Causes for ticket suspension Follow

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9 comments

  • Avatar
    Martin Fjeldvær

    Im wondering if maybe "List-unsubscribe" also is a part of automated response mail. Seems like emails go through once i added this. 

  • Avatar
    Travis Rider

    Hello Martin,

    Do happen to have a question about the "List-unsubscribe" header? Please feel free to clarify if I am not understanding.

     

  • Avatar
    Martin Fjeldvær

    In the article the list unsubscribe is not part of the things you document that impact zendesk spam. My tests show that in our case this tag was the cause of everything going into the spamfilter. once i removed this tag in our email system the mails got trough. I just tought you might consider updating your article. 

  • Avatar
    Travis Rider

    Hello there Martin,

    Thank you for sharing your findings! I'll see if this is something we can get added to the documentation.

  • Avatar
    Steve Dark

    Will adding an address to a whitelist mean that tickets from that address will not be suspended?

    Many of our tickets are created by automated daemons and we need to ensure they are created correctly.  For instance, all AWS alerts come from no-reply@sns.amazonaws.com and we certainly want these to be allowed.

    Thanks!

  • Avatar
    Anders Smith

    Steve, according to https://support.zendesk.com/hc/en-us/articles/203663246-Understanding-and-managing-suspended-tickets-and-spam I found this: "The whitelist specifies who is exempt from the blacklist rules, as well as bypassing some standard causes for email suspension."

    It is kinda vague saying "some" but I have tried sending a few automated e-mails and they are now getting through after I whitelisted my domain. 

  • Avatar
    Nicole Relyea

    Steve - 

    Yes, whitelisting should mean that those emails will be able to get through. But let us know if you set that and still see those emails getting suspended; in that case there could be something else triggering the suspension. 

  • Avatar
    Steve Dark

    Thanks Anders and Nicole.  I need to get my client to trigger a new alert, but it sounds like it should work now.  I've changed the settings so that I am notified of suspended tickets each hour anyway - so either way all is now good.  Thanks again...

  • Avatar
    Nicole Relyea

    Glad to hear you got it working, Steve!

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