If an agent marks a ticket as spam, where does it go?

When an agent marks a ticket as spam, it is moved to the deleted tickets queue. This action serves to remove the spam ticket from active visibility and management, efficiently managing the workflow of agents. Marking a ticket as spam is a definitive step indicating that the content is not useful or relevant to the support process, which reinforces the need to keep the active ticket pool free from unwanted or inappropriate submissions.

The other queues have different purposes. The closed tickets queue contains tickets that have been resolved and no longer need action, while the archived tickets queue typically holds tickets that are saved for potential future reference but are not currently active. The suspended tickets queue consists of tickets that are temporarily halted due to issues such as missing information or needing further review before being processed. None of these options accurately reflect the action taken when a ticket is marked as spam.