Feature Request: Spam Handling

[rfindling-gpc]

Odoo v18 Specification: Helpdesk Ticket Spam Handling

Objective

Implement a spam-handling workflow in Odoo Helpdesk to allow agents to mark tickets as spam. The workflow should mirror Zendesk’s spam handling:

• Marked tickets are moved to a separate "Suspended" queue.
• Emails from the spammed sender bypass the main helpdesk queue and instead land in the "Suspended" queue.
• Suspended tickets are auto-deleted after 30 days but can be reviewed before deletion.

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Functional Requirements

1. Mark as Spam Action

• Add a "Mark as Spam" button on Helpdesk ticket form view and list view.

• When clicked:

  • The ticket is moved from its current team/stage into the "Suspended" queue.

  • The ticket’s active flag remains true until deleted (for review purposes).

  • The email address of the ticket’s author/requester is added to a Spam Blocklist.

2. Suspended Queue

• A new Helpdesk Team/Stage called "Suspended" is created.

• Tickets in this stage:

  • Are excluded from the main Helpdesk pipeline views (Kanban, List, Dashboard counts).

  • Are only accessible under a dedicated Suspended Tickets menu item under Helpdesk.

  • Can be manually reviewed and either:

    • Deleted immediately, or
    • Restored to the main queue (via a button/tooltip: "Not Spam").
      • If they click not spam, the dev must also have to unblock the user from the blocklist.

3. Incoming Email Handling

• When a new email is received by the helpdesk:

  • If the sender email is in the Spam Blocklist, the system automatically creates the ticket in Suspended queue.

  • Otherwise, the ticket is created as usual in the default team pipeline.

4. Auto Deletion

• A scheduled cron job runs daily:

  • Any ticket in the Suspended queue older than 30 days is permanently deleted.

  • Related messages/attachments are also deleted for cleanup.

5. User Permissions

• Only users with Helpdesk Manager or Team Lead roles can mark/unmark tickets as spam.

• Regular Helpdesk Agents can see suspended tickets but cannot restore or delete them.

[rfindling-gpc]

We are working on this

[pedrobaeza]

Why not simply archive them?

[rfindling-gpc]

We receive hundreds of tickets per day and are hoping to block future incoming tickets from those spam addresses.