Forums/Documentation/Configuring and using your email channel

Managing suspended tickets and spam

Anton de Young
posted this on October 07, 2011 09:24

Email sent to your Zendesk can be suspended or rejected. Suspended email is not necessarily spam. This article explains the other reasons tickets can be suspended and what to do about them.

Topics covered:

What are suspended tickets?

When an end-user submits a support request by email, in most cases the email becomes a new ticket or adds a comment to an existing ticket. In certain cases though, the email is suspended. Suspending an email means putting it aside for further review. It's not necessarily spam. It's just not a ticket in your Zendesk yet. It remains in limbo until somebody reviews it and decides whether to accept or reject it. If nobody reviews it, the email is deleted after 14 days.

Suspended emails are displayed in a system-generated view. Click the Views () icon in the sidebar and then click the Suspended Tickets view. (In Zendesk Classic, the view won't be listed if you don't have any suspended tickets.)

An email can be suspended for several reasons, some for intentional policy reasons. A common reason is that the email is from an unregistered user when you require users to register. Example:

For more information, see What causes tickets to be suspended? below.

We recommend implementing a process for reviewing suspended emails. See Guidelines for reviewing suspended tickets below.

Instead of being suspended, an email can be rejected outright. A rejected email is not kept for further review and it can't be recovered. Email is rejected for the following two reasons:
  • The email is spam. If the email is rated as having a 99% or better chance of being spam, it's rejected. If the rating is less than a 99%, the email is suspended to give you a chance to confirm that it's really spam.
  • You blacklisted the email address or domain. See Using the whitelist and blacklist to control access to your Zendesk.

What causes emails to be suspended?

Emails are suspended for two basic reasons:

  • the sender is not allowed to create or update a ticket
  • the sender is not a person

The sender is not allowed to create or update tickets

An email can be suspended if you require users to register before submitting their first ticket, or if you have a closed or restricted Zendesk that limits who can submit tickets.

  • In an open Zendesk requiring users to register, anybody can submit tickets as long as they register first. After submitting a first ticket, the ticket is suspended and a welcome email is sent to the new user requiring them to register before the ticket can be submitted. After the user verifies their email address and creates a password, the ticket is unsuspended.
  • In a closed Zendesk, only designated users can create or update tickets. An administrator designates who can submit tickets. If an unknown person tries to submit a ticket, the email is suspended.
  • In a restricted Zendesk, only users with email addresses in certain domains can register and submit tickets. Emails in other domains are either suspended or completely rejected, depending on your setup.

A sender can also be prevented from updating a ticket if the email token identifying the ticket is stripped from the reply email. For more information, see Understanding the email token in the agent's guide.

Even if the user is known or registered and their email is verified, the email could still be suspended in the following cases:

  • the user forwards an email notification to an unverified email account and then tries to reply from that account
  • the user forwards an email notification to an unregistered person, who then tries to reply to the email
  • the user submits a ticket using the web form while logged out of Zendesk. The ticket is suspended and a verification email is sent. The ticket is unsuspended when the user clicks the verification link in the email.

The sender is not a person

Emails are suspended if your Zendesk detects they're not from real users. Examples:

  • suspected spam
  • automated response emails
  • emails from system users such as mail-daemon@ or postmaster@
  • emails with a 'no-reply' address

See Cause of suspension descriptions below for more information.

Guidelines for reviewing suspended tickets

Review your queue of suspended tickets on a regular basis. Follow review guidelines like the ones suggested below. The guidelines vary depending on how your Zendesk is set up.

You can review suspended emails one-by-one or in bulk. The choice depends on your policy and the volume of suspended emails to be recovered or deleted. When reviewing emails in bulk, recovering them creates a batch of tickets. When reviewing emails one by one, you have the option of recovering each email automatically or manually. The automatic recovery option creates the ticket immediately. The manual recovery option lets you edit the ticket properties before it's created. For step-by-step instructions, see Viewing, recovering, and deleting suspended tickets in the agent's guide.

Review guidelines for an open Zendesk

In your Zendesk, anybody can submit tickets. You may or may not require them to register first. If they have to register, the first ticket is suspended while a welcome email is sent to the new user requiring them to register before the ticket can be submitted.

