The Spam ticket view in Freshservice has several functional gaps that impact our team's ability to manage spam effectively. We are requesting the following enhancements:
1. Tickets from Deactivated Requesters Are Automatically Flagged as Spam
When a ticket is submitted by or associated with a deactivated user account, the SYSTEM automatically marks it as spam — even when the ticket itself is legitimate (e.g., an offboarding task, an access removal request, or a ticket submitted on behalf of a former employee). This results in valid work items being silently routed to spam and potentially auto-deleted after 6 months with no agent awareness.
Requested solutions (any or all):
- Admin toggle — Provide an admin-level setting to disable automatic spam flagging of tickets from deactivated requesters.
- Notification routing — When a ticket is auto-flagged as spam due to a deactivated requester, send a notification to a configurable group or agent for human review before the ticket is lost.
- Automation rule support — Allow admins to create workflow/automation rules that fire when a ticket is spam-flagged due to a deactivated requester, enabling custom actions such as reassignment, notifications, or reopening. Currently any actions that are taken by the SYSTEM account do not trigger workflows.
2. Limited Bulk Actions in the Spam View
When tickets are selected in the spam view, the only available bulk action is "Mark as Not Spam." We request the following additions:
- Bulk Delete — Add a "Delete Selected" bulk action so agents can immediately remove confirmed spam without waiting for the 6-month auto-deletion window.
- "Empty Spam" / "Delete All" — A single button to purge all tickets in the spam view at once, consistent with how spam/trash works in standard email clients.
- Select Across All Pages — When spam exceeds one page, provide an option to select all tickets across all pages, not just the current 30-per-page view.
3. Lack of Visibility and Context in the Spam View
- Per-ticket scheduled deletion date — The banner states tickets older than 6 months are auto-deleted, but there is no per-ticket indicator of when that will occur. Adding a "Scheduled Deletion" column would help agents prioritize review.
- Filter/Search within Spam — Allow filtering by requester, domain, subject keyword, or date range to identify patterns and locate misclassified tickets quickly.
Business Impact: Without these controls, legitimate tickets — particularly those tied to employee offboarding or account transitions — are silently routed to spam and risk permanent deletion with no agent awareness, creating compliance risk and missed work. Additionally, with no bulk delete or empty spam option, agents have no way to proactively clear confirmed spam and must rely entirely on the 6-month auto-deletion timer. These enhancements would bring the spam view in line with standard IT service management expectations and give administrators the visibility and control they need.
