Blocked senders
Not every message deserves a ticket. Spam, abuse, and noisy automated senders can flood your queue and bury real customer requests. Blocking a sender tells Helpdesk to drop their mail before it ever becomes a ticket.
How blocking works
When you block a sender, incoming email from that address (or domain) is silently discarded. No ticket is created, no agent is notified, and nothing appears in your views. Your team never sees the message, so the queue stays focused on genuine conversations.
Blocking only affects incoming mail. It doesn’t touch tickets that already exist from that sender — remove or close those separately if needed.
Block a sender
Manage the list under Settings → Blocked senders.
- Block an address — enter the specific email address to stop, such as a spammer or an abusive sender. Add an optional note so your team remembers why.
- Block a domain — stop every address at a domain when the whole source is the problem.
Take care when blocking a domain: blocking a large consumer provider would silently drop mail from many legitimate customers, so reserve domain blocks for domains you’re sure only send unwanted mail.
Review and unblock
The blocked senders list is your record of everything currently filtered. Review it periodically so a block you added in the heat of the moment doesn’t quietly discard mail you later want. To start accepting a sender again, remove them from the list — their next email will create a ticket normally.