My agents are not able to mark tickets as spam.
However, they have access to all tickets, so that's not the problem. How can I enable them to marks tickets as spam?
Enable Agents to mark Spam
This article discusses the permissions needed for that:
Marking a ticket as spam and suspending the requester
Specifically, your agents must have permission to delete tickets to mark as spam. Here's a nice tip on that page:
Tip: Community tip from Colin: You can only assign the Spam permission to agents if you are willing to give them rights to delete tickets. Currently I give them a SPAM macro which simply puts the tickets in a queue for me to delete.
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