Part of modern email messaging deals with unwanted and unsolicited communications. For tickets Zendesk identifies as "spam", these are automatically moved to a Suspended view and need to be manually verified.
To review these tickets, select the Views icon from the left navigation bar and scroll down to select Suspended from the available options.
Each suspended ticket needs to be viewed and verified that it is actually spam. For those that are, these tickets are set to Delete permanently. For those that are legitimate, select Recover to put them back into the available queues.
All agents are required to monitor the Suspended view to ensure those incorrectly identified as spam still receive a timely response in alignment with SLA 1st response time expectations.
Messages that Zendesk does not catch that are still considered spam need to be closed out immediately, with no further action taken. To close out a ticket because it is spam:
- Scroll down on the left hand side to the bottom of the Ticket Attribute fields.
- Locate the Recipient field.
- Select Archive Mail.
- Click Submit to save.
The effect of using Archive Mail will immediately close the ticket. Filling other attribution fields is not required to close these tickets.
**NOTE: Use of Archive Mail is reserved exclusively for Spam messages. Any other use is prohibitive and considered as intentional mis-use of Zendesk functionality, interfering with our customers' ability to contact and communicate with Support.
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