that
risk becomes greater. </p>
<p class="p">This article outlines the tools available to you, and how you can use utilize
them to fight spam in your help center. All of these tools are available to
all plans, with the exception of word moderation.</p>
<p class="p">This article contains the following topics:</p>
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<ul class="ul" id="topic-1__ul_bdl_mjw_mv">
<li class="li"><a class="xref" href="#topic_hr5_xfw_mv">Spam filter for
preventing and managing spam</a></li>
<li class="li"><a class="xref" href="#topic_djt_vbn_xx">Word moderation for
content that contains specific words</a></li>
<li class="li"><a class="xref" href="#topic_hxk_yfw_mv">Rate limiting for
new content</a></li>
<li class="li"><a class="xref" href="#topic_pnf_vfw_mv">Blocking IP
addresses of known spammers</a></li>
<li class="li"><a class="xref" href="#topic_tjr_5fw_mv">CAPTCHA
use</a></li>
<li class="li"><a class="xref" href="#topic_xl1_5fw_mv">Blocklist for
identified spam domains</a></li>
<li class="li"><a class="xref" href="#topic_4dx_sfw_mv">Subscribe for
notification of new content</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hr5_xfw_mv">
<h2 class="title topictitle2" id="ariaid-title2">Spam filter for preventing and managing spam</h2>
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<p class="p">Your help center has a built-in spam filter. The spam filter prevents new
and edited end-user posts and comments that appear to be spam from
being published to your help center. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888801690" target="_blank">Learn more</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_djt_vbn_xx">
<h2 class="title topictitle2" id="ariaid-title3">Word moderation for content that contains specific words</h2>
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<p class="p">Knowledge admins can choose to filter content based on specific that will
trigger content moderation. When this option is enabled, end-user
content that contains any of the words indicated in your list, is
placed in a moderation queue instead of being posted publicly. You
can then moderate the content and decide if it is spam or if it's
safe to post in your help center. You can subscribe to the
moderation queue so that you are alerted when there are posts in the
queue.  <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894193562" target="_blank">Learn more</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hxk_yfw_mv">
<h2 class="title topictitle2" id="ariaid-title4">Rate limiting for new content</h2>
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<p class="p">Your help center limits the number of new posts and comments a single
user can create within a 24 hour period. By researching usage
patterns we’ve created rate limits that don’t affect normal use, but
target spammers. While rate limiting new content itself doesn't
block spam, it does help reduce it.</p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_pnf_vfw_mv">
<h2 class="title topictitle2" id="ariaid-title5">Blocking IP addresses of known spammers</h2>
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<p class="p">Your help center actively detects and blocks the IP addresses you've
received the most identified spam from, so that they can no
longer access Zendesk accounts.</p>
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<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_tjr_5fw_mv">
<h2 class="title topictitle2" id="ariaid-title6">CAPTCHA use</h2>
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<p class="p">To make comments in your help center, end users must sign in, which means
creating an account first. When your customers sign up, they may
experience <a class="xref" href="https://www.cloudflare.com/products/bot-management/" target="_blank">Cloudflare's CAPTCHA</a>.
Additionally, if you enable Anybody can submit tickets, end users
submitting new requests (tickets) in your help center may be
prompted to complete a CAPTCHA
test. Users
might be prompted to complete a CAPTCHA verification test if the
tool suspects the request might be from a bot instead of a human.
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839088794" target="_blank">Learn more</a>.</p>
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<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_xl1_5fw_mv">
<h2 class="title topictitle2" id="ariaid-title7">Blocklist for identified spam domains</h2>
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<p class="p">If you can identify patterns, email addresses, or domains in spam users,
you can add them to your blocklist. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886840986" target="_blank">Learn more</a>.</p>
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<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_4dx_sfw_mv">
<h2 class="title topictitle2" id="ariaid-title8">Subscribe for notification of new content</h2>
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<p class="p">Make sure you subscribe to the sections in your knowledge base and the
topics in your community so that you receive email notifications
when new posts and comments are created. Not only will you see what
your customers are asking, but you'll also catch spam early so that
you can quickly remove it and suspend the user. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837910426#topic_ysq_y5c_lk" target="_blank">Learn more</a>.</p>
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