Scoutinternal

Spam / Counterfeit-Merchandise Ticket Ingestion via Support Form

Spam / Counterfeit-Merchandise Ticket Ingestion via Support Form

Problem

The BitGo support queue has received a high volume of spam tickets (234+ in this cluster) submitted through the external support form. These tickets advertise counterfeit or discount merchandise—primarily Nike NFL stitched jerseys, replica designer goods (Louboutin, Jimmy Choo, Gucci, Oakley, Ralph Lauren, Air Jordan), and similar items. The subjects contain promotional language such as "cheap," "stitched," "replica," "hot sale," "wholesale," and "discount." The tickets contain no legitimate customer issue, no wallet or transaction context, and no actionable support request. All sampled tickets were created by the same automated submitter and share identical empty problem descriptions and resolution patterns.

Diagnostics

  • Check the ticket subject line: Look for promotional retail keywords such as "nike," "stitched," "jersey," "nfl," "cheap," "replica," "sale," "wholesale," "discount," "outlet," or luxury brand names (Louboutin, Jimmy Choo, Gucci, Oakley, Ralph Lauren, Chanel) that have no relation to BitGo products.
  • Check the ticket body / Problem field: These spam tickets consistently have empty or blank problem descriptions — no wallet IDs, no coin references, no error codes, no customer questions.
  • Check the created_by field: All tickets in this cluster share a single creator ID (158009540847). A burst of tickets from the same creator ID within a short time window (seconds apart) is a strong spam signal.
  • Check submission timestamps: Spam tickets in this cluster were submitted in rapid succession (often one per second) within a narrow UTC window, indicating automated/scripted submission rather than human input.
  • Check for URLs in the subject or body: Some spam tickets contain external URLs (e.g., http://www.nqfinclusive.org/cms/nike-jerseys-wholesale/...) that are unrelated to BitGo infrastructure.

Resolution

Scenario: nike-stitched-jersey-nfl#automated-spam-submission

Trigger: Tickets with retail/counterfeit-merchandise subject lines, empty problem descriptions, and rapid-fire creation timestamps from a single creator ID.

Signals: nike, stitched, jersey, nfl, cheap, replica, sale, wholesale, discount, louboutin, jimmy choo, gucci, oakley, ralph lauren, empty problem field, same created_by ID, burst submission timestamps

Steps:

  1. Confirm the ticket matches the spam pattern: promotional merchandise subject, empty problem body, creator ID 158009540847 (or similar single-source burst submitter).
  2. Do NOT reply to the ticket. There is no legitimate customer to engage.
  3. Mark the ticket as Spam (or the equivalent status in Freshdesk) so it is excluded from SLA metrics and agent queues.
  4. If the ticketing system supports bulk actions, select all tickets matching the cluster pattern (same creator ID, same time window, merchandise keywords in subject) and bulk-mark as Spam.
  5. Escalate to the Engineering / IT Security team with the following details so they can implement preventive controls on the support form:
    • The creator ID generating the spam (e.g., 158009540847).
    • Sample ticket IDs and timestamps demonstrating the burst pattern.
    • Any external URLs found in ticket subjects or bodies (e.g., http://www.nqfinclusive.org/cms/nike-jerseys-wholesale/).
  6. Request that Engineering evaluate adding CAPTCHA, rate-limiting, or keyword-based filtering on the public support form to prevent future automated submissions.

Notes: These tickets contain no BitGo product, wallet, transaction, or cryptocurrency content whatsoever. No customer follow-up or technical investigation is required. Resolution confidence on all source tickets was marked as "medium" solely because no actual issue existed to resolve. Do not confuse these with legitimate tickets that happen to mention brand names in passing.

Subject: "http://www.nqfinclusive.org/cms/nike-jerseys-wholesale/3/nvd1hDamJ4.html" — ticket contains an external URL with no problem description or BitGo-related content. (ticket #743)

Subject: "http://www.nqfinclusive.org/cms/nike-jerseys-wholesale/2/j12i3n5xQB.html" — second instance of the same external domain submitted seconds apart from the same creator ID. (ticket #775)

Subject: "lowest price nike steelers #84 antonio brown white with hall of fame 50th patch mens stitched nfl elite jersey wholesale" — representative of the promotional merchandise keyword pattern across 234 tickets. (ticket #730)

Related

  • none identified — This cluster is entirely spam with no connection to BitGo product functionality, key management, or cryptocurrency operations.