Spam & Abuse Protection

From the ticket card in Telegram, tap the Mark as spam button (usually in the menu). In the web panel, open the ticket and click the spam action.

Marking spam does two things:

• Changes the ticket’s status to spam
• Blocks the sender’s email on that specific website, so they can’t open new tickets from that address

The blocked sender receives no notification. They just find that further submissions from that email address are silently rejected.

Two things happen the moment you mark spam:

1. The ticket status changes to spam. It’s moved out of your active queue but preserved for records.
2. The sender’s email is added to a block list for that specific website. Any future submissions from that email address to that website’s form are silently rejected.

Important nuances:

• The block is per website. If you have multiple sites, the same email can still submit to your other sites.
• The block is email-based, not IP-based. A determined spammer can use a different email address.
• You can unblock the email later if you change your mind.

To prevent flood attacks and spam, the public ticket form is rate-limited per email + website combination. By default:

• 3 tickets per email per website every 15 minutes
• Once exceeded, further submissions from that email to that website are throttled

Rate limits reset automatically after the window (15 minutes by default). Legitimate users almost never hit these limits, only high-frequency spam bots would exceed 3 submissions in 15 minutes.

Default: 3 tickets per email per website every 15 minutes. This is the standard flood protection Chatgram applies out of the box.

Additionally:

• Identical duplicate submissions (same email, same title, same message) are suppressed within a short window to prevent double-submits caused by users clicking the send button twice.

These limits are chosen to be invisible to legitimate users but noticeable to abuse. If your specific use case needs different limits, contact [email protected].

If a visitor submits the same message twice in a short window (same email + same title + same body), Chatgram detects the duplicate and suppresses the second submission. You only receive one ticket.

This handles a common case: users click the “Send” button, don’t see a confirmation instantly (slow network), and click again. Without deduplication you’d get two tickets for the same message.

Deduplication is time-boxed. After a few minutes, the same message from the same sender is treated as a new ticket, useful in case the visitor genuinely wanted to resend after some silence.

Yes. If you accidentally marked a legitimate ticket as spam and blocked the sender’s email, you can unblock:

1. Go to the website’s settings in the admin panel (or via the Telegram bot menu)
2. Find the blocked senders list
3. Locate the email address you want to unblock
4. Click Unblock

The email address can then submit new tickets again. Existing spam-status tickets aren’t automatically restored to open, but you can manually change their status back.

The list of blocked senders per website is visible from:

• The web admin panel, under the website’s settings → Blocked senders
• The Telegram bot, under the website’s settings menu

You can:

• See who’s currently blocked
• See when they were blocked
• Unblock individual addresses
• Clear all blocks at once (careful, only if you’re sure)