Reviewing spam

In short: Emails that score above your account’s spam threshold do not go to the inbox but to the spam view. There you view them safely, process a genuine customer message as a ticket after all, or delete the spam. You can restore deleted spam for 30 days.

Where to find this

Go to Tickets and click the button with the tooltip View spam in the toolbar. The button shows a counter with the number of spam messages; the same counter appears next to Tickets in the menu. The same button (Back to tickets) takes you back to the normal list.

Who: everyone can view the spam view. Processing as a ticket, deleting and restoring require the Agent role or higher. The option to allow a sender from now on is available from the Organisation admin role. The spam threshold and the list of allowed senders apply to the whole account and are in the account settings, see Spam filter and allowed senders.

The spam view

In the spam view the normal filters, the search bar and the labels are disabled (Filters are not available in Spam). For each message you see:

• the subject, or (no subject);
• the sender, or (unknown sender);
• a Score (number) chip with the spam score, in colour: green below 7.5, orange up to 15, purple above that and red from 22.5;
• the date and time received.

If nothing has been held back, you see No suspicious messages with the explanation New messages above the configured spam threshold appear here.

The ticket overview in the spam view with the subject, sender, score chip and date received on each row, and in the toolbar the buttons for selecting and Recently deleted.

Viewing and assessing a spam message

Click a row to open the message. The dialog shows the subject, the sender, the date received, the score chip and the text of the message. At the top it says Safe view · Formatting and external content are disabled.: images, links and formatting are not loaded, so you can read the message without risk. If the message has attachments, they are listed under Attachments with name and size; you cannot open them here.

The dialog of a spam message with the safe view, the score chip, the text of the message, the Always allow this sender from now on checkbox and the Delete and Process as ticket buttons.

Allowing a sender from now on

If you are an Organisation admin or higher, the checkbox Always allow this sender from now on appears below the message, with the explanation that future messages from this address skip the spam filter. Tick it and click Process as ticket; you then see The message is being processed as a ticket and the sender has been allowed. The address is added to the account’s list of allowed senders and therefore applies to all organisations of the account.

Deleting several spam messages at once

1. In the spam view, click the Select spam messages button. A checkbox appears in front of each row.
2. Tick the messages.
3. Click the button with the tooltip Delete (number) selected spam messages.

With Stop selecting you turn the checkboxes off again.

Restoring deleted spam

In the spam view, click Recently deleted. You see the messages deleted in the past 30 days. In the place of the score chip, each message shows the Deleted chip, with next to it the date and time of deletion instead of the date received. If there are none, you see No recently deleted messages with the explanation Deleted spam messages remain available here for 30 days.

Open a message; the dialog is then called Deleted spam message and at the top it says This message is in Recently deleted and can be restored until (date). Click Restore to Spam to put it back in the spam view (The message is back in Spam.). From there you can still process it as a ticket. With Back to Spam you return to the normal spam view.

Good to know

• Only new messages can end up in spam. Replies to existing tickets and messages from allowed senders always go to the normal inbox.
• Mail from members of a customer group with Never treat as spam, and from that customer group’s domains, never ends up in the spam view, whatever the spam score. See Customer groups.
• Deleted spam is gone for good after 30 days and can no longer be restored.
• A message you process as a ticket goes through normal processing: aishaa reads and understands it and it goes through the organisation’s workflows, just like any other new message. That way it also gets a proposal if needed.
• If a customer is missing from the inbox, always check the spam view before searching further. See also Email not arriving or not going out.
• If you actually want to always block a sender or have their tickets closed automatically, use the incoming email rules. You can block from a ticket via the menu on the customer card.
• The spam view is only for email. WhatsApp messages and phone calls do not go through the spam filter.

Related

• Spam filter and allowed senders
• Incoming email rules
• The ticket overview: filtering, searching and sorting
• Email not arriving or not being sent
• Customer groups