Support Help

Mark Requests as Spam

Did you know that unsolicited emails converted as requests is one of the quickest ways to bog down your agent's productivity?Wait. Spam Requests 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 request that I need to mark as spam. What do I do?
  2. So, where can I view requests that have been marked as spam?
  3. Whoops! I marked a genuine request as spam by mistake! Can I undo the action somehow?
  4. I get too many requests and manual spam filtering is difficult. Can I automate spam filtering across channels?
  5. How long will Requests be visible inside the Spam Requests section?
  6. Can I mark multiple Requests together as Spam?
  7. Can I mark Requests as spam using Workflows?

Marking a Request as Spam

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

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

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

View Requests Marked as Spam

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

Uncheck a Request from Spam

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

Inside the Spam Requests view,

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

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

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

Black-listing Spam Requests

Currently, Zoho Support's automatic spam filtering only black-lists requests 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. Requests coming in from other channels, however, have to be marked as spam manually, for now.

Spam Requests View

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

Mark Multiple Requests as Spam

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

Mark Requests as Spam using Workflows

You can automatically mark a request 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 Request 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 request 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 requests created henceforth when matches the mentioned criteria would be automatically marked as spam.

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