Guidelines if you don't require users to register

  1. Recover emails that should be tickets. In particular, look for the following cases:
    • ticket notification replies with the email token stripped out (cause of suspension in the Suspended Tickets view: "Permission denied due to unauthenticated email update")
    • spam emails that aren't spam (cause of suspension: "Detected as spam")
  2. Bulk delete any remaining emails.

Guidelines if you require users to register

  1. Recover tickets from users who haven't registered yet. Recovering the ticket also registers the user. To identify the emails, look for the following cause of suspension in the Suspended Tickets view: "User must sign up to submit email, user notified." Note that the user's email remains unverified until the user responds to the welcome email sent to them.
  2. Recover other emails that should be tickets. In particular, look for the following cases:
    • tickets that registered users submitted through the web form while logged out (cause of suspension: "Submitted by registered user while logged out")
    • ticket notification replies by registered users from unverified addresses (cause of suspension: "Submitted by unverified user")
    • ticket notification replies by registered users with the email token stripped out (cause of suspension: "Permission denied due to unauthenticated email update")
    • spam emails that aren't spam (cause of suspension: "Detected as spam")
  3. Bulk delete any remaining emails.

Review guidelines for a closed or restricted Zendesk

In your Zendesk, only designated persons can submit tickets directly. You may have a suspended ticket workflow in place to let anonymous users submit tickets indirectly. When a support request from an anonymous user is received and suspended, an agent reviews the email and either recovers or deletes it.

Guidelines

  1. If you accept tickets from anonymous users, review and recover them one by one, either manually or automatically. To identify them, look for the following causes of suspension in the Suspended Tickets view: "Permission denied for unknown email submitter" for a closed Zendesk or "Sender domain not in the whitelist" for a restricted Zendesk.
  2. If you have a restricted Zendesk and require approved users to register, recover tickets from approved users who haven't registered yet. Recovering the ticket also registers the user. To identify the emails, look for the following cause of suspension: "User must sign up to submit email, user notified." Note that the user's email remains unverified until the user responds to the welcome email sent to them.
  3. Recover other emails that should be tickets. In particular, look for the following cases:
    • tickets that registered users submitted through the web form while logged out (cause of suspension: "Submitted by registered user while logged out")
    • ticket notification replies by registered users from unverified addresses (cause of suspension: "Submitted by unverified user")
    • ticket notification replies by registered users with the email token stripped out (cause of suspension: "Permission denied due to unauthenticated email update")
    • spam emails that aren't spam (cause of suspension: "Detected as spam")
  4. Bulk delete the remaining emails.

Reducing suspended spam

Zendesk uses spam detection software to rate incoming email. If the email is rated as having a 99% or greater chance of being spam, it's rejected and you never see it. If it's rated as having less than a 99% chance of being spam, the email is added to your suspended tickets to give you a chance to confirm that it's really spam.

If you find that you're receiving more spam emails than you'd like in your suspended tickets queue, you can use the blacklist to reject specific email addresses and domains. See Using the whitelist and blacklist to control access to your Zendesk.

Note: The option to blacklist email is not available in a closed Zendesk where administrators designate who can submit tickets.

Using the whitelist to prevent suspensions

Using the whitelist only prevents one cause of suspension ("Sender domain not on whitelist") but not the others. The whitelist is used in conjunction with the blacklist to restrict access to your Zendesk. Emails submitted by end-users on the blacklist are suspended or rejected. The whitelist specifies who is exempt from the blacklist rules, not from the email suspension rules.

For example, an email from a white-listed user can still be suspended because the user hasn't registered yet (cause of suspension: "User must sign up to submit email, user notified").

For more information, see Using the whitelist and blacklist to control access to your Zendesk.

Setting up suspended ticket notifications

In addition to the Suspended Tickets view, you can set up a suspended tickets notification email that is sent to specific email addresses.

In the Suspended Ticket Notifications section of the Tickets settings page, you can select the frequency and enter the email addresses that you want the notifications to be sent to.

To set up suspended ticket notifications

  1. Click the Manage icon () in the sidebar, then select Tickets.
    Zendesk Classic: Select the Setting menu, then select Tickets.
  2. In the Suspended Ticket Notifications section you can select the frequency and enter the email addresses that you want the notifications to be sent to.
  3. Enter the email addresses you want the notifications sent to.
  4. Click Save tab.

If you later want to cancel these notifications, select Never.

You'll only receive the notification email if there are tickets in the suspended tickets queue.

