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Keeping your queues clean: spam, trash, and unclosed tickets

Along with actually answering your users' tickets, you should also spend some time keeping your queue's tidy--managing spam, purging (and restoring, when necessary) deleted tickets, and ensuring that each ticket's status is correct.

Separating the spam from the ham

Any time the LibAnswers spam filter rates an incoming email as potential spam, the ticket will be rerouted to the Spam tab of the dashboard. In addition, whenever a user marks a ticket as spam on the dashboard, that ticket will be listed here, as well. Sometimes, though, a legitimate email (aka "ham") may be considered spam by mistake. By regularly checking spam, you will be able to review these tickets and return them to your queue if needed.

Once you've reviewed your tickets, you can delete any tickets that are legit spam. Regularly clearing out your spam can make it easier to identify when new tickets land in your spam queue. (Tickets left in spam for 30 days will automatically be deleted.)

Restoring and purging deleted tickets

When a ticket is deleted from your Dashboard or Knowledge Base Explorer, it will be sent to your system's Trash Can for 30 days. If a ticket was accidentally deleted, this allows Admin users to easily restore it to your queue. After that 30-day window, the ticket will be automatically and permanently deleted from the system. However, you can empty your trash can manually at any time.

Updating ticket statuses & applying bulk actions

From the Dashboard, you'll find shortcuts for each ticket that will allow you to quickly update the ticket's status -- or even delete it. For example, if someone accidentally sent in duplicate questions, you could delete one of them. Or, if someone simply replied to say thanks or that they no longer need help, you could close those tickets without sending a reply. 

Every so often, though, you may need to make the same change to a whole bunch of tickets. For example, you may need to close out a number of open tickets, add a tag to a group of new tickets that came in during your catalog outage, or send the same message out to several patrons who want to know more about a new service you're offering. Rather than going through every ticket one-by-one-by-one, admin account holders (and regular accounts with queue-level admin permissions) can make bulk updates to tickets right from the dashboard!

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