Spam Management
Supportomation uses AI-powered spam detection to automatically identify and flag spam emails. The system learns from your reports to improve detection over time.
Role Access Admin and Lead can mark tickets as spam and manage spam patterns. Member has read-only access.
Getting There
- View spam tickets in the Triage sidebar → Spam tab
- Mark individual tickets as spam from the Ticket Detail actions menu
How Spam Detection Works
When a new email arrives, the AI analyzes it alongside any known spam patterns. Each email receives:
- Spam flag — Whether the AI considers it spam
- Confidence score — How confident the AI is (0-100%)
- Reason — Why the AI flagged it as spam
Emails above the configured confidence threshold are automatically marked as spam. The threshold is configurable in Settings → Spam Detection.
Marking Tickets as Spam
From the Ticket Detail page:
- Click the actions menu (three dots)
- Select Mark as Spam
- If the ticket has a linked JIRA issue, you’ll be asked whether to delete it
- Confirm the action
The ticket moves to the Spam tab in Triage.
Spam Patterns
When you mark a ticket as spam, Supportomation can learn from it. Spam patterns are stored and used to improve future detection.
| Pattern Type | What It Matches | Example |
|---|---|---|
| Specific sender email address | noreply@spammer.com | |
| Domain | All emails from a domain | spammer.com |
| Subject | Keywords in the subject line | ”You’ve won a prize” |
| Body Keyword | Keywords in the email body | ”Click here to claim” |
Patterns are checked automatically when new emails arrive, boosting the AI’s spam detection accuracy.
Your Own Domains Are Protected
Domain patterns are never created for the domains of your own connected support mailboxes. Without that guard, marking a single internal email as spam would create a domain pattern for your own company and silently flag every colleague’s email after it.
Email, subject and body-keyword patterns still apply to internal senders — only the blanket domain pattern is withheld.
Removing a Pattern
A pattern keeps matching for as long as it exists, so a bad pattern has to be deleted rather than disabled. Ask an Admin if a legitimate sender is being caught repeatedly — unmarking the individual ticket clears that ticket, but not the pattern behind it.
Viewing Spam Tickets
Spam tickets appear in the Triage → Spam tab. From there you can:
- Review flagged tickets to confirm they’re actually spam
- Unmark false positives to restore them as regular tickets
- View the spam confidence and reason for each ticket
Configuration
In Settings → Spam Detection (Admin only):
| Setting | Description | Default |
|---|---|---|
| Enabled | Turn spam detection on/off | On |
| Confidence Threshold | Minimum AI confidence to auto-flag | Configurable |
Tips & Troubleshooting
| Issue | Solution |
|---|---|
| Legitimate emails flagged as spam | Unmark the ticket and review spam patterns for false matches |
| Spam getting through | Lower the confidence threshold in Settings, or add specific patterns |
| Too many false positives | Raise the confidence threshold |
| The same sender keeps getting flagged after unmarking | Unmarking fixes the ticket, not the pattern. A stored pattern has to be deleted — ask an Admin. |
| A ticket marked as spam was linked to others | Marking as spam unlinks the ticket from its group rather than cascading to the others. |
Next Steps
- Triage — The full triage workflow including spam
- Settings — Configure spam detection thresholds
- Ticket Detail — Marking individual tickets as spam