As the title says, if a user spams the same ticket (not posting new tickets, just replying on the same one), his ticket will be "refreshed" all the time and pushed back to the end of the queue.
We can end in a situation where the users is being so active that his ticket will be open for several day without any input from an agent.
Is there a way to "ignore" users messages if they are posting back to back (only for the purpose of ordering the tickets in order of oldest acted upon to most recent) ?
Sorry if it was already asked, i'm new to it and didn't find a similar post yet.