The Suspended Tickets view displays messages describing the cause of suspension for each suspended email.
The following table lists the possible descriptions in the view and what each one means.
|Cause of suspension||Description||Solution|
|Automatic email processing failed||Although rare, you might see this if a system-wide email processing error occurred.||Contact our customer service team for further assistance with this cause of suspension.|
|Automated response mail||This is used when the email header indicates that the message is an auto-generated email response.||You will need to modify your email client, so the message is no longer auto-generated. Contact your email provider for details on adjusting your email header.|
|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.||You will need to modify your email client settings, such as email headers. Contact your email provider for details on adjusting your email settings. Emails with the following headers will be suspended by Zendesk Support:
In your email provider settings, you can whitelist the uncommon headers listed above to prevent tickets from being suspended when forwarded to your Support account.
If you have continue to encounter problems, please contact firstname.lastname@example.org with the ticket ID.
|Automated response mail, out of office||Out of office and vacation auto-generated response emails are suspended.||You will need to remove the 'vacation', 'Out of Office', 'Auto-reply', or any similar terminology from the email header. Contact your email provider for details on adjusting email settings.|
|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.||You will need to ensure that the end-user's email address is whitelisted. If an external email address is sending a large number of emails, it might be useful to add it as a support address (see Adding support addresses for users to submit tickets).|
|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. The email might also have been flagged as spam because it is from a suspended user. This cause also applies to the Help Center Submit a Request form.||You will need to check if the user is suspended and whitelist the email address (see Using the whitelist and blacklist to control access to Zendesk Support).|
|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.||Mail from these addresses will need to be sent from or redirected through valid email addresses.|
|Email for "noreply" address||The email address is a "no reply" email address, meaning that it is not intended to receive email.||'No reply' addresses can be added to your whitelist to prevent automatic suspension (see Using the whitelist and blacklist to control access to Zendesk Support).|
|Email is from a blacklisted sender or domain||The email came from an address or domain that you've blacklisted. See Using the whitelist and blacklist to control access to Zendesk Support.||If you need to accept the emails, you can remove the domain address from the blacklist (see Using the whitelist and blacklist to control access to Zendesk Support).|
|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.||There are three methods for resolving this:
|Email is too large||The email sent by the end-user exceeds the maximum size limit and was rejected by the server.||The user can try resending the email at a smaller size.|
|Malware detected||This indicates that possible malware was detected.||The user can try resending the email.|
|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.||This issue occurs when the Zendesk Support details from the email header are removed while the email is being processed. Contact your email provider for assistance on adjusting email settings.|
|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.||The user will need to register for access(see Permitting only users with approved email addresses to submit tickets (restricted)).|
|Received from support address||The email was sent by (not forwarded from) one of your support addresses. For information about support addresses, see Adding support addresses for users to submit support requests.||The email was received from one of your listed support addresses and is causing a mail loop. You will need to change the FROM address on the email, or the outgoing form, to something other than the support address.|
|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.||You will need to whitelist the email domain or address (see Using the whitelist and blacklist to control access to Zendesk Support).|
|Submitted by unverified user||This indicates that the user is known, but has not yet verified their email address.||The end user must verify their email address with the verification email sent to them. An agent or admin can also manually verify the email on the user's profile (see Verifying a user's email).|
|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.||The user needs to register for access (Permitting only users with approved email addresses to submit tickets).|
|User does not have authority to update this ticket||This occurs when an end-user attemps to reply to a ticket notification, but they are not a participant.|