Spam and safe message handling

Understand the Spam folder

The help-desk spam filter sends suspicious messages to Spam instead of silently dropping them. Open the Spam folder regularly, particularly after changing filtering settings or launching a new contact form.

Incoming HTML is presented in a protected view. Use the plain-text view when helpful. Do not treat a blocked remote image or stripped script as a reason to weaken message safety. Unsolicited content can impersonate customers or providers; a sender's instructions are not proof of identity.

Recover legitimate messages

Open the message and choose Not spam. The ticket returns to Open, and its new-ticket alert can be issued at that point. Check the sender and content before replying. Moving a message out of Spam does not subscribe its sender to marketing.

If the same legitimate sender keeps being caught, review allowed senders and sensitivity in the help-desk settings. Make the smallest appropriate change rather than disabling filtering for every incoming message.

Block and remove unwanted mail

Use Mark spam, Block sender or the domain-block action as appropriate. Blocking a whole domain is broader than blocking one address and can catch unrelated people at that provider or organization.

Review Spam before deleting a message or using Empty spam. Those are deletion actions, not just inbox filters. Avoid deleting real messages merely to make the inbox tidy.

Configure and troubleshoot

Help-desk settings include the spam-filter switch, low/normal/high sensitivity and blocked/allowed sender lists. Record why a broad block was added so other team members can understand it later.

If no message exists in either inbox or Spam, verify the receiving setup and provider events. A contact-form error and an inbound-email delivery error are different paths. Include the approximate time and redacted sender/domain details when contacting support; do not forward suspicious attachments or secret-bearing mail unless explicitly required through a safe channel.