Agent doesn't have option to mark as spam

10 Comments

  • Sydney Neubauer

    Do they perhaps have a different role than everyone else? In order to mark tickets as Spam, they need to have the delete permission enabled which is on the role level. 

    If you could check what role they have and see if they have delete permissions on that role.

    1
  • FoE Customer Support Admin

    I am administrator of my instance and just noticed that I no longer have "mark as spam" available in the action dropdown. Did something change?

    Thanks ~Lynn

    0
  • Sydney Neubauer

    I had same issue - clearing cache seemed to fix it.

    0
  • Natalia Lutsevich

    Same problem here. What can be done?

    0
  • Jupete Manitas

    Hi Natalia, thanks for writing in! Marking tickets as Spam has user restrictions. Just to isolate, do the agents have correct user permissions as described in the screenshot below and in this guide article?

    Thank you!

    0
  • Lisa

    Hi Jupete Manitas I am experiencing the same issue. I checked the Agent Interface as instructed and it is set so agents have the permission to delete. 

    I am unclear however if I have this setting correct "agents must have access to all tickets set in their profile". I checked the agent's profile and they have access to all tickets in their groups and the tickets they want to mark as spam are in that group. Is there something else that needs changed here, or where do we go about checking they have this setting correct?

     

    Thanks!

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  • Dane
    Zendesk Engineering
    Hi Lisa,
     
    For Team and Professional plan, access to all tickets can be set in their profile. If you are certain that this option, as well as the ability to delete ticket has been given to the agent, and the report as spam option is till not available, have your agents clear cache and history.
     

     
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  • Lisa

    Thanks, Dane. So the only way to give them the ability to mark a ticket as spam is to give them the ability to see all tickets? I don't want them to be able to see all tickets though, I only want them to see the tickets in their groups, but they should be allowed to mark any tickets in that group as spam.

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  • Dane
    Zendesk Engineering
    I understand your point and your use case. However, it's a requirement for agents to be able to mark tickets as spam.
     
    Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. Thanks!
    0
  • Lisa

    Done, thank you!

     

    0

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