With Tidio Support, in addition to the regular ticket folders, you have access to the spam folder as well. It is located near the bottom of the general mailbox – below the list of views and above the list of operators.

Thanks to the spam folder, your cards can be empty of certain unwanted elements; you can also mark specific emails as spam yourself, or ensure that certain incoming emails are not marked as spam in the future.

[note_box] Tip: If you receive a lot of unwanted emails from the same sender, you may want to consider marking the emails as spam to avoid repeated harassment. [/note_box]

Screenshot 2024-06-13 at 15.11.02.png

In this article, you will learn:

Automatic spam detection

There are certain types of tickets received on Tidio that are automatically marked as spam. When this happens, Tidio does not mark the entire communication as spam ; only that specific message will go to your support spam folder. This way, Tidio only filters certain messages, but leaves others (from the same sender) unchanged.

In general, Tidio tries to mark the following types of tickets as spam:

  • Repetitive advertising messages.
  • Messages with irrelevant or inappropriate content.
  • Messages that contain suspicious or unsafe links.

Whenever Tidio moves a ticket to the spam folder, the ticket will not appear in your Tidio project analytics in any way.

[note_box] Example: If you receive promotional messages from the same sender, Tidio can detect this and mark the messages as spam automatically. [/note_box]

Marking tickets as spam manually

When you decide to mark a ticket as spam yourself, all future emails from that sender will be marked as spam . This allows you to filter out completely unwanted emails (similar to the Block Email Address option described in this guide).

If you want to mark a card, you can do so by using the Mark as Spam option in the card list itself (visible when you open the options menu for a card or group of selected cards):

Screenshot 2024-06-13 at 15.29.15.png

…or using the Mark as Spam button in the upper right corner of the card you are looking at:

Screenshot 2024-06-13 at 15.29.52.png

When you move a ticket to the spam folder, the ticket will appear in your Tidio project analytics as a deleted ticket.

[note_box] Remember: Marking a card as spam does not delete it immediately, but moves it to the spam folder. You can restore it if you need to. [/note_box]

Managing your spam cards

You can see all your spam cards in the Spam folder, arranged chronologically:

Screenshot 2024-06-13 at 15.16.21.png

Operators cannot reply to spam cards , but they can delete them or mark them as not spam. This can be done in various ways; one of which is by clicking the Mark as Not Spam button at the bottom of the card:

Screenshot 2024-06-13 at 15.18.33.png

Another way is to use the Mark as Not Spam button in the upper right corner of the card:

Screenshot 2024-06-13 at 15.17.47.png

Finally, you can use the Mark as Not Spam option in the card list on the left, which allows you to mark multiple cards at once:

Screenshot 2024-06-13 at 15.16.50.png

Once a ticket is marked as not spam, nothing else from that sender will be marked as spam (automatically) ever again. You can, of course, still mark tickets as spam manually later.

[note_box] Important: If you accidentally mark a card as not spam, you can change the setting and mark it as spam again. [/note_box]

The benefits of managing spam cards

Managing spam cards properly can improve your Tidio experience. By filtering out unwanted cards, you can focus on the more important cards and provide better service to your customers.

Also, proper spam management can prevent unwanted messages from interfering with your daily work. This is especially important when you are working with a large volume of tickets.

Tips for managing spam cards

  • Check your spam folder regularly to make sure no important tickets have been accidentally removed.
  • Mark tickets as spam as soon as you spot them to prevent them from bothering you in the future.
  • Use the block option if you receive repeated messages from the same sender.
  • Don’t hesitate to restore cards if you think they were accidentally removed.
summary

Managing spam cards in Tidio is an important part of using the platform. By identifying and marking cards as spam, you can keep your inbox clean and organized, and focus on the cards that really matter. Don’t forget to check your spam folder regularly and take the necessary actions to keep your Tidio experience positive.