Is there a way to remove or hide the SPAM option on the drop down menu in Freshdesk? I looked at the Roles permissions and didn't see a way to turn that off. Some individuals are a bit click happy and for some reason the Spam option is right next to the Print option so it's really easy for the quick clickers to hit that and make tickets disappear. And since freshdesk doesn't search for tickets in Spam/Trash, for whatever reason, it kind of causes issues that would be avoided if we could remove that from base agent screens. We don't have an issue with spam in general, so nothing ever goes in there unless we send it.
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Hello Mike,
Hope you are well. Regarding your concern, it would not be possible to hide the provision of spamming a ticket from the agent portal. However, as a work-around you can create a ticket update rule to send an email notification to the Admin when an agent marks a ticket as spam.
You can go to Admin > Automation > Ticket update > New rule and Set the event performer as Agent > Set the event as Ticket is marked as spam > Set the properties of the ticket on which you would want the rule to run > perform action to send email to agent
This way you can even add the ticket URL in the notification description to track such tickets. I hope that helps. Have a good day!
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