Managing Spam Contacts in Zoho Desk - New UI

Managing Spam Contacts in Zoho Desk

Work inboxes are often spammed with newsletters, promotional emails, and other unsolicited content, putting important messages at risk of being overshadowed. Implementing effective spam management strategies can minimize the negative impact of unwanted messages and ensure that important emails are prioritized and easily accessible. 
 
Spam contacts

A spam contact is an unsolicited user or bot who sends junk emails to your support email address. It's common to receive content, such as subscription or promotional offers, from a spam contact. 
 
In certain cases, spam contacts use social engineering attack techniques to perform malicious activities through email interactions. Their emails are usually intended to persuade you to disclose information that makes it possible to steal your identity.
 
For instance, spammers may send a fake support email from a known company, or raise a fake customer support ticket to trick the recipient. To mitigate social engineering risks, Zoho Desk lets you mark a contact as spam manually, or enable the automatic spam detection functionality.

Marking or unmarking a contact as spam 

In Zoho Desk, any agent or support administrator can manually mark or unmark spam contacts instantly. Once marked, all the current and future tickets from those contacts will be labeled as spam and moved to the Spam Contacts view, where they can unmark them if required. This will help avoid automated spam tickets raised through email or from the self-service portal.

Some important points to keep in mind while marking a contact as spam:
  1. The contact will be denied access to your help center.
  2. All existing and future tickets from the contact will be marked as spam.
  3. Any duplicate contacts having the same email address will be marked as spam.
  4. The contact's tickets shared with other departments will be revoked.

To mark a contact as spam

  1. Log into your Zoho Desk account.
  2. Navigate to the Customers module.
  3. Open the desired contact to mark it as spam.
  4. Click the More Actions icon () in the upper-right corner of the page.
  5. Click Mark Spam from the drop-down.



  6. Click Mark As Spam to confirm the selection.

To unmark a contact as spam

  1. Go to the Customers module.
  2. On the left pane, under All Views, select Spam Contacts.
  3. Open the contact you want to unmark as spam.
  4. Click Not Spam at the bottom of the Contact Details page.
    This will open a confirmation window.



  5. Check Unmark existing tickets from this contact also as spam, if needed.
  6. Click OK to confirm.
    The contact will be unmarked as spam.

Automatic Spam Detection 

By default, Zoho Desk scans all incoming tickets and automatically marks suspicious tickets as spam. These tickets are then moved to the Spam Tickets view, ensuring they do not clutter the regular Tickets module. This streamlined process helps keep inboxes organized and compliant by preventing spam messages from entering the Tickets module in the first place.

 

By default, administrators can enable or disable the automatic spam detection functionality. Agents with Manage General Permissions settings can perform this operation as well.

 There are different options available for Automatic Spam Detection in Zoho Desk:

  1. Mark only the suspicious Tickets as spam; not the associated Contacts: With this option, Zoho Desk will automatically detect and classify suspicious support tickets as spam. However, the contacts linked to these tickets will not be marked as spam.
  2. Auto-mark both the suspicious tickets and the associated contacts as spamWith this option, Zoho Desk will not only identify and categorize suspicious support tickets as spam, but also automatically label the associated contacts as spam. Note that any future support tickets received from these contacts will be automatically marked as spam and moved to the Spam Tickets view.
  3. Mark the suspicious tickets as spam. Do not auto-mark the associated contacts as spam if they have other valid ticketsThis option involves marking the suspicious support tickets as spam, but it won't mark other valid tickets associated with the same contact as spam. This means that if a contact has other non-suspicious tickets, Zoho Desk will not auto-mark them as spam. 

To enable or disable automatic spam detection

  1. Go to Setup (  ) > Customization > General Settings.
  2. Select Contacts from the left panel.
  3. Toggle ON the  option.
    Select one of the available options for Automatic Spam Detection.


For reasons primarily related, but not limited, to global spam scoring, some tickets or contacts might be classified as spam by Zoho Mail's spam filter. You can manually un-mark those tickets or contacts as spam in Zoho Desk.

    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • Managing Spam Detection Settings

                                                                                                                Zoho Desk uses built-in spam detection software to mark emails getting into your help desk as spam. The software scans your incoming emails by all the major spam filters before sending them through, to make sure that they pass. By default, this spam ...
                                                                                                              • Zendesk Sell for Zoho Desk

                                                                                                                The Zendesk Sell for Zoho Desk extension makes it easy for you to know your customers' details so that you can better prioritize and manage tickets in Zoho Desk. It lets you manage contacts, deals, and tasks between these applications. You can view ...
                                                                                                              • Highrise for Zoho Desk

                                                                                                                View customer details and deals from Highrise in Zoho Desk. Manage contacts, deals, and activities between Highrise and Zoho Desk. Add new customers and deals to Highrise from Zoho Desk. This integration makes it easy to understand customer's details ...
                                                                                                              • Introduction to Zoho Desk

                                                                                                                Help Desk is a department in an organization that is in charge of providing the support needed by customers while using the company's product or a service. Customers contact the help desk when they have a question or a problem and a product expert ...
                                                                                                              • Contact Locator Extension for Zoho Desk

                                                                                                                Are you looking at an unfamiliar address? Do you want to assign tickets to the nearest field service engineer? Or are you looking for the best route to reach your customer? The Contact Locator extension will help you do all of this much faster. This ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources