Question
Is it possible to report on tickets marked as spam?
Answer
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.
6 Comments
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!
Thanks for sharing Heather :)
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?
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.
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
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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