Cause of suspension descriptions

The Suspended Tickets view displays messages describing the cause of suspension for each suspended email. Example:

The following table lists the possible descriptions in the view and what each one means.

Cause of suspensionDescription
Automatic email processing failed Although rare, you might see this if a system-wide email processing error occurred.
Automated response mail This is used when the email header indicates that the message is an auto-generated email response.
Automated response mail, delivery failed This indicates that an outgoing email notification was not delivered to its recipient. The delivery failure email response is suspended so that a ticket is not created.
Automated response mail, out of office Out of office and vacation auto-generated response emails are suspended.
Detected as mail loop If you receive a large number of emails from a single sender in a short period of time, those emails are suspended and the sender's address is blacklisted for one hour. This also happens to tickets that are sent from an address equal to your default Reply To address.
Detected as spam The email has been flagged as spam with a probability lower than 99%. If the probability is 99%, the email is rejected.
Detected email as being from a system user Email generated by a mail server (for example, messages sent from addresses beginning with mail-daemon@ and postmaster@) are suspended because it is assumed that they are not intended to be support requests.
Email for 'noreply" address The email address is a "no reply" email address, meaning that it is not intended to receive email.
End user only allowed to update their own tickets This indicates that an email response (ticket update) was received from a user (email address) that is different from the original submitter's email address. This might happen if the submitter forwarded the email to a different email account and then attempted to reply back to your Zendesk. Multiple email addresses per user are supported but they must be added to the user's profile.
Permission denied due to unauthenticated email update This indicates that the email header doesn't contain the email token identifying the ticket. This can happen if an email client strips out email header information. See Understanding the email token in the agent's guide.
Permission denied for unknown email submitter When you require your users to register and create an account, email received from unregistered (unknown) users is suspended.
Sender domain not on whitelist When your account is configured to only allow emails from a given set of domains (using the whitelist), this indicates that the sender's email address or domain is not within that set.
Submitted by registered user while logged out If a registered user submits a ticket using the Submit a Request form while they are not logged in, the ticket will be suspended and a verification email will be sent to them. When the user clicks the verification link in the email the ticket will be unsuspended.
Submitted by unverified user This indicates that the user is known in your Zendesk but has not yet verified their email address.
Unknown user tried to update existing ticket An unknown user has attempted to update an existing ticket. This can happen if an email is forwarded and then replied to (using the Reply To email address) from an unknown user account. A user's account can include multiple email addresses but they must be added to their user profile.
User must sign up to submit email, user notified This is used when an account requires end-users to register and therefore verify their email address before submitting tickets. Once their email address/user account is verified, they can submit tickets.
 

Comments

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Ralf Wittgen
Author-it

You write for mail loop email "If you receive a large number of emails from a single sender in a short period of time, those emails are suspended and the sender's address is blacklisted for one hour. This also happens to tickets that are sent from an address equal to your default Reply To address."

a. What is a large number of emails? 10 emails, 5 emails?

b. What is a short period of time? 30 minutes?

c. How can I view in zendesk that an address is blacklisted for one hour?

Thanks :)

March 07, 2012 01:42
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Johannes Schunter

We are set up to receiving about 200 per user requests per day through a web site form, so the sender address is always the same and the ticket ends up in the suspended list because of the "email loop" criteria. Can I white list certain email addresses so the email loop criteria is not applied?

May 08, 2012 07:17
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Kathleen - ProjectManager.com

We are set up to receive daily system generated emails with details of errors from our product.  These are sent from the same email as our zendesk replyto address.  We have tried whitelisting this address to prevent emails from being marked suspended and had no success.  We have also tried configuring triggers to prevent these messages from being marked suspended with no success.  How can we handle these emails?

Thanks

July 21, 2012 19:44
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Donnie Byrd

Is there a way to disable this one from happening: Submitted by registered user while logged out

This happens to me a lot, and my users say they have never received such a verification email. 

August 04, 2012 15:29
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Ben

Suspended tickets labeled "Submitted by registered user while logged out" and "End user only allowed to update their own tickets" are, 100% of the time, false-positives for us. We have to go through daily and fish them out of the pit.

I've asked about enabling some control over which suspension reasons are in use or how they're applied in other forums but no firm word as yet...

September 19, 2012 05:44
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Michael Wilson

I have a monitoring service configured to automatically submit a support ticket if certain criteria are met.  Its support tickets are suspended because of its email address (no-reply@).  Is there a way to turn this off, or will I need to set up a forwarder?

