Moving a ticket to another area, marking it as spam

Moving to another area

The area is the department that works the ticket, and it decides who sees it: whoever is in the area sees it, whoever is not does not. If a request landed in the wrong place, in the action bar «Move to another area»: a window opens in the centre, you choose the destination area and confirm.

⚠️ Before confirming read the warning: by moving it, whoever is in the destination area will see it and whoever is only in the starting area will lose sight of it — you too, if you are not part of the chosen area. The ticket code does not change: it stays the one the customer already read in the email.

Areas are created and staffed from the Control Centre, entry «Caselle e aree», tab «Areas». See Areas.

Marking as spam

«Spam», the last button in the bar, with the bin. A window asks for confirmation — «Marcare questo ticket come spam?» — because it is no light gesture: the ticket disappears from the queues and never reopens when that sender writes again. It is for junk mail, not for a ticket you simply do not want.

The ticket is not deleted from the database, but there is no button to pull it out of spam: if you got it wrong, ask an administrator.

«Delete», from the list

From the multiple selection in the list there is also «Delete». It does the same as spam — the ticket goes to spam and loses its assignee — and the confirmation window says so clearly: it does not disappear from the database.

If spam keeps arriving

In the Control Centre, «Settings» → «AI triage», you can switch on the automatic classification of incoming tickets: those recognised as spam or marketing get a “Spam AI” or “Marketing AI” badge already in the list. See kDesk settings.

Questions this guide answers

• how do I move a ticket to another department
• the ticket is not for us
• how do I mark a ticket as spam
• I marked spam by mistake
• what happens if I delete a ticket