Genuine customer emails / tickets with clear domain, email-id, email content occasionally lands in Freshdesk’s SPAM folder. Unless manually checked for this ticket in SPAM, we will miss out on the ticket and resolving our customer problem. However, customer would assume we are working on their ticket, and consider it bad service when they do not receive a response.
The cleaner option will be to show a notification dot (red dot) on the SPAM folder if and when any ticket automatically lands in the SPAM folder due to FD’s own back end logic of marking any tickets as spam. In it’s absence, it becomes a manual task to monitor and ensure the SPAM folder is clean.
Request to consider it as a valid useful enhancement. Alternate option is to notify as a running / highlight bar / via email to the admins.
