We are currently participating in the rspamd EAP. Our participation has brought to life several shortcomings with ZD Spam functionality:
1) Mark As Spam
The "Mark as Spam" action in ZD requires the agent have ticket delete permission. In our case--which I would think is common in contact centers--we do not grant delete ticket privileges to agents, only specific users (in our case admins). It would be great if the logic for delete/mark as spam would let any user mark a ticket as spam regardless of their ticket delete privileges.
NOTE: because we don't use mark as spam in our instance, I am told that while we can continue participating in the EAP, we will not be able to help "train" the new logic as it relies on the mark as spam action.
2) Spam Reporting
Our ZD was implemented by ZD with a spam macro which adds a tag (for reporting) and closes the ticket (we close because we do not want to assign the ticket to another person--in our case an admin--just to mark the ticket as spam).
Per ZD support "mark as spam" has NO reporting associated to it, and we need to know the volume of spam to non spam. I suspect that because of this and due to the delete permission issue, our ZD was implemented--BY ZD--with the macro.
It would be really helpful if the mark as spam had reporting associated to it so we could use the feature AND have data on spam.
3) Auto Responses on Support Tickets Go to Suspended Tickets
Part of the ZD spam logic in the EAP and today is to route ALL messages detected as auto replies to suspended tickets, even those which are auto replies TO A ZENDESK TICKET.
Agents may be missing important info about an interaction because of this...i.e. they may need to know that the person cannot respond for x days or weeks or whatever.
It would be great if auto reply emails on existing ZD tickets were included on the ticket. You already know the ticket and user exist so this should be something you can do!
Please consider making these changes to spam functionality to make it more usable!
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