Having configured Zammad 6.3.1 to create tickets for incoming emails, assuming a spam email arrives, hence a new ticket is created, is there a way to “ban”, i.e., delete (hide) the ticket and add automatically a filter so that similar emails (or email from the sender) are rejected?
Or is there any spam management on the zammad side?
This is best done in your email provider so spam emails don’t make it to your monitored inbox. Zammad does not have any built in spam filtering.
Otherwise you can use email filters to ignore emails that match a certain criteria. For example, I have a filter to ignore out of office replies. I do NOT recommend this as a spam filter though.
We have a Postmaster Filter which separates e-mail which has been marked as spam by the MX/MTA doing the mailscanning. It gets routed to a specific group for manual inspection every once in a while. We usually just manually delete the customer account which has sent the mail, to keep our customer database clean of spammers.
For addresses which repeatedly send spam, we either handle that via a specific filter to ignore the message, or handle it via the MTA (email provider). Like what Sal said, you should preferably handle it outside of Zammad.
Thanks @Sal for your suggestion.
I think I will implement something more similar to what @dvanzuijlekom did, I was already thinking to do this kind of “spam queue” filter.
However, I was asked for a way agents could report a ticket as spam, so having understood that Zammad does not this by its own, I think I’m going to define/use a SPAM tag to apply to a received ticket (if uncaught by the mail filter) and a job for moving the ticket elsewhere (or delete it).