October 10, 2012 06:47
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Justin Seymour
Zendesk

Hey Michael: 

I'd recommend setting up a forwarding address, however, you can whitelist an email address in Settings > End-users

October 10, 2012 07:28
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Royewole

Hey Justin, having some trouble figuring out how to whitelist email addresses. 

I've navigated to Setting --> People but I only see the option to browse end-users. The no-reply emails I'd like to make tickets from are listed as unverified, but since they're no-reply (and no inbox to receive a verification email) I'm not sure how to go about verifying them. 

Any assistance would be awesome. Thanks

October 10, 2012 13:48
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Justin Seymour
Zendesk

Hey Rotimi: 

If you're using the new Zendesk interface, click on the cog, and head to Settings > Customers. You'll see the whitelist option there. To verify those accounts, just click on name from Manage > People and then click on their primary email address; you'll notice an option to Verify now. 

October 15, 2012 08:09
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Discoverstuff

Justin, is there a way to add the subject of an e-mail to a whitelist?  I have quite a few coming in from an e-mail reply that have the same subject but they are from new users each time.

October 16, 2012 14:36
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Ben

Let me second this idea as a feature request - aside from 100% of our "End user only allowed to update own tickets" and "Submitted by user while logged out" Suspensions being false positives, for some reason one of the Emails in our standard sequence sent out to new users gets Suspended very frequently. 

If we could white-list that subject and turn off the other two suspension causes, the proportion of tickets in the Suspended queue which we actually don't want would jump dramatically!  (for example, LinkedIn invites...)

October 16, 2012 16:56
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Justin Seymour
Zendesk

It's currently not possible to whitelist the email subject. I can see how this would be beneficial, though. Thanks for your feedback! 

October 17, 2012 08:36
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sandy F

I am using WuFoo form builder and my emails have the reply to address set as a customer email, but they come FROM a system account email so they are getting suspended. What can I do to fix this? This will be a big factor if we can't use this, we tried it with 1 form that we are using an automation with and we can't use the automation if it is suspended. 

 

Is there a way to automate emails sent to a specific email out of suspension?

October 30, 2012 07:28
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Justin Seymour
Zendesk

Hi Sandy: 

Try adding the address to your whitelist, located in Settings > Customers

October 30, 2012 07:33
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sandy F

Thanks Justin, that seems to have worked. 

October 30, 2012 07:39
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UNSW

+1 for us being allowed to modify the rules around Suspended Tickets "Submitted by registered user while logged out" .

As Ben says, above - "enabling some control over which suspension reasons are in use"  would be helpful.

Has anyone had any response from Zendesk about this?

Cheers, Crispin 

November 06, 2012 16:37
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Justin Seymour
Zendesk

The mail filter acts in the same way for all accounts globally. We have no plans to allow specific rule modification. However, the more feedback the better. As of right now, we won't be exploring this in the immediate future. 

November 07, 2012 05:03
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Kaylee

We have an Enterprise account with 4 branded accounts set up for email forwarding. Anytime an employee sends an email to the everyone distro list it creates a ticket for each of those branded accounts. We have checked that those email accounts are not included on the everyone distro list. Any ideas on how we can block emails sent TO (not FROM) a certain email address? Or how to stop creating 4 tickets anytime someone in my company sends an email to everyone@mycompany.com?

 

Thanks!

November 08, 2012 13:13
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Justin Seymour
Zendesk

Hi Kaylee: 

It sounds like your everyone address is configured to forward incoming messages to your Zendesk accounts. I'd double check the mail forwarding rules for that specific address first! 

November 19, 2012 05:11
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Henrik Zillmer

Hi Justin

I keep getting the "Detected as mail loop" message and emails ending in suspended tickets. Here is the setup:

Customers send first email to plans@airhelp.org, which then creates a ticket. Our support answers from support@airhelp.org (default reply-to email address). Customers reply to support@airhelp.org, which then ends in suspended ticket!!!

We have whitelisted support@airhelp.org and setup forwarding of all mail sent to support@airhelp.org to plans@airhelp.zendesk.com.

Help pls.

January 21, 2013 13:08
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Justin Seymour
Zendesk

Hey Henrik: 

Give this article a read: https://support.zendesk.com/entries/20519926-getting-started-with-e...

