Apologies if this has been asked before - I did search, but to no avail.

I am struggling a little to get the filters working and am probably doing something very obviously wrong. We get a fair number of 'spam' tickets submitted from web forms on websites we run, each has a reCAPTCHA, and still they get through.
One example is tickets that include specific URLs 'inviting' us to submit our websites to search engines. In our system, the ticket details are 'inquiry details' and the filter is

Match Any:
Ticket / Inquiry Details > Contains > addyoursitehere [3rd party link removed by admin]

And then the action is to reject the ticket. The order for the filter is set as '1', but to continue processing after a match is found.

They still get through... so we created a department called 'SPAM' and set the action for it to go there - they don't.

How can I refine that filter, or more correctly define it? I am guessing the filter order is part of the issue, and / or that another filter is impacting on this?

    halmaclean

    Just make sure nothing is of same precedence and is stopping matching. Also you need to make sure the criteria actually matches.

    Cheers.

      thanks for that - I've checked the precedence - spam filter is set as order 1 and processing set to stop on match.
      Next filters increment from 10, 20, 30 etc and are not stopped on match. The criteria for the filter seems right - if the ticket 'message' contains the link specified, it should reject the ticket (or move it to the 'spam' department, depending on what is set up!)
      Would it be better to put the spam filter as the last... or to add a 'stop on match' to each of the other filters?

        halmaclean

        Then I think the criteria is not matching. Try Matches Regex and build a regex statement that matches the URL.

        Cheers.

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