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

Spam Options Explained

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 spam:
    With 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 tickets:
    This 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.

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