- The ticket is deleted and moved to the Deleted tickets view for 30 days until it is permanently deleted.
- The ticket requester is suspended and cannot submit or access tickets, or access your Help Center.
A ticket must be active (not Closed) to mark it as spam.
To recover a deleted ticket, you can restore it from the Deleted tickets view (see Restoring a deleted ticket) , and unsuspend the user (see Suspending a user). Any further tickets that the suspended user submits are added to the Suspended tickets view where you can review them (see Understanding and managing suspended tickets and spam).
You can also mark multiple tickets as spam at the same time (see Bulk marking tickets as spam and suspending the requesters). However, you cannot mark tickets created from a sharing agreement as spam (see Sharing tickets with other Zendesk Support accounts).
To mark a ticket as spam and suspend the requester:
- Open the ticket you want to mark as spam.
- Click the Ticket options menu in the upper right, then select Mark as spam.
You will only see this option on tickets where the requester is an end-user.
- Click Immediately mark as spam to confirm that you want to continue.
The ticket will be deleted and cannot be recovered. The requester will be suspended. Alternatively you can click Cancel.
Reporting on tickets marked as spam
You can't run report on spam tickets. Additionally, some companies may not want to use the Mark as spam feature, for example, regulated companies.
As a workaround, you can have your agents add a tag that indicates the ticket is spam before clicking Mark as spam. You can then use that information to generate reports on tags. For more information, see Reporting with tags (Explore) and Reporting on ticket tags (Insights).
To report on tickets marked as spam
- Create a custom ticket field called Spam (or whatever you choose to call the custom field) to check tickets that are considered to be spam.
- Create a macro that automatically checks the field Spam and then routes the tickets to a certain group or agent.
- Train your agents to use this macro when they spot spam tickets.
- Once a week or a month, have an agent or a group of agents checking the queue to ensure no tickets are categorized incorrectly.
You can then use the custom ticket field to run reports on these tickets.
12 Comments
Since "Mark as spam" is no longer available in Community in Help Center, will suspending a user automatically delete their posts? We found that activating the spam filter was catching some valid posts from real customers, so we turned that off, but today (months later) we suddenly had an influx of spam posts in our Community.
Hi Larisa!
Just as a point of clarification, the "Mark as spam" link will reappear if you re-enable the spam filter. It's just missing because the filter has been disabled.
Suspending the user from the agent interface will not remove their existing posts from the Help Center; this will have to be done manually.
What we do here at Zendesk is check the spam filter daily to make sure that nothing legitimate gets caught up in it. It only take a couple minutes and it catches way more spam that legitimate posts so I find it to be a worthwhile part of our workflow. It might be a way for you to strike a happy medium.
Please let me know if you have any other questions!
Oh! Whoops. We thought it was safe to turn off the filter because agents had the ability to mark posts as spam manually. Since today is the first time in 6 months we had much volume of actual spam, I guess we'll stick with having it off and just deleting the spam posts.
Hello,
We are getting quite a few spam voicemails and I'm concerned that we're going to be charged for them. Is there any way to prevent them from reaching us, or not to be charged for calls that are spam?
Please make a shortcut to mark the mail as spam. All that scrolling back to the top is bad for our health
We have been inundated by Russian language spam in Support. Is it possible to mark tickets as spam in bulk? I'm not seeing it, but I thought it used to be an option. As Jim said, all this back and forth is bad for our health :)
Any chance there's a language filter of some sort? We don't serve any customers in Russia, so anything in Cyrillic characters is definitely spam for us.
Hi Marci,
Unfortunately, there's not a native bulk delete function. But there are several potential ways to deal with this sort of problem in the following article:
How can I bulk delete spam tickets in Zendesk?
I hope one of the solutions offered there is helpful to you.
Yes we get all that. Just put the tools nearer the action. How hard can it be?
When we decide something is spam stop making scroll a mile to mark it as spam
The workaround provided is okay, but I would really like to be able to let non-admin agents mark tickets as spam without giving them permission to delete ANY ticket.
I support James Hunyar https://support.zendesk.com/hc/en-us/articles/203691106/comments/360004387714
We need to be able that too.
Hello, is there any way to revert a ticket after being marked as spam? One of our tickets from an email we use for anonymous submissions was marked as spam and we can longer receive those requests. I have tried whitelisting the email but it is still being blocked.
Hey Kyren,
You'd want to navigate to the ticket requesters profile and unsuspend the profile so these tickets no longer get sent to the suspended tickets view. More information here: Suspending a user
Let me know if you run into any issues locating this option!
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