Plan requirement
| Subscription | Any plan |
| Access | Agent |
Working through the suspended list without spending an hour on it, and what each of the three actions actually does.
Review the list
- Open the views list and choose Suspended tickets.
- Sort by the suspension reason, which groups the obvious spam together.
- Scan the sender addresses and subjects rather than opening each one.
- Act on the ones that are genuine.
The three actions
- Recover. Turns it into a normal ticket. Use for genuine customers.
- Delete. Removes it. Use for obvious spam.
- Delete and mark as spam. Removes it and helps the filter learn, and can block the sender.
Recovering also teaches the filter, which is why reviewing regularly makes the list smaller over time rather than larger.
Scan by sender, not by subject
Spam subjects are designed to look plausible. Sender addresses are not, and a glance down that column separates the real from the rest far faster than reading.
Once a day is enough
Long enough to catch a customer before they give up, short enough that the list stays scannable. Teams that leave it a fortnight end up with hundreds of entries and stop looking entirely, which is the outcome to avoid.
Recovering the same sender repeatedly is a signal. Add them to your allowlist rather than rescuing them every week. The list is meant to shrink as you tune it.
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