In a tech support role, I primarily use “tickets” and not “conversations”. I see there is no option to block emails or mark emails as spam from the “tickets” view. This would be a huge time saver if I could do this in my normal work window instead of having to jump back to Converstations to help clean up and reduce junk mail for our company.
When a spam email comes in to our service desk and creates a ticket, there needs to be an action called “Mark as junk” that removes the ticket, the contact, and puts the contacts email address on a block list so that they can’t keep spamming us in Tickets.
I can see this issue getting unmanagable in the near future. Note that using the unsubscribe link in the spam email is not a solution, it just lets the spammer know there is a human reading the email.
We came from JitBit Helpdesk and it had that functionality available with a single click.
It also needs the corresponding capability to mark the associated contact / company as spam as well. Otherwise if a ticket is spam it’s a three step process
1) Delete the ticket
2) Delete the company
3) Delete the contact
Otherwise our contact / companies list would be junked up with 25-50 spam per day at least!
What’s needed is an ability for Hubspot to “learn” from Helpdesk staff constantly flagging tickets as spam, taking into account subject lines and sender details. Relying on account Admins to manually maintain a deny list, when it is frontline Service Hub staff who are reading individual tickets and classifying them as spam, or not is an ineffective solution.