Am 13.08.20 um 19:28 schrieb Al Iverson via mailop: > On Thu, Aug 13, 2020 at 11:34 AM Hans-Martin Mosner via mailop > <mailop@mailop.org> wrote: >> Mails to abuse@ should be handled quickly without being CC'd to a VP. It's >> the abuse desks job to stop abuse ASAP. If they are understaffed or don't >> have authority to stop spamming senders then there's an organizational >> problem that can not be solved by handling abuse reports from the VP's seat. > I'm not here to defend any given provider, but I will say, I wish you > could see the amount of absolute garbage that an abuse desk address > gets.
I don't say it's trivial, abuse desk work for an ESP is certainly highly demanding work. It needs sufficient number and quality of staff and sophisticated and highly flexible automation to sift through abuse reports. If sending out bulk mail is your business you'd better pay for a high quality abuse desk, it's a core part of your business quality. If I were to run an abuse desk the first thing I'd do is install a mail-in sorter which separates the immediately actionable reports having full headers from random rants that might or might not be cause for action and the inevitable garbage (granted, you can't use a traditional spam filter because folks tend to cite spam when they report it.) The immediately actionable reports could be further indexed by customer ID based on mail header information, so when multiple reports for one customer are received you can prioritize and react swiftly. It's possible that such a system isn't available off-the-shelf, but then I'm primarily a software developer, and writing code to interpret data and do something based on the results is pretty natural for me, so I would not consider it out of reach. But without knowing any details about how the current abuse desk work is organized it's impossible to make specific improvement suggestions. We already listed some technical and organizational changes that would likely reduce abuse in the first place, which would presumably cause a significant reduction in abuse reports and pressure on the abuse desk. Cheers, Hans-Martin _______________________________________________ mailop mailing list mailop@mailop.org https://chilli.nosignal.org/cgi-bin/mailman/listinfo/mailop
