Because of the various methods of contact that clients have available to them, occasionally a ticket may come in from a source that doesn't seem like it's from a client in need. In these instances, it's important for agents to use their best judgement and respond accordingly. If a ticket is obviously spam or otherwise junk, getting rid of the ticket is simple enough.
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When deleting a ticket, agents should always add an internal note clarifying their reason for removing the ticket by navigating to the dropdown in the upper left hand corner of the messaging box and selecting "Internal note".
Reasons for closing a ticket should be clear and concise. Once the note has been typed, selecting the Submit menu and choosing "Submit as Solved" will close out the ticket.
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