we recently came across the following scenario:
An email created a FB case, which was accidentally closed as spam.
A few days later, the user replied to the autoresponder, requesting a reply. This reopened the case. The case reached the spam age-limit, and then was deleted from the database. The customer's enquiry was never answered.
The problem is the reopened case's Area stayed as "Spam".
These cases are flagged in FB - but via a tiny link at the bottom of the filter results - "Click here to see Cases marked as Spam".
It's really easy to overlook.
It would be great if reopened Spams lose their Spam Area, and are given the default area for that mailbox. This assumes that spambots just send mail, but don't respond to it. Or that we are given the option to choose between the two behaviours.
Cheers and thanks, Justine
