Our business requires the agents to maintain and update a customer list in Freshdesk. We will occasionally delete the contact in the list. As a result, the incoming tickets of those contacts will be marked as spam automatically.
Right now, we need to check the spam mail every hour to make sure we do not miss any ticket from our customers. It is very time-consuming.
I request to change this behavior or at least give us the option to not mark deleted contact as spam in the admin setting page.
It galls me that deleting a contact guarantees their future messages will be marked as spam. This is okay as an option, but should neither be the only choice, nor should it be the default action on delete.
I agree that deleted contacts should not be marked as SPAM automatically. We have so many addresses in our contacts list that need to be purged and we can't becuase we're then afraid to miss something. Freshdesk, please please make this a new feature!
+2I request this feature also. There are few contacts who would be considered SPAM. Some we just don't want in our system for whatever reason - they're not customers - they've called us for insignificant issues, we don't want to create a Contact but they're not Spammers either.
+12Hi,
We're evaluating several options when it comes to deleting a contact. There are different workflows that we're aiming at , one being the option to purge contacts permanently. I'll post an update here as we close in on the action plan.
Cheers!
I see this was marked as "implemented". I just tried it in Mint and nothing was different. Please advise.
Thanks!
+12@Veronica: One of the options discussed here was to completely purge a contact so that it longer exists in the helpdesk. This is possible in Mint. Are you looking for a different option? If yes, can you please explain your need and how you expect this to work?
Cheers!
How do you do that? All I have is a "delete" button and that still has the message that all future emails will be marked SPAM.
+12Veronica,
The first step would be the soft delete - the one that you see currently on the screen. Post this action, you'd be taken to the contact page where you'll see the option to permanently delete the contact and wipe off all the records from the helpdesk.
Cheers!
Ok, I now see what you are talking about. This is still not acceptable. It says it will delete the tickets associated with the email address I'm removing. This will not work for me. Why can't we just remove contacts from the address book without them being marked as SPAM? What you have done is not a viable solution for me.
+12@Veronica: So, if I'm getting this right, you're looking for an option to delist contacts from the contacts list. How do you envision their access to create tickets or visiting the portal?
Cheers!
A contact should be removed from the address book, but not marked as SPAM when they submit another ticket. Their tickets that exist should not be impacted. We don't use the portal, but I would envision that their current access be revoked and they would have to create a new login if they return. The only change I would make to current coding/process is that future incoming emails are not marked as SPAM. I can't speak for all customers though on how the rest of the system is impacted.
My problem is we have 8 "Jason" emails in our address book and we only currently need 1 of them. The other "Jason" emails belong to old clients. We need their history persevered and we need their emails to come through if they ever contact us again.
I hope this helps and makes more sense.
This option is implemented it seems. However when I delete a contact I still get the message that if the customer will ever contact us again it will be considered as spam.
How do I change this?
I agree : there should be a global option to NOT mark messages from deleted contacts as SPAM. If I want this, I use the BLOCK function.
Deletion is for "not anymore" customers, but they can want to recontact us for business, and currently we will never get their messages !!!
Per Hemanthkumar I am commenting on this thread again. When a contact is soft deleted, FD should NOT mark all new emails as SPAM. This needs to be implemented ASAP. I am now going to have to check SPAM constantly to ensure we are not missing any tickets.
This definitely needs to be fixed. It makes testing scenarios impossible for me since the deleted contacts are marked as SPAM. Not sure why this has not been implemented. Freshdesk???
Reposting since this still has not been addressed: A contact should be removed from the address book, but not marked as SPAM when they submit another ticket. Their tickets that exist should not be impacted. We don't use the portal, but I would envision that their current access be revoked and they would have to create a new login if they return. The only change I would make to current coding/process is that future incoming emails are not marked as SPAM. I can't speak for all customers though on how the rest of the system is impacted.
My problem is we have 8 "Jason" emails in our address book and we only currently need 1 of them. The other "Jason" emails belong to old clients. We need their history persevered and we need their emails to come through if they ever contact us again.
Hello Everyone!
Apologies for not having been active here.
Currently, soft deleting a contact would mark the future tickets as SPAM automatically intending that the user is not valid. On the other hand, hard deletion would erase off the entire data that is associated with the contact. So, when the same contact raises a ticket again, it creates a new ticket and would not end up in SPAM. But we are happy to explore the possibilities of changing the behavior of contact deletion. You can follow this space for any updates on the new features/enhancements from us.
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