I want to create a rule or automation in Support wherein any message that comes in with a specific keyword will never be identified as Spam and inadvertently end up in the Suspended ticket folder. Example: any request that comes in with the word "arbitration" does not get overlooked and is routed to our legal team for review.
I confirmed with Zendesk Support that triggers and automations don't work on these requests because they are stuck in the spam filter and not yet considered proper tickets. Also, whitelisting based on a single word is not an option; the allowlist feature only works for specific domains or email addresses.
