What is the problem?
Currently, the ability to mark a ticket as spam is tied to the ability to delete a ticket. I think these actions should be distinct.
Why is it a problem?
As we suffer from a large amount of spam, we want to allow all agents the ability to mark tickets as spam without granting them permission to delete tickets.
How do you solve the problem today?
We do not have a real resolution. We have adopted a "quarantine" approach as well as a macro that simply tags tickets as spam and closes them but this circumvents the native spam system in Zendesk and so does not allow the system to learn.
How would you ideally solve the problem?
I would offer a second checkbox when defining roles under the "Edit ticket properties" section titled "Mark tickets as spam" so it is a distinct action we can enable/disable per role. The state of these checkboxes would then be reflected in available actions in the UI.
How big is the problem (business impact, frequency of impact, who is impacted)
Medium business impact - the system is still usable but we have to adopt workarounds for a simple task. We have also had to delegate the task of marking hundreds of spam tickets as spam to a handful of people who have other, better things to do. To help with this we currently encourage our agents to use the macro we've setup but as I have mentioned, this circumvents the native spam system and simply clears the decks.
High frequency - we receive a large amount of spam so this is a daily occurrence.
All agents who use the system are impacted.
I appreciate this would be a sizeable change so keen for a discussion and open to comments. I strongly suspect this is something that has been requested before, particularly for larger customers with multiple brands and many support addresses.
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