Trash, spam and suspended tickets

In this article, we'll explain how to send a ticket to Trash or Spam. But what are Suspended Tickets? Your Helprace intercepts email from a wide variety of sources. In most cases an email goes through and becomes a ticket. In other cases, email can be held by the system, which we call a suspended ticket.

If you have any ticket access restrictions set up (if your Teams can see different tickets - see ticket access and visilbility), then the same restrictions will extend to your Trash and Spam filters.

Trash

Marking a ticket as Trash sends it to the Trash filter. Trash tickets older than 30 days will be automatically deleted.

You can also use a search query, deleted:yes to call up this list and view each ticket.

Send a ticket to trash

While in ticket, select Trash from the menu:

Or in ticket list:

You can also do this with Bulk Actions.

Recovering or clearing trash

Anyone can recover, but only Owners and Admins have the ability of deleting tickets from the Trash filter.

Click ⋮ to the right of the message and select Recover or Delete.

You can also do this when viewing a ticket or with Bulk Actions.

Spam

Marking a ticket as Spam sends it to the Spam filter. Spam tickets older than 30 days in this filter will be automatically deleted.

Incoming tickets that were detected as spam by the system will also appear here, if there are any.

You can also use a search query, spam:yes to call up this list and view each ticket.

Send a ticket to spam

 While in ticket, select Spam from the  menu:

Or in ticket list:

You can also do this with Bulk Actions.

Recovering or clearing spam

Anyone can recover, but only Owners and Admins have the ability of deleting tickets from the Spam filter.

Click ⋮ to the right of the message and select Not Spam or Delete.

You can also do this when viewing a ticket or with Bulk Actions.

Suspended Tickets

Some tickets are set aside by Helprace as being non-human (automated) or not being a support request. These tickets are separated from the rest for further review on your part.

If any have been caught, they will appear in a new filter.

Reasons for a ticket to be suspended

Tickets can be suspended if they are not created by a human or assumed not to be a support request by Helprace. These include:

• System tickets from postmaster@, mailer-daemon@ and mail-daemon@
• Messages suspected as spam

Cause of suspended tickets

Suspended tickets are given a status so that you are able to quickly scan the root cause of suspension. Here is a list of statuses and their descriptions:

Recovering a suspended ticket

While in this filter, click ⋮ to the right of the message and select Recover Automatically, Edit & Recover or Delete.