Spam in Open Tickets
Review the ticket to ensure that they are not are not a valid member. If they are, and are sending a spam-type marketing message but may send support requests at another time, Shift + Close the ticket.
If they are not a member (i.e. asking to submit blog posts and share their links on our websites, marketing SEO, obvious POs and invoices and potential links, etc.) in the ticket:
Open the ticket.
On the right-hand side, click on the contact name i.e. David Spam
CONTACT DETAILS | Edit
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spam@spam.com
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Click on the 2nd tab in the top menu (Delete).
Click on Confirm. This prevents any further spam messages from coming into our Open tickets again and immediately marks them as spam.
Next, open the ticket and click on the last tab (Delete).
And click Delete again.
These tickets will now go to our Trash folder.
Checking the Spam folder
Check at least twice daily to ensure there are no valid tickets in our Spam folder. Occasionally, this happens (sometimes an agent deletes a contact by accident and/or they are an older contact who has since purchased new). This is easily fixed.
Go to the Spam folder:
Click on the ticket that that should not have been moved to the spam folder. (This is just an example that I am using that I'll move back to spam after providing instructions.)
On the right-hand side, click on the contact name i.e. WordPress
CONTACT DETAILS | Edit
D
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Click on the first tab (Restore)
It will bring you to the All Contacts screen. Click on Tickets and it will bring you back to the Spam folder. Click on the ticket again and select Not Spam.
This will move the ticket back into our Open tickets.