Manage Spam Detection - Zoho Desk Knowledgebase

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 filter comes enabled for your Zoho Desk account. You could, of course, choose to disable it or make specific changes according to your needs.

Setting Spam Options
Automatic spam detection is enabled by default, but you can disable it if you'd like.

To enable/disable automatic spam detection:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click General Settings under Customization.
  3. Click Contacts under the General Settings sub-menu.
  4. On the General Settings for Contacts page, turn off Automatic Spam Detection.
    You might do this if you rely solely on manual spam action or if you simply don't receive email tickets in your help desk.

Spam Options Explained
Here are the options that are available for handling spam tickets:
I). Turning off automatic spam detection:
Zoho Desk's spam detection is built around a set of spam rules that have been carefully developed to provide you protection from spam. However, in the event, legitimate tickets are falsely identified as spam which is more likely to happen if the sender uses an unconventional mailing address or if the message itself contains specific keywords you can turn off automatic spam detection.

II). Turning on automatic spam detection (default):
Emails sent to your Zoho Desk support mailbox are automatically scored for spam so that you can directly control and audit spam tickets coming into the system. You can view such tickets under a separate view called Spam Tickets. In addition to tickets, their associated contacts are also marked as spam and suspended from signing in to your Help Center. This means the tickets the contact creates in the future will be marked as a spam automatically.

But what if some of the contact's existing tickets that were, or are being, worked upon by your agents get annulled in the process. This is where the option to mark contacts as spam selectively comes in handy.

III). Marking contacts with valid tickets as spam:
By default, contacts having valid tickets are not auto-marked as spam. By valid, we refer to tickets that received at least one reply from your agents. However, you can choose to disable this intelligence under spam settings. All you need to do is uncheck the Do not auto-mark contacts with valid tickets as spam option on the spam settings page. 

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