Your mail forwarding setup is a little off! Because support is forwarding to plans, and plans forwards to your Zendesk account, it creates that loop. If support@mydomain.com is forwarding mail, it needs to send it to support@mydomain.zendesk.com -- if plans@mydomain.com is forwarding mail, it needs to send it to plans@mydomain.zendesk.com

January 22, 2013 05:57
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Brian

if you whiteliste No-reply@___ will it override the automatic blocking mechanism ?  

January 23, 2013 15:44
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Justin Seymour
Zendesk

I don't think so, Brian. I'm not 100% sure, so give it a try. The incoming message filters are fairly strict, and it looks to separate those noreply addresses. 

January 25, 2013 09:22
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Erik Aronesty

For our  company, when an unauthorized user posts to an existing ticket, it would be MUCH better to show the email on the ticket... than to put it in suspended.   All the other suspension rules are fine for us.   But this rule is really hurting customer relationships.  I would really like to turn off this rule, or be able to get an email every time it's triggered.

February 01, 2013 13:37
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Justin Seymour
Zendesk

Makes sense, Erik. Unfortunately, there's no way to change how message filter processes those responses. Those types of comments will always end up in the suspended queue for now. I wish we had some more flexibility here! 

February 04, 2013 04:42
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mmaher

We are having a problem whenever someone within the company is CC'd on a ticket. Every single ticket becomes suspended with the "Mail Delivery Failed: Returning Message to Sender" error. Looking within the error, it says that the email address of the person who was CC'd had failed, and that there is an invalid header in the message. Is this something that anyone has run into before?

February 05, 2013 10:28
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Justin Seymour
Zendesk

We'd need to take a look at the original email. Send a ticket to support@zendesk.com with the appropriate attachments and we'll get it figured out. 

February 10, 2013 05:26
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Sean Harrington

Is there a way to turn this function off completely?

March 28, 2013 06:39
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Erik Aronesty

Justin: "there's no way to change how message filter processes those responses"   ... there's also no technical reason why this is the case... unless you lost some of your core developers. It's just too easy to throw an "if rule looks like X and user checked Y then do Z" logic in a piece of code.

March 28, 2013 06:47
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Brandon K.
Zendesk

@Sean: Unfortunately not, the suspended tickets queue is not one of our most flexible features and there is no way to completely disable it at this time.

@Erik: Justin wasn't implying that it isn't programmatically possible, but that we do not allow you to. I've forwarded your feedback though, hopefully we can use your tip to fix this with our developers.

March 28, 2013 16:56
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Ricardo Planells

Want to take a chance to show support towards having more control over which emails are suspended. Being able to turn off the "End user only allowed to update their own tickets" option would be very helpful in my specific case.

April 03, 2013 14:32
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Cam Brown

Hi Guys,

This suspended feature is good in theory but it seems a lot of people are having issues with it suspending very valid emails myself included. I get that you are trying to help with controlling spam but if it doesn't do a good job of detecting good emails then it is detrimental to business because they sit there unnoticed for a period of time.

I switched to Zendesk from a competitor of yours and I loved Zendesk until most of my valid emails started going to the suspended folder.  This needs to be fixed or I my have to go back to the other guys (Please don't make me go! :( ).

April 09, 2013 12:14
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Steph Barnard

So there's no way to just whitelist an address so that it never goes to spam? We don't have a Zendesk-wide blacklist and whitelist, because it wouldn't work for our purposes... but we do have messages being flagged as suspended that shouldn't be (and they come from particular email addresses). 

April 10, 2013 08:15
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Brandon K.
Zendesk

@Ricardo: The suspension reason 'End user only allowed to update their own tickets' usually means that the authentication token in the email doesn't match up with the ticket it is trying to update. This is a security precaution to prevent spoofing attacks on your account. If you have a specific user or situation where this is occurring  I would recommend that you send in a ticket to support@zendesk.com where we might be able to offer you a solution or workflow to prevent these emails from being suspended.

@Cam: In an ideal situation Zendesk should have a very low false-positive suspension rate. It is very possible that there is a setting or process that isn't set up correctly that is causing all of these suspensions. Do you think you could write in to our support team at support@zendesk.com so we can take a look at your account? If you could describe your workflow and point out specific tickets and suspended responses that were valid we might be able to offer you a fix.

