Hi Angela Rea - that's a real bummer! You can delete a ticket by clicking the menu in the upper right and selecting delete. I'm not sure how that affects reporting in Explore.

I can make one suggestion that doesn't involve deleting the ticket. I added a condition to our request customer satisfaction rating automation. It looks for the tag "nosurvey" and if it's in the ticket, a survey will not be sent. I've instructed my team to add that tag to tickets where people contact us about things totally unrelated to our business. That way, they get "credit" for answering the ticket, but it cannot be rated "bad" by the non-customer.

It does require agents to remember, and you also have to have trust that they'll use it in the right situations. I have also created a macro to use for particular types of mistaken contact that are common, and that macro adds the "nosurvey" tag automatically.