Summary

• Introduction
• How Crewhu Prevents Crawler Surveys
• How to Identify a Possible Crawler Survey
• Additional Recommendation

Introduction

False or invalid surveys can sometimes happen because of automated security tools used by email clients, firewalls, or anti-phishing systems. These tools scan incoming emails and automatically click links to check if they are safe. When they click on survey links, they can accidentally generate a survey response that was never submitted by a real user.

This is not exclusive to Crewhu. It is an industry-wide challenge that affects many platforms that use email-based surveys and tracking links.

How Crewhu Prevents Crawler Surveys

To help minimize these situations, Crewhu includes multiple protections designed to detect and prevent automated clicks from creating false survey results.

Crewhu uses a feature called Smart Crawler Trap to help identify suspicious automated behavior.

The system looks for common crawler patterns, such as:

• Multiple clicks happening within a very short time
• Clicks occurring less than 45 seconds apart
• Surveys submitted without comments or tags
• Automated interactions with one-click survey links

In addition to that, Crewhu also uses dummy links inside email snippets to help deceive automated scanners and reduce unwanted clicks.

The goal is to minimize invalid survey data while ensuring real customer responses continue to be collected normally.

While these protections significantly reduce false surveys, some security tools may behave differently and still bypass automated detection.

How to Identify a Possible Crawler Survey

Below are the most common signs that a survey may have been generated by a crawler instead of a real user.

1) Survey Submitted Almost Immediately After Ticket Closure:

• The survey is submitted within seconds or minutes after the ticket is closed
• Multiple survey clicks happen within less than 45 seconds
• The interaction occurs without any real customer engagement

2) No Comment or Tags Added:

• Have no written comment
• Have no survey tags selected
• Only contain the rating click

3) Survey Was Closed Automatically

Automated survey closures combined with instant survey responses can indicate crawler activity. You can check that by going to your CSAT History > Survey Logs and locating this message:

4) Repeated Responses From the Same IP Address

If the same IP address repeatedly submits surveys across different tickets in a suspicious pattern, it may indicate automated behavior from a firewall or email security tool.

To help prevent this, you can proactively block IP addresses. To do that, go to CSAT Settings and locate the IP Restriction field. Then, add the suspicious IP address and save the changes:

This prevents future survey submissions from that IP.

Additional Recommendation

If crawler activity continues, we recommend asking your customer to mark Crewhu’s domain as trusted or safe inside their firewall, anti-phishing software, and email security tools.

This helps prevent automated scanners from interacting with survey links.

Important: Not every survey without comments is a crawler and not every automated click can be detected.