What is the definition of a suspended ticket?

A suspended ticket means that the ticket is put on hold for further analysis. Most often it concerns messages that look like SPAM. They are not placed in the next 'to be solved', but put away as SPAM.

How can a ticket be suspended?

Tickets can be evaluated as SPAM and suspended automatically or manually, depending on your preferred conditions, such as keywords in the subject or body of the email.

Is it possible to suspend a ticket in the LiveAgent system?

At LiveAgent, suspended tickets are simply SPAM. If you decide that a given ticket is not SPAM, you can uncheck it and add it to the regular queue. Spam filters can be set automatically or manually based on your preferred conditions (such as keywords in the subject line, email body).

Suspended Ticket

A suspended ticket is a support request marked as SPAM that’s set aside for further analysis, helping support teams focus on genuine customer inquiries.

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

Back to Help Desk Software Glossary

Frequently asked questions

: A suspended ticket means that the ticket is put on hold for further analysis. Most often it concerns messages that look like SPAM. They are not placed in the next 'to be solved', but put away as SPAM.
: Tickets can be evaluated as SPAM and suspended automatically or manually, depending on your preferred conditions, such as keywords in the subject or body of the email.
: At LiveAgent, suspended tickets are simply SPAM. If you decide that a given ticket is not SPAM, you can uncheck it and add it to the regular queue. Spam filters can be set automatically or manually based on your preferred conditions (such as keywords in the subject line, email body).

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