Support Help

Mark Tickets as Spam

Did you know that unsolicited emails converted as tickets is one of the quickest ways to bog down your agent's productivity?Wait. Spam Tickets is not a worry anymore. You can use the in-built spam filter in Zoho Support to keep those spammers at bay. Read further to learn how to go about it.

  1. There's this ticket that I need to mark as spam. What do I do?
  2. So, where can I view tickets that have been marked as spam?
  3. Whoops! I marked a genuine ticket as spam by mistake! Can I undo the action somehow?
  4. I get too many tickets and manual spam filtering is difficult. Can I automate spam filtering across channels?
  5. How long will Tickets be visible inside the Spam Tickets section?
  6. Can I mark multiple Tickets together as Spam?
  7. Can I mark Tickets as spam using Workflows?

Marking a Ticket as Spam

You can mark a ticket as spam in two simple ways. In the Tickets Home page, click on the checkbox next to the ticket you want to mark as spam. Then, click Mark Spam. The ticket will be marked as spam.

If you click on multiple check boxes, all the selected tickets will be marked as spam.

Alternatively, you can also click on the Ticket's name from the Ticket List and open the ticket. Then, click on the Mark Spam button above the ticket. The ticket will be marked as Spam.

View Tickets Marked as Spam

The tickets will be moved out of your main view and will be put inside the 'Spam Tickets' view. You can click on 'Spam Tickets' from the list of 'Predefined Views' to view them.

Uncheck a Ticket from Spam

Don't worry! We've got it covered! You can easily unmark tickets from spam in one of the following simple ways.

Inside the Spam Tickets view,

  • Click on the checkbox next to the ticket you want to unmark from spam.
  • Click Unmark Spam.

The ticket will no longer be marked as spam. If you click on multiple check boxes, all the selected tickets will be unmarked from spam.

Alternatively, you can also click on the Ticket Name from the Ticket List and open the ticket. Then, click on the Unmark Spam button above the ticket. The ticket will no longer be marked Spam.

Black-listing Spam Tickets

Currently, Zoho Support's automatic spam filtering only black-lists tickets that come in by e-mail. This works in the same way as spam filtering on Zoho Mail or any of Zoho's other apps. Tickets coming in from other channels, however, have to be marked as spam manually, for now.

Spam Tickets View

Tickets that have been marked as Spam will be visible inside the Spam Tickets view till they are manually deleted.

Mark Multiple Tickets as Spam

Yes. In the Tickets home page, check the tickets you intend to mark as spam. Then, click Mark Spam above the Ticket List. All the selected tickets will be marked as Spam.

Mark Tickets as Spam using Workflows

You can automatically mark a ticket as spam by using Workflows in Zoho Support. To setup this Workflow, follow the steps mentioned below.

  • Go to Setup –>> Automate –>> Workflows
  • In the New Workflow page, select the Module as Ticket and provide a name and description for the rule. Click Next
  • Under the Execute On setting, check the Create option
  • Under the Workflow Criteria setting, specify the criteria to match with the ticket and mark them as spam. You can specify multiple workflow criteria
  • Under the Actions setting, click the ?+? sign next to Update Field option
  • In the following page, provide a name and description for the assignment value
  • Under Assignment value setting, choose Fields as Mark Spam
  • Save the Assignment Value
  • Also click Save in the Workflow creation page

This workflow ensures that all tickets created henceforth when matches the mentioned criteria would be automatically marked as spam.

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