Hi @lisajohnson11,
The spam filtering is controlled in Zendesk and I not aware of a way to change it, unfortunately. The only thing you can do is to remove the tickets from the ‘Suspended’ view in Zendesk. This will “train” Zendesk to know that messages from that source are not actually spam:
https://support.zendesk.com/hc/en-us/articles/203664456-Using-the-spam-filter-to-prevent-spam-in-Help-Center#topic_okz_tkc_s4
There might be something within the ticket content which is triggering the spam filters. We sometimes see this happen if the ticket includes some code from the user, such as HTML they want to show in a widget or some server logs they have copied and pasted. What type of tickets do you tend to receive? Are they technical like that? If so, you could try contacting Zendesk to ask if they change the spam filters to help with that.
