Spam Protection
Spam Protection keeps junk and noisy senders out of the active ticket queue without permanently deleting the record. Admins can review quarantined tickets, restore false positives, and manage blocked senders from one place.
Where to find it
Admins can open Settings > Tickets > Spam Protection. The page has two tabs:
- Quarantine: tickets that were marked as spam.
- Blocked Senders: email addresses your workspace blocks before they create more noise.
How quarantine works
When a ticket is marked as spam, FyneDesk moves it out of the normal ticket queue and into the quarantine list. The ticket is hidden from everyday work, but it is still recoverable if it was marked incorrectly.
- Open Settings > Tickets > Spam Protection.
- Use the Quarantine tab to review spam tickets.
- Restore any ticket that should go back to the active queue.
Blocked senders
Blocked senders are email addresses your team does not want creating active tickets. Use this when a sender repeatedly creates junk, automated noise, or irrelevant requests.
- Open the Blocked Senders tab.
- Add the sender email address.
- Remove or restore a sender later if the block is no longer needed.
Letting agents manage spam
Admins always manage Spam Protection from Settings. If you want trusted agents to help review spam, turn on Allow agents to manage spam protection.
When this setting is on, agents see Spam Protection in My Settings > Security. When it is off, admins keep control from the main Settings area.
Recommended setup
- Keep the delegation toggle off if your team wants strict admin-only control.
- Turn it on if agents are already trusted to triage incoming ticket noise.
- Review quarantine regularly, especially after blocking a sender.
- Block only clear junk or repeated noise. For normal support requests, use ticket status, routing, or automation rules instead.
Troubleshooting
I do not see Spam Protection in My Settings. Ask an Admin to check Settings > Tickets > Spam Protection and turn on Allow agents to manage spam protection. Admins manage the feature from Settings, not My Settings.
A real ticket was marked as spam. Restore it from the Quarantine tab. If the sender was also blocked, remove the sender from Blocked Senders.
A blocked sender still appears in history. That is expected. FyneDesk keeps the record so your team can audit and restore it if needed.