Zoho Desk includes spam detection that analyses incoming emails for known spam patterns. Tickets identified as spam are moved to a separate spam queue where administrators can review and permanently delete them. The spam filter can be trained by manually marking tickets as spam.
Administrators can create spam rules based on sender email addresses, domains, or content patterns. Blocklisted senders have their emails automatically moved to spam without creating active tickets. This keeps the main queue free from known spam sources.
For spam tickets arriving via web forms, adding CAPTCHA to the form submission prevents automated spam bots from creating tickets. This reduces spam ticket volume at the source rather than filtering after creation.
A spam ticket is created from unsolicited or automated emails rather than genuine customer queries. Zoho Desk’s spam filtering moves these to a separate queue to keep agent queues focused on real customer issues.
Prevention methods include spam rules based on sender domain or content patterns, blocklisting known spam sources, adding CAPTCHA to web forms, and training the spam filter by manually marking spam tickets.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.