Subtotal: $59,436.00
Even though helpdesk was designed to be used only by authenticated users, we get lot of spam requests or marketing requests in support center which we want to avoid. Currently, the only option to avoid those tickets is to change the status to resolved (without taking any action).
If there is a way for non-admins to remove such tickets from help desk, it would be useful to keep the ticketing system clean with only support questions.
I recommend creating a Resolved Status such as "Junk & Spam" and using that to resolve the ticket. The problem with that approach is that notification emails still go out... perhaps we should address that by including an option such as "Do Not Send Notifications"
I also feel that Live Helpdesk can use some tools for spam/junk filtering. One idea would be to create a blocked email address list. A agent can simply flag a ticket as "Spam" and the from email would be blocked from creating any new tickets.
What do you think?
I really like Spam/Junk filtering idea and ability to flag a ticket as "Spam" and email would be blocked from creating any new tickets. But we should also have ability to unmark someone who has been previously marked as spam.
On a completely unrelated note, i encountered a weird scenario today where our support email address got marked as spam and the emails from help desk never got delivered to few users (the reason being "support@" prefix is marked as spam by some recipient systems).
Yes. We'll need the ability to manually enter/remove spammed email addresses.