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How Sonar Manages Spam Tickets

Jennifer Trower Updated by Jennifer Trower

Read Time: 4 mins

This feature is currently in beta and may not be available to all customers at this time.

Sonar automatically filters suspected spam out of your Tickets Tab. Within your instance, you also have the ability to manually mark Tickets as spam or return a Ticket that was automatically placed in the Spam tab to the Tickets tab. Within the Ticketing section in your instance, you will find a Spam sub tab that will store any emails that have been automatically or manually marked as spam. Below, we show an image of how emailing works regarding our mail processor. When you create an email from Tickets or Communications, Sonar sends it to the Email Processor. From there, it is sent to the recipient of your email. A response from the recipient goes through the same process.

If the email processor assesses a message with a spam score of 10 or higher, it will automatically reject the message and your Sonar instance will never receive it.

Emails that are converted to Tickets in Sonar will automatically receive a Spam Score based on their contents, and if the Spam Score exceeds 5, it will be placed in the Spam tab.

Spam scores of 5-9 will be placed into the Spam tab within your instance.
Spam scoring is not calculated by Sonar Software. This score is calculated before reaching Sonar's Ticketing system.

Permissions

To make use of some features that will be shown below, the following role permissions must be looked at. Please take a moment to review these permissions and ensure that the relevant roles have them added.

If you're a Super-Admin of your Sonar instance, no permission changes are required for your account. For more information on Roles and Permissions overall, please review this linked article.

Navigate to Settings → Security → Roles and either choose to edit an existing Role or create a new Role. With the next page populated, locate the permissions reflected in the screenshots below and enable whichever ones are applicable to that Role.

Viewing Spam Within Sonar

Spam Tickets will only be visible within the Spam section of Tickets. You will not see them appear anywhere else within your instance.

To view emails that have been marked by the email processor as spam, you will navigate to Ticketing → Spam sub tab. From here you have two options.

  1. You can click on the “Unmark as Spam” button if the Ticket is not actually a spam Ticket. This will remove it from the Spam section and place it into the Tickets queue.
  2. Or if the Ticket is Spam and you want to remove it from your Spam table, you will click the drop arrow next to the “Unmark As Spam” button and click “Delete”.
If you do not have permission to “Delete a Ticket”, you will not see “Delete” as an option while viewing the Spam section.

How to Mark or Unmark Tickets as Spam

While viewing the Tickets, if you come across a Ticket that you want to mark as spam, you can click on the drop arrow next to “Edit” on the Ticket. The drop menu will appear, and you will select “Mark As Spam”. This action will open a modal where you will confirm the move from the Tickets to the Spam tab.

To unmark as spam is just as easy as marking a Ticket as spam. While in the Spam section, if you come across a Ticket that is not Spam, but was scored high enough to automatically be directed to the Spam section, you can simply click the “Unmark As Spam” button. This will open a confirmation modal, and once you confirm your choice to Unmark the Ticket as spam, it will be placed back into the Ticket section and no longer be considered as spam.

Resending an Auto Reply

If your Sonar instance is set up to provide an Auto Reply to Tickets that come into the queue, it's important to know that a Ticket marked as Spam from the email processor and placed directly into the Spam section will not have an Auto Reply sent to the sender.

If you choose to Unmark a Ticket as being Spam, you will be given the option to provide an Auto Reply to the sender once the Ticket is removed from the Spam section.

To complete this task, you simply click the drop arrow next to the “Edit” button and select “Resend Auto Reply”.

Resend Auto Reply will only show available for Tickets received through the Inbound Mailbox. This option is not visible for Tickets manually created within your instance.
You can also complete this task from the Ticket Management Overview page.

Deleting Spam Tickets

If you do not have permission to “Delete a Ticket”, you will not see “Delete” as an option while viewing the Spam section.

After confirming the Tickets in the Spam section are indeed Spam, you can delete them from your Sonar instance. Without being manually deleted, they will remain in your instance.

To delete a Spam Ticket, you will click the drop arrow and select Delete. The confirmation modal will appear and once confirmed, the Spam Ticket will be removed from your instance.

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