When trying to automatically recover a suspended ticket, we receive a "Suspended Ticket Could not be Recovered: Failed recovering suspended ticket id: XXXXX. You may need to manually recover this suspended ticket".
Suspended tickets in the agent interface cannot be recovered using the automatic process.
Check to see if:
- The sender of the message has been suspended.
If so, you'll need to unsuspend the user on their user profile before you can automatically unsuspend the ticket.
- The sender's email is a support address (listed under Admin () > Channels > Email).
If so, you'll want to manually recover the suspended ticket and change the requester to a non-support address email address.