Have you ever found yourself in a situation where your helpdesk keeps receiving multiple repetitive spam messages, and all of them end up being directed to Claudia?
There's a simple solution to resolve this issue!
Step 1: Identifying the Pattern of Spam Messages
Before setting up any filters, you need to analyze these problematic messages. Look at the tickets that are causing the loop and look for common patterns:
Questions to Ask:
Source of the messages:
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Do these messages always come from the same contact?
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Is the email address always the same?
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Do they all come from the same domain (e.g., @spam-company.com)?
Content of the messages:
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Is the email subject always the same or very similar?
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Does the message text always follow the same pattern?
Practical Example:
If you notice that you always receive messages with:
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Email:
[email protected] -
Subject: "Limited Special Offer"
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The same promotional text
You have already identified the pattern!
Step 2: Setting Up the Filter in Claudia's Assignment Trigger
Now that you have identified the pattern, it's time to set a condition in Claudia's assignment trigger so that these messages are not directed to her.
How to Do It:
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Access Claudia's assignment trigger settings
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Add a new condition that excludes the identified messages:
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If it's always the same email: exclude that specific address
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If it's always the same domain: exclude all emails from that domain
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If it's always the same subject: exclude messages with those keywords
Result:
With this configuration, the spam messages will be automatically filtered out and will no longer go to Claudia, allowing her to focus only on the actual inquiries from her clients.
Important Tips
⚠️ Be careful with overly restrictive filters: Make sure the filter does not block real messages from clients.
✅ Always test: After setting up the filter, monitor for a few days to ensure it is working correctly.
🔄 Review periodically: Spammers may change their tactics, so review your filters regularly.
With these simple settings, you will have a more organized helpdesk and a Claudia focused on truly helping her clients!