You can mark a ticket as spam and suspend the requester at the same time. When you mark a ticket as spam, the following happens:
- 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.
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.
Agents must have the correct permissions to mark spam and suspend users. On Essential, Team, or Professional, agents must have access to all tickets set in their profile, as well as permission to delete tickets in Admin > Settings > Agents
. On Enterprise, agents must be able to delete users and delete tickets in their custom role
Tip: Community tip from Colin: You can only assign the Spam permission to agents if you are willing to give them rights to delete tickets. Currently I give them a SPAM macro which simply puts the tickets in a queue for me to delete.
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.
If you use an external online form to submit emails to your Zendesk account (an unsupported workflow) and you see an influx of spam tickets arriving from that form, then marking these tickets as spam could cause the IP address associated with your form to be blacklisted. To help prevent attacks using your online form, add CAPTCHA
to the form. However, we recommend using a supported API, Help Center form, or web widget solution to submit emails.