The Spam folder (Helpdesk)

In Tidio's Helpdesk, apart from regular ticket folders, you have access to the Spam folder as well. It is located near the bottom of the general Inbox - underneath the Views list and above the Operators 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.

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

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 Helpdesk. 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.

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):

... or the Mark as spam button in the upper-right of the ticket you're looking at:

Whenever you move a ticket to the Spam folder, the ticket will show in your Tidio project's Analytics as a deleted ticket.

Managing your Spam tickets

You can see all of your spam tickets inside the Spam folder, listed chronologically:

Operators 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:

Another way is to use the Mark as not spam button in the upper-right of the ticket:

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:

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.