Exim
Exim is a flexible, free mail transfer agent for Unix-like systems. Integrating it with LiveAgent enhances email support and tracking. Ideal for users needing c...
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What is a Suspended Ticket?
A suspended ticket is a support request detected as SPAM and set aside for further analysis. These tickets can be reviewed and unmarked if needed, enhancing support efficiency.
What is a Suspended Ticket?
LiveAgent can detect spammy looking emails. In some helpdesk systems, these kinds of tickets are called suspended tickets. In LiveAgent however, they’re simply called SPAM. When a ticket is marked as SPAM, it’s not included in the ’to solve" queue but it’s set aside. If you decide that a particular ticket is not SPAM, you can unmark it and add it to the regular queue.
LiveAgent SPAM filters can be set automatically or manually, based on your preferred conditions like keywords in subject or body of an email. This feature can help you ban IPs and make a list of blacklisted email addresses.
How to Manage Suspended Tickets?
Managing and handling SPAM tickets can be a time-consuming task. However, with advanced SPAM detection capabilities, the ticketing tool can automatically identify and distinguish spammy-looking emails, marking them as suspended tickets. Separating these tickets from the others allows support agents to focus on genuine customer inquiries, delivering faster response times and better support quality.
The ability of the ticketing tool to set up filters and blacklist IPs and email addresses further enhances its effectiveness. This is where choosing the best ticketing tool comes into play. Consider the different options available on the market, and make sure to compare the features that each of the tools provide. This will ensure that you choose the one that meets your specific needs.
Setting Up SPAM Filters
LiveAgent allows you to configure SPAM filters in multiple ways:
Automatic Filtering
- Set up rules based on keywords in email subject lines
- Create filters based on keywords in email body content
- Configure IP-based blocking to prevent emails from specific sources
- Establish blacklists of known SPAM sender addresses
Manual Review
- Review suspended tickets individually
- Unmark tickets that were incorrectly flagged as SPAM
- Add legitimate senders to whitelist
- Adjust filter rules based on review findings
Best Practices for Managing Suspended Tickets
To maximize the effectiveness of your SPAM management:
- Regular Review: Periodically review suspended tickets to ensure legitimate messages aren’t being filtered
- Refine Filters: Continuously adjust your filter rules based on patterns you observe
- Maintain Blacklists: Keep your IP and email blacklists updated with known SPAM sources
- Train Your Team: Ensure all agents understand how to identify and handle SPAM tickets
- Monitor Metrics: Track SPAM detection rates to ensure your filters are working effectively
