Dear Zoho Team,

We appreciate the existing feature in Zoho Desk that detects and automatically marks suspicious email tickets as spam, moving them to the spam tickets view. Additionally, the ability to auto-mark associated contacts as spam is helpful.

However, we are looking for more control to proactively manage spam tickets and enhance this functionality.

Enhancement Request:

We request the ability to manually define custom spam filters based on specific criteria:

1. Custom Keywords and Phrases:

   • Allow admins to specify words, phrases, or sentences that, if found in a ticket's subject or body, will automatically mark the ticket as spam.

2. Advanced Filtering Options:

   • Enable admins to block tickets based on:
     • Specific email addresses or domains.
     • Custom patterns or conditions set by the organization.

3. Automation Actions:

   • Provide options to:
     • Automatically move identified tickets to spam.

By allowing us to manually configure these rules, we can better tailor the spam detection system to our organization's unique needs, reducing the manual effort spent managing spam tickets and ensuring genuine customer queries receive proper attention.

Thank you for considering this request.

Best regards,