@Steph: No, there are certain suspension causes that cannot be bypassed by a whitelist, but most minor causes can be skipped by adding an address to the whitelist. Most of the reasons that cannot be bypassed are related to security or spam scenarios that would effectively shut down your helpdesk. If you have a particular user that is having trouble getting caught in your filter, our support team would be happy to take a look and see if there is a solution.

April 22, 2013 17:13
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Tony Mayse
newrelic

The content for most of these suspension causes broke today. As far as I can tell, all the ones that mention "mail" now have the string "email" because these causes are not numbered and I have to match on this string, it broke my script which uses the [zendesk API](http://developer.zendesk.com/documentation/rest_api/suspended_ticke...).

This makes me feel like my script could break any day and that my script is unreliable and that's quite disheartening.

April 24, 2013 12:57
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Anna Giulia Cescon
Thelevelgroup

Good evening,

I have set up the email forwarding from 6 email address. the problem is that, even if I have inserted the original email address in the white list, the forwarded mail in Zendesk are all categorized as Suspended ticket, with the detail " Automated response email". How can I manage this? It is not  effcient to recover them every time.

Thank you.

July 23, 2013 09:28
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Bob Novak
Zendesk

@Anna: It sounds like you may need to modify the forwarding of your external email addresses. Please verify that you have set the SPF record properly for each external email address you are forwarding in. Instructions are located here: https://support.zendesk.com/entries/20519931-Using-an-external-emai....

If that doesn't resolve the issue let us know and we'll take another look!

July 23, 2013 14:22
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Anna Giulia Cescon
Thelevelgroup

Thank you Bob. Unfortunately I have already set the SPF record but the issue still persist. 

July 24, 2013 00:20
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Allen Lai

We currently require users to register, but that sometimes can be an issue because customers for whatever reason don't click the verification link. So we're thinking of disabling that feature. But before we do that, I want to ensure that we're not going to receive a ton of spam. We also have SSO enabled. I've also created triggers based on a user's organization. If we receive an email from a user that is not associated with an organization, we auto-close the ticket and let the user know that email support is only available to paying customers.

Suggestions?

August 05, 2013 22:20
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Dr. J
Zendesk

@Allen - I think you've covered all the bases.  Unfortunately you cannot open submissions to anyone, but not expect some Spam to get through.

I think given your other precautions, you're in pretty good shape, and should be able to proceed--but, a quick thought: Since you have a "paid" customer list that you provide support for, have you thought about either manually, or by a bulk user update verifying them yourself?

That way, all of your paid customers will have an open channel to your Zendesk. :)

August 13, 2013 14:36
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Michael
smarteru

Hi Zendesk Team,

I see from the comments that on Oct 16, 2012, DiscoverStuff asked about whitelisting email Subjects. The majority of emails that get routed through our Suspended Emails are indeed junk, however there is one that we have our system set up to send us daily to let us know which of our accounts we need to invoice. We'd love to be able to set up a whitelist rule for "if <subject> like 'recurring invoices%', then route to inbox". Any progress on this suggestion?

August 21, 2013 08:52
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William Braun
brandsolutions

Is there anyway to manage suspended tickets with triggers. There are some consistent false positives that we would like to just delete without admin intervention.

September 20, 2013 05:38
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Trisha Patel
Zendesk

Hi William,

Unfortunately this is something were unable to manage via triggers. If you have any suggestions or feedback about this feel free to email support@zendesk.com or even create a feature request here: https://support.zendesk.com/forums/1848-Feature-Requests.

 

September 24, 2013 03:47
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Jon

Kind of puzzling that we cannot set up rules to allow auto response emails from registered users to pass through to the ticket.  I do not want my ZD open to anonymous users just so can use the white/black lists.  :( 

October 03, 2013 14:21
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Elizabeth Haney
homekeeper

We've recently had an upsurge of spam support tickets, after having several spam posts a few months ago. Any tips on preventing this or stopping the same spammer from hitting our system more than once?

October 08, 2013 14:52
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Laura D.
Zendesk

Hi Elizabeth, 

I'm really sorry you've run into this, spam can be an issue for public forums. We do have some tools to help you manage this - I'll start a ticket for you and send you some additional details through there. 

October 08, 2013 16:04
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Laura D.
Zendesk

Ah, sorry, read too fast - spam tickets. I'll still reach out to you through the ticket!

October 08, 2013 16:05
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Laura D.
Zendesk

@Michael - oops, looks like we missed your question!

There haven't been any updates to how the whitelist works, there's still no support for whitelisting by subject line. The Product team is planning to revisit the whitelist and blacklist not too far down the road. You might want to post your use case in our Product Feedback forum as the they do go through it while considering new features and changes. 

Speaking with the experience of providing support given the current features, Zendesk is not designed to make automated messages that come in by email into tickets which I'm guessing is the kind of messages these invoice reminders are. It seems to me there would be more involved in getting this to work than accepting them based on their subject line, though I can see the use for it. We'll have to see what might come!

October 18, 2013 17:34
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Christopher Miller

We've got an auto-reply coming back in Chinese that is missed by the auto-reply filter.

[自动回复]

Can you guys add that please to the same filter that catches other automated responses?

We may have to delete the ticket or wait till the customer returns from vacation before we can close it. I guess we could also suspend email notifications for a second and close the ticket. It's awkward almost any way we shake it. 

Cheers

Chris

 

November 05, 2013 08:42
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Laura D.
Zendesk

Hi Chris, 

Sorry about the delay on this but thank you for submitting a ticket, we appreciate the heads up. I know it's been a little while since you got an update about the ticket - it's still winding its way through the queue with Engineering, hopefully it won't be too much longer. Hope you were able to find a reasonable way to deal with the ticket. 

December 09, 2013 10:35
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Eric Thompson

I would like to vote for the option to turn off ticket suspension. In our case 99.9% of the suspended tickets are needed in the ticketing queue. I would rather have my agents delete the few unwanted tickets than spend any part of their day "un-suspending" tickets.

Thank you!

December 19, 2013 10:21
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Jimmy Maher

Hi all,

On the subject of suspended tickets - I have seen email reply sent from a support agent on an existing ticket go into the suspended tickets. The reply was sent using Outlook because the agent wanted to cc all of the people on the thread. Any idea why this would occur?

 

 

December 19, 2013 10:44
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Emily
Zendesk

Hi Jimmy,

In an account with cc functionality enabled, an Agent is more than welcome to cc a third party when replying directly to an email notification about a Zendesk ticket. If you pull up an email notification from Zendesk and hit 'reply,' you'll notice that the reply address adds an alphanumeric code to the default support@zendesk.com email address. This code ensures that the reply gets added to the appropriate ticket instead of creating a new ticket. If the Agent does something to alter that unique reply email address, then the reply might get suspended instead of updating the appropriate ticket. For example, if the Agent were to forward the ticket back to support@zendesk.com or if the Agent were to first forward the email to another one of his/her email addresses before replying to it.

If this doesn't help point you in the right direction for understanding what occurred, please let me know and I'll create a ticket for you to troubleshoot further!

December 19, 2013 12:50
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Jon

Why is it that the whitelist option is available only when annonymous ticket submission is enabled?  It is such a hassle when dealing with out of office replies especially when I am mobile because you cannot manage the suspended queue from the mobile app.  We need more access with controlling what comes in and what does not.

December 19, 2013 13:07
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Emily
Zendesk

Hi Jon, 

If you uncheck the "Anybody can submit tickets" box, you (the Agent) need to add end-users yourself before they can submit tickets successfully. You are essentially performing the same action a whitelist/blacklist would in a public Zendesk. The system will reject tickets from an end-user you have not yet added to your Zendesk (just like blacklisting) so to accept a ticket, you have to add the end-user (just like whitelisting).

Out of office replies should automatically be suspended. If they are not getting suspended, you can manually suspend the specific out of office reply email address to prevent it from submitting further fake tickets. As it sounds like you already know, you cannot suspend an end-user from the mobile app. This must be done on a computer browser.

The mobile app was intended for ticket management on the go. It does not offer many of the Admin capabilities, likely for security reasons. You wouldn't want to pocked-dial a change to your triggers and disrupt your whole workflow, for example.

I did find this feature request asking for the ability to manage the Suspended Tickets view from the mobile app. I encourage you to lend your use case to the comments thread. Our Product Team reviews this forum regularly, so it's a great way to at least get your voice heard. Also, this feature request was originally written for Android so if you have a different smartphone, be sure to note that in your comment!

December 19, 2013 14:48
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Brian Pavlovich
tradeextensions

The Suspended Queue needs "Reject" feature; we routinely get requests from end-users of our product who are not our direct clients.  We need to respond to them saying, in essence, "please follow the contact information you were provided" (by our customer). 

