Marking Support Tickets as Spam
Zoho Desk automatically helps identify spam and suspicious emails by finding patterns across messages, and learning from what Zoho Desk and Zoho Mail users like you commonly mark as spam. These tickets will be moved to a separate View called Spam Tickets. This besides your agents can manually mark a ticket as spam.
Here is how you could mark a ticket as spam:
- Open the ticket you want to mark as spam.
- Click the
icon from the top-right of the ticket pane. - Click Mark Spam from the drop menu.
The ticket will immediately be marked as spam and moved from your current Ticket View. You can track the spam tickets that were received in your Zoho Desk under the Spam Tickets View. Also, the requestor will be suspended from thereon. Alternatively, you can mark tickets as spam in bulk from the Ticket List view.
If you don't want a ticket to be in Spam, follow the steps mentioned below:
- Open a ticket you want to unmark as spam.
- Click the
icon from the top-right of the ticket pane. - Click Not Spam from the drop menu.
The ticket will be moved into an appropriate View. You can also click Not Spam from the left panel under the ticket properties. Please note that the tickets that have been marked as spam will be listed under the Spam Tickets view until they are manually deleted.
Legitimate Ticket is Marked as Spam
If you find a legitimate ticket wrongly classified as spam, please send us the full email header of the ticket to support@zohosupport.com. Our Anti-Spam team here, will analyze the header and if legitimate will add them to the exception list.
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