Is it possible to report on tickets marked as spam?

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6 Comments

  • Heather Rommel
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    As a note, I have found on many Zendesk accounts that they don't wish to use the built in Zendesk spam functionality.

    Instead, we've created a macro for Set As Spam which automatically adds Spam to our custom Category field and updates the ticket to route it to a separate queue. Once a week or once a month, this queue is swept to ensure no tickets were miscategorized because, well, humans.

    This works well for us, especially on accounts where deleting tickets isn't an option (i.e. regulated companies) and allows us to report on it as needed.

    Just my $0.02!

     

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  • Brett - Community Manager
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    Thanks for sharing Heather :)

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  • Richard
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    Hi Zendesk,

     

    I see there is an option for me to select "mark as spam" but it is greyed out. May I know how to enable this feature?

     

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  • Nicole - Community Manager
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    Hi Richard - 

    Have you turned on the content moderation setting in your Guide settings? Here's info on how to do that: 

    Moderating end-user content

    Let us know if enabling that setting works for you. If that isn't the issue we can troubleshoot further. 

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  • Richard
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    Hi Nicole,

     

    thanks for the update, 

     

    I followed your guide but under my Zendesk setting, there is no option "Content moderation" for me to select.

    Please kindly see my screenshot at the following URL link https://tinyurl.com/ydxhr6v2

     

    Thank

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  • Nicole - Community Manager
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    Hi Richard - 

    I apologize. I did not look closely enough at your screenshot the first time, and I thought you were asking about moderating content in Guide. I see now that you're looking to moderate tickets in Support via the mobile app. 

    In order to mark a ticket as spam, you must have a role that allows you to delete users. Usually, when this option is greyed out, it means that your role does not have the permissions that allow you to take this action. Double-check that and let us know if that solves it. 

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