Is it possible to report on tickets marked as spam?
It is not possible to explicitly report on spam tickets. The Mark as spam option essentially performs two actions:
- Deleting the ticket
- Suspending the requester
Marking a ticket as spam doesn't apply any tags to the ticket. 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 and report on tags. For more information, see Reporting with tags (Explore) and Reporting on ticket tags (Insights).
Some companies may not want to use the Mark as spam feature, for example, regulated companies. If that is the case, see the workflow suggested by our Community Moderator, Heather:
- 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 miscategorized.
You can use the custom ticket field to run reports on these tickets.