- 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.
You can't mark tickets as spam if the ticket is associated with a user who was shared to your account.
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 reports on tickets marked as spam. This is because tickets marked as spam are deleted, and Explore only reports on active ticket data.
However, as a workaround, you can have your agents add a tag that indicates the ticket is spam. You can then use that information to generate reports on tags. For more information, see Reporting with tags.
This workaround is also helpful for some companies, such as regulated companies, that may not want to use the Mark as spam feature.
To report on tickets marked as spam
- Create a macro that adds a tag called Spam and then routes the tickets to a certain group or agent.
- Train your agents to use this macro when they spot spam tickets.
- Create a view of tickets with that tag.
- Once a week or a month, have an agent or a group of agents check the view to ensure no tickets are miscategorized.
You can then use the tag to run reports on these tickets.