SupportBee can automatically filter incoming emails that look suspicious, keeping your ticket inbox focused on real customer messages.
Enabling spam filtering
While logged in as an admin:
- Go to Admin and click Email
- Find the email address you want to filter and click the gear icon on its card
- Select Settings from the menu
- In the settings sidebar, toggle on Turn on spam filtering for incoming emails
- Click Save
Any email that looks suspicious will be automatically marked as spam. Spam filtering is configured per email address, so enable it on each address where you want filtering active.
Viewing and recovering spam
Tickets marked as spam can be viewed in the Spam folder from the left sidebar. Spam tickets are retained for 30 days before being permanently removed.
If a legitimate customer email is incorrectly marked as spam, open the ticket from the Spam folder and mark it as "Not Spam." The ticket will be moved back to your inbox.
Blocking specific senders
If you are receiving repeated spam from the same sender and the automatic filter is not catching it, you can use filters to automatically trash or archive emails from specific addresses or domains. For example, create a filter that matches the sender's email address and set the action to "Mark as Spam" or "Move to Trash."
Preventing internal system emails from creating tickets
If automated emails from your own systems (such as monitoring alerts, cron job notifications, or internal tools) are creating unwanted tickets, you have two options:
- Filter by sender - Create a filter that matches the sending address of your internal system and set it to automatically trash those tickets
- Exclude at the source - Configure your internal systems to send to a different email address, or add SupportBee's email address to an exclusion list in the sending system
Spam keeps reappearing
If you mark emails as spam but similar messages keep appearing in your inbox:
- Enable automatic filtering - Make sure spam filtering is turned on for the email address (see steps above). Without it, SupportBee does not automatically filter incoming emails
- Create a filter - For persistent spam from the same sender or domain, a filter is more reliable than marking individual tickets as spam
- Check your email provider - Your email provider (Gmail, Outlook, etc.) has its own spam filtering. Spam that gets past your provider's filter reaches SupportBee. Strengthening your provider-side spam settings can reduce the volume that reaches your inbox
Missing tickets
If expected customer emails are not appearing as tickets, check the Spam folder first - the automatic filter may have incorrectly flagged them. If you find legitimate emails in the spam folder regularly, consider adjusting your email provider's spam settings or disabling SupportBee's spam filter for that address and relying on your provider's filtering instead.