We can't recover these tickets and give them access to our Zendesk, yet we still need some way to efficiently respond and not just delete them.

January 16, 2014 13:51
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Laura D.
Zendesk

Hi Brian, 

We're in the same situation! We've addressed this by creating a "misfire" macro where we kindly let someone know we aren't the company they are looking for and that we just provide software for businesses. It adds a tag that prevents satisfaction emails from being sent and separates the tickets in reporting. 

To do this though the incoming messages have to be tickets. Anything that is in your suspended ticket queue is not really a ticket so you can't directly respond to those messages, Zendesk doesn't have a way to message users without the communication being a ticket (or based on a ticket). The only way I can think of to respond to these messages without them becoming tickets (and users being added to your Zendesk) would be to copy and paste their email into a separate email system or, if you're forwarding these messages from somewhere to Zendesk going back to that inbox and replying from there. 

I realize this isn't quite the functionality you want but I wanted to share some ideas that are possible. I don't know if we will look at something like this down the road, you might look for an existing post in our Feedback Forum to add your voice to, active posts there are one thing the Product team takes into consideration when looking at new features. 

January 17, 2014 16:05
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Nina Nikolic
firemonkeys

Hi guys!

Does "User must sign up to submit email, user notified" unsuspend tickets after the user has registered and verified? If not, it should definitely do this automatically so that we don't need to search for the user to check and manually allow all of these!

January 21, 2014 22:16
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Ian LaPhilliph
Zendesk

Hi Nina,

Once the user has verified and created a password for their end-user account the suspended ticket will automatically get unsuspended become a new ticket. 

January 31, 2014 10:19
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Nina Nikolic
firemonkeys

Should we be actioning anything in this queue then? If half of the conent in there may be automatically cleared at some point, it's probably best to just leave it, should the user decide to go ahead with that prompt, right?

February 02, 2014 18:18
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Emily
Zendesk

Hi Nina, 

The scenario you describe is just one of many potential reasons why an email could be suspended, so the Suspended Queue may still need to be monitored. Either way, suspended tickets are deleted automatically after they've been in the Suspended Tickets queue for two weeks. 

February 03, 2014 10:51
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Andrew J
BizStudio NZ

Hello team,

Why is it , that when we recover a ticket automatically, all the field value is preserved and copied into the ticket, but when we recover manually we lose all this info?

Would be very helpful if this were changed.

Problem is that we don't use auto recover as this opens a new user account which is normally a double up for us or some obscure incorrect email address and we need to find the right user in the system.

March 17, 2014 19:37
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Max McCal
Product Manager

Hey, Andrew - 

Are you talking about custom field values being lost when a customer submits a ticket? Most suspension is via email, where there are generally no field values to preserve (you can't set values via email unless you're an agent using the Mail API), so I'd love to know a little more about the situation you're encountering. As for preserving those values, are you suggesting you'd like to see the ticket fields default to the values that were previously selected on the ticket?

March 18, 2014 02:14
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Andrew J
BizStudio NZ

Hello Max,

We see a lot of suspended tickets from unregistered users submitting tickets anonymously - when we recover the tickets (manually) the data they entered is gone... if recovered automatically, the data is there.

Happy to show you through the issue from our side on the GTM; you will have my email if you need to contact :-)

March 19, 2014 10:12
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Max McCal
Product Manager

Hey, Andrew -

I created a ticket so we can take a closer look together. Thanks!

March 20, 2014 02:56
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Marty
redweek

A ticket came into the suspended folder and the ticket is a verification response.  In order to verify (to protect them from spam) their email address and that we are a live person, we need to simply reply to the email.  Well, that doesn't work when it has gone into the suspended folder.  I've tried figuring out the email address that it should be "replied" to and that bounced.  Any suggestions?

Thanks

April 08, 2014 22:04
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Sarah Kay
Zendesk

Hey Marty!

I was going to suggest manually recovering the ticket and then you would be able to see the email address that you need to reply to. But I took a quick look in your suspended tickets folder and it looks like there is nothing in there. I'm not sure if you deleted or recovered the ticket that you are referring to. Either way, if you would like me to take a closer look let me know and I will create a private ticket that we can use to discuss this further.

Thanks!

Sarah

April 09, 2014 17:08