Marking as spam
Mark a Ticket as spam to move it out of your active inbox and exclude it from analytics. Use this for cold sales pitches, automated noise, scams, and any Ticket that isn't a genuine customer enquiry.
Mark a Ticket as spam
Open the Ticket.
Click the ⋯ menu in the top-right.
Select Mark as spam.
The Ticket moves to the Spam view in your sidebar, stops appearing in your active inbox, and is excluded from analytics.
You can also bulk-mark Tickets as spam: select multiple Tickets in the inbox and choose Mark as spam from the toolbar.
Restore a Ticket from spam
Open the Spam view from the sidebar.
Open the Ticket.
Click the ⋯ menu and select Not spam.
The Ticket returns to your active inbox and counts in analytics again.
Spam vs. Close
Mark as spam — for Tickets that shouldn't have been in your inbox at all (cold pitches, automated noise, scams). Excluded from analytics.
Close — for genuine Tickets you've finished handling. Counted in analytics as resolved.
If you Close a Ticket that was actually spam, it skews your resolution metrics. If you mark a genuine Ticket as spam, it disappears from your team's reporting.
New messages from a contact whose previous Ticket was marked as spam still create new Tickets in your active inbox. Marking spam doesn't block the contact — it only affects that one Ticket.
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