Graymail versus phishing: helpdesk script
Overview
Helpdesk confuses marketing clutter with attacks—wastes SOC time.
Script prompts
“Did sender have prior relationship? Any credential or payment request? Any weird links with misspellings?”
Decision
Marketing unsubscribe vs security quarantine vs user training moment.
Tooling
Use separate focused vs other inbox training for Outlook users.
KPI
% phishing queue tickets closed as graymail < target after coaching.
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