What is it?
You can now block and unblock senders directly in help desk. Blocking a sender ensures that all future outreach from that contact will go to spam automatically, and that restriction can be lifted later if needed.
Why does it matter?
Block and unblock is an important tool that helps support teams stay safe, focused, organized, and efficient.
- Spam and abuse prevention: without blocking, spam tickets can overwhelm a team's triage process and affect response times for real customers. It's critical that reps have a way to block unwanted messages, bots, or malicious actors who target support channels with junk or harmful content. Blocking keeps the queue organized, protects the team from phishing or unsafe messages, and lets them focus on the important customer problems in front of them.
- Focus and efficiency: blocking also saves reps time by preventing recurring non-customer inquiries like sales pitches or bots. It reduces the amount of time they need to spend on individually flagging those inquiries and manually marking them as spam each time. Block also allows admins to make it clear what help desk channels are for, and who the support team serves.
- Data integrity and reporting: spam and unwanted tickets can often skew support's reporting, inflating ticket volume and distorting time-to-first-response metrics. For admins and managers, blocking helps make sure that metrics reflect the real support demand without additional spam or noise.
How does it work?
To block a contact:
- Click the "Actions" menu in the top right hand corner of the ticket in help desk.
- Select "block sender."
- Click "block and delete." Both the ticket and contact will be deleted, and the conversation will move to spam.
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When a sender is blocked:
- All new future emails from that address will be marked as spam automatically.
- The contact will be deleted (unless the user does not have delete permissions).
- The current ticket will be deleted if all associated conversations on the ticket are marked as spam.
- When a live chat sender is blocked, new attempted messages from them will not be shown in HubSpot at all and will not be visible in spam.
Note: a user needs "delete ticket" permissions in order to use block sender.
To unblock a sender, find the conversation in Spam and click "unblock sender" in in the banner at the top of the page.
Who gets it?
Service Hub Professional, Service Hub Enterprise