Why can't my agents mark tickets as spam?

Question

Why are some of my agents missing the option to mark tickets as spam in Zendesk Support?

Answer

The ability to mark tickets as spam is only available to agents who have access to all tickets. Agents with restricted ticket access will not see this feature in their accounts.  

Admins can view and edit agent permissions from within the left sidebar of each user's profile. In addition to unrestricted ticket access, agents must also be given the ability to delete tickets. This permission is set in Admin > Settings > Agents.

On Enterprise plans, ticket access is not configured in the user profile. Instead, permissions to delete users and tickets must be set within an agent's assigned custom role.

For more information, see this article: Marking a ticket as spam and suspending the requester