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For deleted tickets, allow to mark ticket as spam without having to restore it first

Related products:Freshdesk

Forum|Forum|10 years ago
July 6, 2016
4 replies
34 views

thanos.massias
Contributor

For deleted tickets ( those in Trash ) I'd like to be able to mark a ticket as spam without having to restore ( undelete ) it first.

I would like to have this option on the individual ticket page.

The way we are working is this: agents are instructed to just delete tickets that don't belong in the helpdesk. From time to time, a supervisor looks through the Trash folder and decides which of the deleted tickets should be marked as Spam ( and also makes sure that no "real" ticket was deleted by mistake ). Being able to move a ticket from Trash to Spam in one step, is very convenient.

G

gmerizzi
Community Debut
Forum|Forum|10 years ago
July 6, 2016

+1

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P

priyo_old
Community Debut
Forum|Forum|10 years ago
July 7, 2016

Hi Thanos,

Thanks for sharing.

Summarizing the use case here:

An dispatcher rule moves ticket to trash based on certain condition match.
Some of those tickets may be also spam and you want to block the contacts going forward. Marking such tickets in trash as a spam would help bulk tag those contacts as blocked

Let us know if this captures the required.

Thanks,

Priyo,

Freshdesk Product Management

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T

thanos.massias
Author
Contributor
Forum|Forum|10 years ago
July 7, 2016

Dear Priyo, the use case is correct.

Freshdesk could:

1) add an option for marking, in bulk, selected tickets as spam on https://myaccount.freshdesk.com/helpdesk/tickets/filter/deleted ( the Trash page )

2) add an option for marking an individual ticket as spam on, say, https://myaccount.freshdesk.com/helpdesk/tickets/45391 ( the individual ticket page - talking about deleted tickets )

I would like to have option #2 ( individual ticket ) but if you can also provide option #1 ( bulk selection in Trash page ) in addition, it is welcome.

This is option #1: