On Wed, Dec 8, 2010 at 3:30 AM, Shaun Ewing <s.ew...@aussiehq.com.au> wrote: > As mentioned previously, a lot of the traffic in abuse queues is automated > and you might have anywhere up to 100 emails for a single incident. In > these cases, we merge the messages into one ticket, handle the case and > close it off.
Speaking as someone who's been running abuse desks since the mid 90s [still late to the party compared to other posters in this thread like say, Joe Greco, but what the heck, hi joe, hope you agree] Add to it the fact that you get far less "actual email" coming into abuse desks these days. Far more email that's scripted / at least semi automated by smaller trap operators / some small ISPs / spamcop.net ARF'd feedback loops from the large providers (which are mutually provided to each other - each large provider offers one, and subscribes to those provided by other SPs) are usually sent to a separate address and auto processed. -- Suresh Ramasubramanian (ops.li...@gmail.com)