Keep Your Ticket Queues Clean With Sonar’s Spam Filtering

Support teams work best when they can focus on real customer needs. When ticket queues fill up with junk messages, bot submissions, and unwanted email, it slows everything down. It also makes it harder to spot the issues that matter most. Sonar’s new spam filtering feature gives ISPs a simple way to keep queues clean and maintain full visibility without losing control over incoming communication.

This update introduces automated spam detection powered by SpamAssassin, a widely used filtering engine that evaluates message content and assigns a score. Instead of sending every incoming email into your main tickets view, Sonar automatically separates suspected spam into its own dedicated tab. Your team can work without distraction while still retaining the ability to review, recover, or override any misclassified messages.

How Sonar Identifies and Routes Spam

The system analyzes incoming emails as they arrive. SpamAssassin applies multiple tests, evaluates message patterns, and flags messages that appear suspicious. Sonar then routes those messages into the spam tab in your ticketing module. Nothing is deleted. Nothing is lost. Everything is visible for your team to review when needed.

This approach gives support teams the best of both worlds. They gain a clean, accurate queue while keeping full transparency into every email that enters the system.

See How it Works in The Video 👇

Manage Spam With More Control and Less Manual Work

Spam tickets can be reviewed one by one or updated in bulk. If a message is incorrectly flagged, you can easily restore it to the main ticket queue. You can also bulk delete spam that you have validated as unwanted. This flexibility allows your team to maintain accuracy while drastically reducing noise.

The system also supports recovering any spam messages that should have triggered an auto reply. If a customer email was flagged by mistake, you can resend the intended auto response with one click and ensure nothing falls through the cracks.

Greater Visibility Into Outbound Communication

Alongside spam filtering, Sonar introduces better insight into outbound message history. Support teams can now review email and SMS communications sent from the system to confirm delivery, troubleshoot issues, or verify whether a customer received an important update.

This added visibility strengthens your communication workflow and reduces uncertainty when managing customer interactions.

A Cleaner, More Efficient Ticketing Experience

Spam filtering in Sonar is designed to improve accuracy without adding extra steps for your team. By separating junk messages, providing full control to recover or delete items, and enhancing your view into outbound communications, the feature helps ISPs maintain a clean support environment that is easier to manage and faster to navigate.

Your team can spend less time dealing with clutter and more time helping customers.