This weekend we've added a new feature to Zendesk which has been underway for quite a while.

One of Zendesk's primary assets is the excellent email integration. We make it straight forward and smooth to set up email support and make it work both in- and outbound. But managing email is no small task, and we're managing a lot of Zendesk email every day. Many thousand email notifications are sent and parsed every single day. A lot of our customers have public support addresses, and in these instances we have to deal with a lot of spam. Other Zendesk customers have "closed help desks" only allowing emails from registered users. And then of course we deal with tons and tons of auto-replies, automatic responses, system messages and more. 

There are also a lot of other emails we need to deal with. For example unauthorized users trying to access a support conversation or end-users responding to closed tickets. 

So far it's been veiled to our customers how we deal with all this mail, but now we make it possible for you to inspect your suspended mail yourself. In your "Views" tab, there will now be a new item called "Suspended tickets". As always this item will only be visible if any such suspended tickets exist. In that view we save all suspended tickets for the last two weeks. For every suspended ticket you can see why it was suspended, you can view its content, and you can recover it and make it part of your regular ticket processing.

We invite you to take a closer look at the new feature. And as always feel free to comment or ask questions by replying to this post.

For further information on our suspension rules, please refer to this article.