Plan requirement
| Subscription | Any plan |
| Access | Admin |
Spam reaching a support address is inevitable. The layers that reduce it, and the one that matters most for a public inbox.
The layers you have
- Suspension. Detected spam is held before it becomes a ticket. This does most of the work.
- The blocklist. Named addresses and domains, refused outright.
- The allowlist. Senders that must never be suspended, which reduces the false positives that make people stop trusting the filter.
- Authentication records. Publishing SPF, DKIM and DMARC for your own domain makes mail forged in your name easier to reject.
- CAPTCHA on your request form, which stops automated submissions through the help centre.
Marking as spam teaches the filter
Deleting a suspended ticket removes it. Marking it as spam removes it and improves the detection. The second takes the same click and is the reason some accounts see their suspended list shrink over months while others do not.
The trade-off nobody escapes
Tighter filtering suspends more genuine customers. Looser filtering puts more rubbish in front of agents. There is no setting that avoids both, so the practical answer is a moderate filter plus somebody actually reviewing the suspended list.
Where spam is a symptom
A sudden increase usually means your address has been harvested, often from a public web page. Publishing a form rather than an address, and keeping the mailbox out of page source, reduces the supply at the origin.
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