Issue Description

Digital Service Support may receive unsolicited or irrelevant emails in Zendesk, for example promotional emails regarding fairs, events, exhibitions, marketing, or similar topics that are unrelated to a support request. These emails do not require investigation or case handling.

Resolution / Workaround

If the email is clearly identified as spam and is unrelated to a support request, mark the ticket as Spam in Zendesk.

There is no need to add an internal note or perform any additional action before marking the ticket as spam.

Step-by-Step Instructions (troubleshooting)

1. Review the received email and confirm that it is clearly spam or unsolicited promotional content unrelated to support.
2. No internal note is required.
3. Mark the ticket as Spam in Zendesk.
4. Confirm Immediately Mark ticket spam

Escalation

No escalation is required for emails that can clearly be identified as spam.

If there is uncertainty about whether the message is a legitimate support request, do not mark it as spam until this has been clarified internally. Alternatively, you can simply delete it.

User cases/related to ticket no

Example of a spam email regarding fairs/promotional content:

Zendesk ticket: #38543 & #38546 (pictures below)

Macro/Suggested answer

N/A (Not applicable)

No customer response or macro is required. The ticket should simply be marked as Spam.