Mark tickets as spam or move them to Trash
Keep junk out of your views with Mark as spam, delete tickets to Trash and restore them exactly as they were. Nothing in Trash is lost.
Last updated 2 min read
Not every ticket deserves an answer. Spam and Trash keep junk and mistakes out of your views without losing anything.
Before you start
- Who can do this: agents, admins and owners.
- Plan: all plans.
Step by step
Mark as spam
- Open the ticket.
- Press More actions (⋯) and choose Mark as spam.
- A message confirms Marked as spam.
Move to Trash
- Press More actions (⋯) and choose Move to Trash.
- A message confirms Moved to Trash.
Undo either one
- Open the ticket from the Spam or Trash view (under More in the views rail).
- Press Not spam or Restore in the banner, or use Restore from Trash under More actions.
What happens next
| Action | Where the ticket goes | Banner |
|---|---|---|
| Mark as spam | Spam view | "This ticket is marked as spam." with Not spam |
| Move to Trash | Trash view only | "This ticket is in Trash." with Restore |
Both are recorded in the activity log. Trash keeps the ticket's status, so restoring puts it back exactly where it was.
Out-of-office replies and bounces never become tickets in the first place. See Auto-replies, bounces and mail loops.
What counts as spam?
Use spam for messages nobody should answer: cold sales pitches, link farms, scams and phishing. A rude or angry customer is not spam; they still need an answer. If you are unsure whether a message is genuine, leave it open and ask a teammate, because spam tickets drop out of every normal view.
Tips
- Use spam for junk and Trash for duplicates or tests you made yourself.
- Glance at the Spam view once a week. Real customers occasionally write in a way that looks like spam, and a quick look catches them before they give up on you.
- If one sender keeps sending junk, a rule can mark their messages automatically. See Create a rule.
- Clean up many at once with bulk actions. See Update many tickets at once.
- Admins can hide the Spam and Trash views for everyone if your team rarely needs them. See Use views to organise tickets.
Troubleshooting
I cannot find a ticket I deleted
Search does not include Trash. Open the Trash view.
"Viewers can look but not change tickets. Ask an admin for agent access."
Viewers cannot mark spam or move to Trash.
Frequently asked questions
What is the difference between Spam and Trash?
Spam is a status for junk, such as sales pitches or scams, and spam tickets sit in the Spam view. Trash is for tickets you want out of the way entirely. Trashed tickets keep their status and sit only in the Trash view, so Restore from Trash puts them back exactly where they were.
Are tickets in Trash deleted for good?
No. Trash is recoverable. A trashed ticket keeps all its messages and its previous status, and Restore from Trash brings it straight back. There is no automatic emptying of Trash today, so nothing in it disappears without someone choosing to remove it.
Do spam tickets show up in search?
Yes. Spam tickets are hidden from normal views but included when you search, so you can find a real customer email that was marked as spam by mistake. Trashed tickets are never included in search; open the Trash view to look for them.
How do I get a ticket out of spam?
Open it and press Not spam in the banner at the top of the ticket, or choose Not spam under More actions. A message confirms Moved out of spam and the ticket returns to your open views so the team can answer it.
Does marking a ticket as spam block the sender?
No. Marking as spam changes this ticket's status only and does not block future emails from that address. If the same sender keeps writing, create a rule that marks their emails as spam automatically, using the customer email condition.
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Related articles
- Update many tickets at onceSelect tickets in the list and assign, tag, close, snooze, mark read or unread, set priority, move to a team, mark as spam or move them to Trash in one go.
- Close, reopen and set a ticket's outcomeClose a ticket when it is done, fill in required fields such as the outcome in the Before you close dialog, and reopen it if the customer needs more.
- Auto-replies, bounces and mail loopsHushdesk ignores out-of-office replies, bounces and its own replies coming back, so they never become tickets or start an endless email loop.
- Use views to organise ticketsCreate shared views with filters for status, channel, tags, team and priority, group them into sections and choose which default views everyone sees.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.