Guidelines for reviewing suspended tickets

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  • Sergio Anarte

    Hi guys,

    I can imagine i'm not the first one asking this...

    If I sent a public comment to an address which replies me from a no-reply address, their answer goes to suspended because of a "Automated response mail,out of office" reason.

    the thing is that message (the one from the no-reply) contains an internal reference (like a tracking code, different for every mail I send to them) which is very important for me, in order to be able to follow up with the problem.

    Do I have any alternative different than going to suspended tickets? I don't want to recover tons of emails  constantly?

    Thank you very much

  • Adarsh Shet

    Sergio Anarte did you find any alternative different than going to suspended tickets for this?

  • Sergio Anarte

    Hi Adarsh Shet, nope, apart from creating API requests to suspended ticket endpoints and then executing actions based on different results, but not a big workaround anyway.

  • Montana

    Sergio Anarte Adarsh Shet we have had luck with whitelisting the domains of the no-reply emails that we need to go to the queue rather than suspended tickets. i am not sure if you have tried this already. 

  • Sergio Anarte

    Yes Montana we did, actually I think is the best workaround so far. Thank you!


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