Causes for ticket suspension

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38 Comments

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

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  • Travis Rider
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    Hello Martin,

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

     

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  • Martin Fjeldvær
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    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. 

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  • Travis Rider
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    Hello there Martin,

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

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  • Steve Dark
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    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!

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  • Anders Smith
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    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. 

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  • Nicole - Community Manager
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    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. 

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  • Steve Dark
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    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...

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  • Nicole - Community Manager
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    Glad to hear you got it working, Steve!

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  • John Pawelchak
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    URGENT: I understand suspending messages from system users because e-mails containing "postmaster". However,  if I whitelist a specific address that includes postmaster then there is no way Zendesk should still assume to suspend it. It's up to ME who or what e-mail address(es)  I accept tickets from NOT Zendesk.

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  • Jessie Schutz
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    Hi John! Welcome to the Community!

    What do you need to come into Zendesk that's coming from a postmaster email address? There might be a different way of getting these tickets created for you.

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  • David White
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    Am I understanding the Automated Response Mail section above to mean there is absolutely no way to stop automated messages from Netsuite from being put into Suspended tickets?

    I have already added messages.na2.netsuite.com and netsuite.com to our white list and that's not helping. These are purchase orders being generated from a customer's Netsuite ERP and are very important.

    Any help is appreciated.

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  • Jessie Schutz
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    Hey David!

    Since Automated Response messages are detected via information in the email header, adding email info to the whitelist unfortunately isn't going to impact whether those messages come through or not.

    All that said, we do have a few NetSuite apps in our Apps Marketplace that might do the trick for you. Have you had a chance to check those out?

    -1
  • Cindy O'Leary
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    Hello,

    Can I get a little more clarification on what this means "This occurs when an end-user attempts to reply to a ticket notification, but they are not a participant"?

    Thank you.

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  • Jessie Schutz
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    Hi Cindy! Welcome to the Community!

    For example, if the requester on a ticket forwards the ticket notification email to someone who isn't CC'd on the ticket and that person responds. That person isn't authorized to update the ticket. Generally these won't be sent to the suspended queue, though; their comments will be added to the ticket as a private note and a flag indicating that they're not currently CC'd.

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  • Cindy O'Leary
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    I just had to restore at least 5 tickets today that were in our suspended queue that were 3rd party replies.  What causes some to be entered as internal notes and some put in the suspended queue?

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  • Jon Daniels
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    Hey, Cindy!

    There could be a few different reasons for this, in order to investigate fully, please email support@zendesk.com, we will be happy to help you investigate your particular case!

     

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  • Cindy O'Leary
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    Thank you, I have created a ticket.

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  • Lamine Lahouasnia
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    Hi there,

    Perhaps this is answered elsewhere but I'm struggling to find the answer...We're using Zendesk for internal questions and have a small number of agents that may need to reach out to internal End Users for an answer.

    So far it's all working out pretty well but we've recently had a challenge with suspended tickets, particularly Out of Office automated responses. It's actually important that the agent sees the OoO from End Users because they will then know that one of the End Users that they need info from may not be available for a while, giving them the option of taking alternative actions. Obviously at the moment all OoO responses are suspended without the knowledge of the agent which can lead to frustration at the lack of progress on a ticket.

    So the question to the community is can we prevent OoO responses from being suspended in Zendesk?

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  • Russell Harris
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    I'm very frustrated with the response regarding Netsuite automated emails. https://support.zendesk.com/hc/en-us/articles/115009659807/comments/360000127908

    We too have large customers who use Netsuite to generate and send us Purchase Orders. In addition we use Netsuite to manage our business.

    The connector applications you point to do NOTHING to help our workflow. They are merely tapping and syncing info between the two systems. The Netsuite instances of our customers are NOT something that 'connects' to our system.

    Provide a solution to allow for Netsuite to be whitelisted!

    Thank you.

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  • Jessie Schutz
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    Hi Lamine!

    This is a buried in the table above: "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."

    Suspensions of out of office emails is automatic based on the email header; it's not a setting that can be disabled. But if your IT team can get that info out of the email header, then you can work around it. :)

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  • Shlomi Porush
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    This is a pain - all emails imported to Zendesk go to the "suspension" tab.

    Our emails are on Office 365
    I have setup a rule in outlook to redirect all incoming emails to Zendesk, Nothing more!

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  • Jessie Schutz
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    Hey Shlomi! We were talking about this in another thread as well...this is expected behavior when you're using a closed Zendesk.

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  • Stein
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    Hey Jessie,

    We're experiencing an issue in Zendesk where customer's are replying to replies creating a subject line with multiple Re:'s and are appearing in suspended tickets folder.

    For example Re: [KNOBBY] Re: Re: [KNOBBY] Re: Pyjamas enquiry is one subject line that was flagged.

    Is there anyway to resolve this so that subject lines like this don't keep getting filtered into our suspended ticket folders?

    Cheers,

    Stein 

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  • Jon Daniels
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    Hey Stein,

    By themselves, a subject line with a bunch of Re:'s shouldn't get suspended, so please send a message to support@zendesk.com with more details, we will be happy to help you troubleshoot the cause here!

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  • Stein
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    Thanks Jon, I've just sent one through

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  • Yulian
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    Our email is not included :

    • X-Twitteremailtype
    • X-Mailing-Software
    • Precedence
    • Auto-Submitted
    • Autoresponder
    • X-Autoreply
    • X-Autorespond
    • X-Autoresponder
    • X-Auto-Response-Suppress
    • X-Tender
    • RT-Ticket
    • Kayako|MailChimp|Benchmail Agent|Clang|Autoresponder
    • cmWinServer
    • X-EviteMessageID
    • Delivered-To
    • X-NetSuite

    But still marked as Automated response mail

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  • Marci Abraham
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    If we have an email coming from a known "no reply" address and we DO want to get it (it's an email we get now and then from one of our own properties, which alerts us to a task we need to do in Zendesk) can we whitelist it? Or is this something we can't get around?

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  • Sergei Dudko
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    Hi Marci,

     

    Whitelisting should help in this specific case. The whitelist specifies who is exempt from the blacklist rules, as well as bypassing some standard causes for email suspension.

    • Messages sent into Zendesk from noreply@domain.com would be suspended, but will create tickets normally if the source address is present in the whitelist.
    • If tickets can be recovered automatically, then Shredder app might come in handy, and if set correctly, it will be recovering tickets in the background

    More can be found here.

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  • William Henderson
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    Hi all,

    Just to be clear - there's no functionality to disable OOO responses going into suspended?

    For us as an IT helpdesk, it's particularly important to be aware of customers who are out of office so we are not chasing them for an update. 

    Thank you,

    William Henderson

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