Marking Support Tickets as Spam - Online Help | Zoho Desk

Marking Support Tickets as Spam

Zoho Desk automatically helps identify spam and suspicious emails to save you from having to delete them manually. It works by finding patterns across messages and learning from what Zoho Desk and Zoho Mail users like you commonly mark as spam. You can view such tickets under a separate view called Spam Tickets. You can also manually mark tickets as spam so that the undesired emails don't clutter your ticket list. 
To mark a ticket as spam
  1. In the Zoho Desk, open the desired ticket to mark as spam.
  2. Click the More icon in the upper-right corner of the page.
  3. Click Mark Spam from the drop-down menu.
  4. Click Mark as Spam to confirm.
    If you want the subsequent tickets from the contact to be marked as a spam automatically, you can check the box to "Mark the associated contact also as spam."

The ticket is marked as spam and moved to the Spam Tickets view. You can mark tickets as spam in bulk, so they don't interfere in your production queue. There are chances that legitimate tickets are marked as spam. You can unmark such tickets so that you can work with them. 
To unmark tickets as spam
  1. Select the Tickets module. 
  2. On the left menu, under Views, select Spam Tickets.
  3. Open the desired ticket to unmark as spam.
  4. Click Not Spam at the bottom of the Ticket Details page.
  5. Click OK to confirm.
    If you want the existing tickets from the contact to be unmarked as spam, you can check the box to "Unmark the existing tickets from this contact also as spam."
  6. The ticket is put back into the appropriate View.

Reporting Spam to Zoho

If you find legitimate tickets wrongly classified as spam, please send us their full email headers to support@zohodesk.com. Our Anti-Spam team will analyze the headers and if found genuine will add them to the exception list.

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