Agents: Quickly marking cases as duplicate or spam


Save several clicks by closing tickets that are duplicates or spam from the list view; you can even do it en masse.


Steps to Take

For a single case

Click the three-bar "hamburger" menu in the top left of your case. Click "Mark as Duplicate" or "Mark as Spam."


For multiple cases

This functionality will only work from a list view such as Case → Open Cases (My Groups). It can't be used from a dashboard.

  1. While in list view (such as Case → Open Cases (My Groups)), select the check box next to all the tickets you want to act on. Alternatively, filter the list to exactly the records you wish to act on, then click the "select all" check box located at the very bottom of the list.
  2. In the "Actions on selected rows...." drop down menu, you will see two options: "Mark as spam" and "Mark as Duplicate
  3. Choose the appropriate option
  4. Confirm your selection

If you still have questions or need additional assistance, please submit a ticket or call the ITS Service Desk at (858) 246-4357.