# The Spam folder (Ticketing) Section: Email Description: How Tidio filters spam tickets automatically, how to mark tickets as spam or not spam, and how to manage the Spam folder. Verified against Tidio panel 12.304.0 Last updated: 2026-11-04 Source: https://help.tidio.com/articles/spam-folder/ In Tidio's Ticketing, apart from regular ticket folders, you have access to the **Spam** folder as well. It is located in the left-hand navigation of the Inbox - right below **Mentions** and above the **Views** list. Thanks to the Spam folder, your tickets can be free of certain unwanted emails; you can also mark specific emails as spam yourself, or make sure some other incoming emails are never marked as spam in the future. ![The Inbox's left-hand navigation, with the Spam folder highlighted right below Mentions and above the Views list]() **In this article, you will learn:** - [What kinds of tickets are marked as spam automatically]() - [How to mark tickets as spam manually]() - [How to manage your Spam folder]() [Video]() Silent walkthrough. Mark a ticket as spam and back. Open the Inbox and open the test email ticket. Click the three-dots icon in the upper-right of the ticket and choose Mark as spam. Confirm in the window that pops up. Click Spam in the left-hand navigation and open the ticket. Click Mark as not spam at the bottom of the ticket. Open Unassigned tickets to show it's back. ## Automatic spam detection There are certain types of incoming tickets that Tidio marks as spam **automatically**. Whenever this happens, Tidio **does not flag an entire contact as spam**; only this one particular message will go to the Spam folder in your panel. This way, Tidio filters out specific messages only, but leaves others (from the same sender) untouched. In general, Tidio tries to mark the following types of tickets as spam: - **Newsletters** (but not replies to newsletters) - **Autoresponders** and out-of-office messages - Messages coming from **no-reply** senders Whenever Tidio moves a ticket to the Spam folder, the ticket is not reflected in your Tidio project's **Analytics** in any way. 💡 **Please note:** tickets in the Spam folder which are **over 30 days old** are automatically deleted. You'll find the same reminder at the top of the Spam folder: **Spam messages older than 30 days will be deleted automatically.** ## Marking tickets as spam manually When you decide to mark a ticket as spam yourself, **all future emails from the same sender will be marked as spam**. This allows you to filter out entire unwanted contacts (similarly to the **Block email address** option [described in this guide]().) If you want to mark a ticket, you can do that either by using the **Mark as spam** option in the ticket list itself (visible upon opening the options menu for a ticket or group of selected tickets): ![A ticket's circled three-dot menu is open, with "Mark as spam" highlighted.]() ... or the **Mark as spam** option in the three-dots menu in the upper-right of the ticket you're looking at: ![An open email ticket, with the three-dots menu in the upper-right of the ticket open, with Mark as spam highlighted among Merge into, Block email address and Delete]() Simply confirm in the window that pops up, and the ticket will move to the Spam folder. 💡 **Please note:** you can mark **up to 100 tickets** as spam at once. If you select more, the **Mark as spam** button above the ticket list is grayed out. Marking as spam is also not available for tickets created from **Facebook** and **Instagram** comments, or for **phone call** tickets - for these, the option is grayed out, and hovering over it tells you why. Whenever you move a ticket to the Spam folder, the ticket will show in your Tidio project's **Analytics** as a deleted ticket. The Spam folder is for tickets only. To stop unwanted live chat visitors, you can ban them instead - see [Banning visitors](). ## Managing your Spam tickets You can see all of your spam tickets inside the **Spam** folder, listed chronologically: ![The "Spam (5)" folder lists tickets and warns that spam messages older than 30 days are deleted automatically.]() Agents **cannot respond to spam** tickets, but they can either delete them or mark them as not spam. This can be done in several ways; one is by clicking the **Mark as not spam** button at the bottom of the ticket: ![An arrow points to "Mark as not spam" below a ticket labelled "This ticket was marked as spam", beside "Delete".]() Another way is to use the **Mark as not spam** button in the upper-right of the ticket: ![The "Mark as not spam" button is outlined in the upper-right ticket toolbar beside "Delete".]() And lastly, you can use the **Mark as not spam** option in the ticket list on the left, which allows you to mark multiple tickets at once: ![Two spam tickets are selected, and the bulk-action toolbar displays the "Mark as not spam" tooltip.]() Tickets marked as not spam go back to your **Unassigned** tickets. Once a ticket is marked as non-spam, nothing else from the same sender will be marked as spam (automatically) ever again. You can still, of course, mark tickets as spam manually later on. 💡 **Please note:** the **Delete** button in the Spam folder is only visible to agents whose [permissions]() allow them to delete tickets. Deleting spam tickets can't be undone. ## Further reading - [Email (Ticketing)]() - [Banning visitors]()