Proactive spam filters are enabled by default for all accounts. Proactive spam filtering in Freshdesk works by employing various techniques to identify and block spam emails before they enter the system. These techniques may include:
Email reputation analysis: Freshdesk checks the reputation of the email sender by evaluating factors such as the sender's domain, IP address, and past email-sending behavior. If the sender is flagged as a known source of spam, the email is blocked.
Content analysis: Freshdesk analyzes the content of incoming emails for spam-like characteristics. It looks for patterns, keywords, or other indicators commonly associated with spam messages. If an email is identified as spam based on its content, it is filtered out.
Bayesian filtering: Freshdesk uses machine learning algorithms to train its spam filter based on patterns and characteristics of previously identified spam emails. Over time, the filter becomes more accurate in identifying and blocking spam messages.
Blacklisting and whitelisting: Freshdesk allows you to create lists of trusted email addresses (whitelist) or known spam sources (blacklist). Emails from addresses on the blacklist are automatically blocked, while those from the whitelist are always allowed.
Anti-spam checks are made for every email that's received or sent through the default mailboxes (SMTP). Authentication checks, header checks, and content checks are performed as part of the anti-spam framework.
Proactive Spam Filtering is not applicable incase of custom mailbox.
Scanning incoming emails:
All attachments in the emails are scanned for malicious content as part of the anti-spam checks. If the attachments for incoming emails are found to be malware, then we don't accept these emails.
Attachment scanning for outgoing emails:
If the attachments for outgoing emails are found to be malware, then these emails aren't sent. They are dropped and an event is generated in Sumologic. Here's a sample response from Sumologic for an email that was dropped due to an attachment,
If the customers identify these to be false positives, we can raise an L2 to get this whitelisted.
If customers request to disable proactive spam filtering from their account, please suggest them that it's not suggested as it might lead to spam attacks. But if the customer is still looking forward. to disable, then raise a L2 ticket.