Your Helpdesk is set up to provide support for your customers. But sometimes one user just keeps sending in spam. How do you stop it?
Blocking a user does not stop that person from submitting tickets
On our Full Service and Feedback plans, you can block a user. This prevents the user from signing in, which means they can't create ideas or comments.
However, that doesn't work with tickets. Users don't have to sign in to submit a ticket (so your legitimate users can quickly contact your support team). So even if you block a user, his or her tickets will still make it through to your queue.
Marking the tickets as spam takes time
You can mark tickets as spam. However, our spam system learns over time (so it does take a while), and it learns from the content of the email, not the sender's email address. So what is the best way to deal with these spammy tickets?
Solution—Use a rule to mark a user's tickets as spam
You can set up a rule that will mark tickets as spam based on the sender's email address. If you have multiple users spamming you, you can set up multiple conditions.
You can be very specific with the user's exact email address, or more general if you get a lot of spam from a specific email domain.
Other Article You Might Enjoy:
- How do I view and manage users on my Forum
- How do I create rules for incoming tickets
- How can I prevent out-of-office replies from cluttering my ticket queue?