Q: How do I stop SPAM logging a New Case with an active Team?

A: You can use Routing Rules. Which from version 7.1.0 can search for keywords within the body of an email, and from 7.2.0 can contain multiple FROM addresses.

1. Create a "JUNK" or "SPAM" Team and set the minimum fields required to activate the Team (set status to enabled and define priority durations).

2. Ensure the 'Send Open Confirmation' checkbox is unchecked in the JUNK/SPAM Team, so any inbound emails will not result in an Open Confirmation email being sent.

3. Create a Routing Rule (through the versaSpinner icon > System Tools > Manage Routing Rules) that will look for a specific word or phrase, again, make sure that the 'Send Open Confirmation' checkbox is unchecked.

4. Have the Routing Rule route the email to the JUNK/SPAM Team and set an Update Template that will Cancel or Close the Case.

437 Routing Rule for a Specific Team (Spam)

576 Routing Rules - Troubleshooting

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