Marking a ticket as spam and suspending the requester

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  • Ahn Letran
    Zendesk Customer Care
    Hey, Ryan! Sorry for the trouble. In this case, aside from suspending the users, you might want to get them blocked entirely from calling. You can refer to this guide on Blocking unwanted callers. Hope this helps. Thanks!
  • Ryan McSherry

    Thanks for clarifying Ahn!

  • Sarah Chin

    Hi, I have a question. Under what circumstances would I see the following error message?

    From the ticket, I also do not see an option for me to mark the ticket as spam.

  • Ryan McSherry

    We will get spam phone calls from time to time and I have marked these tickets as spam. Is there a reason why these phone numbers are still allowed to call? A popup will show in Zendesk, after I pick up the call, saying how a suspended user cannot create tickets, but this did not block them from calling.

  • Stephen

    Is there a way to mark tickets as "not spam"? For example, Zendesk flags out of office replies as spam and moves them automatically to suspended tickets. We would like to keep these out of office replies to keep our staff informed as part of our workflows.

  • Julio H
    Zendesk Customer Care
    Hi Chris,

    I hope you are doing very well.

    I understand that you are receiving a lot of SPAM from a Zendesk Account.

    I have checked this internally, and it seems that we have processed your SPAM request successfully.

    Please, let me know if you are still experiencing the issue.

  • Dave Dyson
    You can recover suspended tickets, but there isn't a way to prevent them from becoming suspended in the first place – see Viewing, recovering, and deleting suspended tickets
  • Brett Bowser
    Zendesk Community Manager

    Hey Kyren,

    You'd want to navigate to the ticket requesters profile and unsuspend the profile so these tickets no longer get sent to the suspended tickets view. More information here: Suspending a user

    Let me know if you run into any issues locating this option!

  • Chris Riley

    How about how does a user mark a ticket as spam?  I am getting a ton from one, but there is no way to open the ticket.  The only option is "To add additional comments, reply to this email."

    Since "This ticket was created on your behalf." there is no way to contact Zendesk or block them.

    I guess the solution will be to just mark all of the ~ half dozen so far as spam and let ZenDesk deal with it.


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