What is a Suspended ticket?
LiveAgent can detect spammy looking emails. In some helpdesk systems, these kinds of tickets are called suspended tickets. In LiveAgent however, they’re simply called SPAM. When a ticket is marked as SPAM, it’s not included in the “to solve” queue but it’s set aside. If you decide that a particular ticket is not SPAM, you can unmark it and add it to the regular queue.
LiveAgent SPAM filters can be set automatically or manually, based on your preferred conditions like keywords in subject or body of an email.