Sometimes, customers contact us to report that a few legitimate tickets have been mistakenly categorized as spam in Freshdesk during the ticket creation process. We have a feature called the Proactive Spam Filter for Email tickets. This feature operates in the backend and examines all tickets received through the Email channel. It assigns a spam score to each incoming email ticket based on specific predefined conditions. If the spam score of an email ticket is 6 or higher, it is automatically marked as spam. The purpose of this feature is to maximize spam prevention and ensure optimal spam deflection. 


If you encounter a situation where valid tickets are being marked as spam in Freshdesk, you can follow these steps to investigate and resolve the issue:


  • Request the customer to provide the email header of the affected email OR the subject of the ticket along with its timestamp. 
  • Fetch the ticket creation logs using the Haystack application using the provided detail.
  • Check the "score" attribute in the Parameters section of the log entry. This will indicate the spam score assigned to the email ticket.
  • Look for the statement "Spam rules triggered for ticket with message_id." This will provide information about the specific rules that were triggered and caused the ticket to be marked as spam.

Share the ticket creation log with our L2 team. They can work with the Email team to review and whitelist the rules that incorrectly flagged the ticket as spam.


Adding a sample screenshot for reference:



You can find the rules along with it's description and score in this link - https://confluence.freshworks.com/pages/viewpage.action?spaceKey=PLAT&title=Rules+along+with+its+description+and+scores