A public support address attracts a lot of mail that isn't support. Gleap filters the obvious cases so your inbox stays usable, and the filtering is designed to be recoverable rather than final.
It isn't deleted. The conversation is archived into a spam review queue, separate from your inbox, where you can still read it and pull it back out.
Three things are deliberately suppressed while it sits there:
The sender is never contacted — no confirmation, no satisfaction survey, no notifications. A spammer learns nothing about whether the address is live.
It doesn't reach your team's notifications, so nobody is woken by junk.
It never feeds the content suggestions that learn from solved conversations, so junk can't end up in your knowledge base.
A later reply on a filtered conversation stays in the spam queue too, rather than pulling an archived thread back into the inbox on its own.
It happens, and the symptom is specific: a customer insists they wrote and you have nothing in the inbox. Check the spam queue before concluding the mail never arrived.
To stop it recurring, add the address — or the whole domain — to the whitelist in your email spam filter settings. Mail from a whitelisted sender comes through normally from then on.
Look through it occasionally rather than never. It takes a minute, it's the only way to catch a legitimate sender being filtered quietly, and a queue nobody has opened in six months is where the complaint you're about to receive has been sitting.
Your team can also send junk there deliberately from a conversation, which is the right way to deal with it — closing a spam ticket normally would trigger the confirmation and survey a spammer should never receive.
