Marking tickets as spam helps keep your ticket queue clean by moving unwanted or irrelevant tickets out of active work views. In BoldDesk, Mark Ticket as Spam is a Ticket Automation rule action that automatically marks a ticket as spam when the rule conditions match, and it can be configured in both Create Ticket Triggers and Update Ticket Triggers.

Steps to mark ticket as spam

1. Open the Admin module.

2. Go to Ticket Automation → Create Ticket Triggers.

3. In the top-right, click Add Rule.

   

4. On the Create Rule screen (the Choose Condition tab), enter:

   • Rule Name
   • Description

5. Select Business Hours (for example, Calendar Hours (24 hrs × 7 days)).

6. Under Apply this rule to the tickets that meet All of these conditions, configure the conditions you want.

   

7. Click Next to go to the Set Action tab.

8. In the action dropdown, select Mark Ticket As Spam and set it to True.

9. Click Add to save the rule.

   

Result

• When the rule conditions are met, the ticket is automatically marked as spam.

Rule Execution Behavior for Update Triggers

If the rule is configured under an Update trigger:

• The rule executes after a ticket field is updated (based on the trigger and conditions you configured).
• After the rule executes, the ticket is marked as spam.

Where to See Spam Tickets (Output)

After the rule runs and a ticket is marked as spam, BoldDesk moves the ticket to the Spam Tickets area so it no longer appears in the active ticket views.

View spam tickets

1. Open the Tickets module.

2. Open the Spam Tickets view/page to see all tickets currently categorized as spam.

   

Frequently Asked Questions

1. Where can I use the “Mark Ticket as Spam” automation action?
   You can use Mark Ticket as Spam in Ticket Automation triggers, including Create Ticket Triggers and Update Ticket Triggers.

2. Can I combine “Mark Ticket as Spam” with other actions in the same rule?
   No. If a rule uses Mark Ticket as Spam, the rule cannot include any additional actions in the same rule (for example, property updates or notifications).

3. When does an Update Trigger spam rule run?
   If the rule is configured under an Update trigger, it runs after a ticket field is updated, based on the conditions you configured, and then the ticket is marked as spam.

4. Where can I see tickets that were marked as spam (output)?
   After a ticket is marked as spam, BoldDesk moves it to the Spam Tickets area, where it no longer appears in active ticket views. You can view it from the Tickets module by opening the Spam Tickets view/page.

5. How long are spam tickets retained?
   Spam tickets are automatically deleted 30 days after they are marked as spam.