Spam Solves in Zendesk

Some tickets that are generated in the Support Queue in Zendesk are not actionable by our team, warrant no response, and should be categorized as “spam.”

If no actions are needed, and it does not need to be sent to a different team, it should be marked as spam (unless it is attached to an organization).

Proper utilization of this tag ensures a level playing field for all members of the support team, and helps to prevent over-inflation of solves for any one agent.

The “No follow up tag” should not be used If you notice this tag automatically generating on what appears to be a spam ticket, it should be removed and replaced with the “Spam” tag. “Spam” is the only tag needed, and it does not need to be used in conjunction with any other categories (ie: Sales/marketing, etc)

Below, you will see several examples of tickets that can and should be categorized as “spam.” If you are unclear on whether a ticket would be considered spam or not, please reach out directly to your team lead or manager to clarify. Using “no followup needed” is not an acceptable alternative to proper utilization of the “spam” tag.

Below we have included some examples of tickets that qualify as spam. Please keep in mind that this is not an exhaustive list-please see your team lead or manager for clarification if you are unsure whether a ticket is spam.

Examples of Spam Solves:

1. Tickets soliciting services to our team, typically directed at one individual (these may be client lists, client data, conferences, certifications, etc). We should not send replies to these emails.

   

   

2. Fareharbor.me password changes from WordPress

   

3. Product Updates/Flyers from non-client companies we work with, such as Airtable, Google

   

4. Google Security Updates

   

5. Product Solicitations

   

6. Website chat copies from end users

   

7. Auto Responses that don’t warrant a follow up and are not attached to a client

   

Some tickets may appear to be spam, but cannot be marked as such. This is to prevent client emails or emails from companies we work with from getting blocked by the support queue. Examples of tickets which are not spam:

1. Marketing Emails sent from clients as mass-emails

   

   These can be solved with the “Newsletter” tag.

2. Emails from companies we work with which do not require action, but that we would not want caught in the spam filter, such as Wherewolf.

   

   These can be solved with the appropriate tag such as “Wherewolf” in order for us to continue to track accurate numbers on these requests.

3. Emails from Google Search Console detailing analytics information for client websites

   

   These can be sent to FH Sites team