Admin Guide

Email rate limiting


A spam bot or abusive user may flood the helpdesk with a large number of emails and create lots of unwanted tickets or messages within tickets.

Deskpro prevents this sort of abuse by limiting the maximum number of emails a person can send in a short period.

You can set the limit at Admin > Setup > Email Rate Limiting. The default is that after 15 emails within 10 minutes, the helpdesk will reject incoming emails for 15 minutes.

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An email will be sent to the user warning them when they reach the limit. The user will still be able to reply through the portal.

Emails rejected by rate-limiting are saved in a rejected state at the Incoming Email log (at Admin > Tickets > Email Accounts).

From there, you can choose to re-process a rejected email and make it into a new ticket or a ticket reply.

Note

This limit does not apply to email replies from agents.

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