We use Cerberus helpdesk for managing customer support tickets and this works well generally. The issue we face is that spam emails enter our support queues (and most are automatically moved to our spam folder), however a support rep is still alerted when each ticket is created. Unfortunately, the reps are also alerted to the spam tickets, as they are moved from our normal queue to the spam queue after the tickets are created. This is the way that Cerberus works.

We are wanting a more efficient way of eliminating these spam tickets from alerting support reps of issues. Any thoughts or tips to eliminating this would be greatly appreciated. I wonder how many providers who use outsourced support reps handle this issue.