Causes for ticket suspension

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44 Comments

  • Moshe Gottlieb

    We integrate with a system called tawk.to where our users can leave messages or chat with our support team. All chat transcripts or offline messages are sent to zendesk to be created as tickets. As of the last few days these are all ending up as suspended tickets with the reason "Detected email as being from a system user". But these are not coming from emails like postmaster or the like. The from address is set as the user's email address who is sending the request.

    We are losing tickets as a result! please advise

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Moshe,

    Emails from system users are always suspended and it is a hard system rule that cannot be disabled. Since you have confirmed that it is not coming from a system user, I highly suggest that you collect ticket samples and reach out to our Customer Support for further investigation.

     

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  • Moshe Gottlieb

    Thank you. I have reached out to Customer Support.

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  • Sam Humphrey

    Is there any way to determine as to why an email has been marked as spam? We have a substantial amount of suspended tickets and going through them 1 by 1 isnt a viable option.

     

    Any help would be amazing!

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Sam.,

    Are you seeing a common spam reason on the ticket itself? If yes, please check if that falls under the causes discussed in this article and follow the suggested resolutions. If the issue persists after following the same, I suggest that you grab at least 5 tickets, and reach out to our Customer Support so they can dig deeper into your account.

     

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  • Gerardo

    I wanted to share my workaround.

    We had the issue that Zendesk was setting a lot of email as Spam and there was no other way then to recover them manually. This is what I was told. 

    It worked by creating organizations and end users profiles to let Zendesk recognize those emails. 

    It would be ideal to add this information to the article, if you consider this working for you too. 

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  • Navenkumar Radhakrishnan

    "Detected as email loop" - what is the threshold after which the mails from the same user are suspended?  Do we have the access to manage this limit? 

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  • Alex
    Hello Navenkumar,
     
    We have a limit of 20 emails from the same user within an hour. Beyond that, the next 20 updates will be suspended. If more than 40 are received, all additional updates within that hour will be rejected (meaning they won't even create suspended tickets).
     
    There is no option to manage this limit, I'm sorry.
     
    You can find more information on how email loops are handled in our article About mail loops and Zendesk email
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  • Jeferson Stedile

    Hello! Is there any way to permit the ticket creation of e-mails "Received from support address"? We have this issue in a client instance. A support address "X", as a sender ("from:"), sends an e-mail to another support address "Y" (receiver - "to:"). All these tickets are suspended.

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  • Hervin
    Zendesk Customer Care
    Hi Jeferson,
     
    Unfortunately there is no setting or anything along those lines available in Zendesk Support. If you have a support address added in your Email channel settings and that same email address is the requester on a ticket, the ticket will be suspended. If the original sender of a ticket is a unique end-user in your workflow, you may want to look into setting up an email redirect in your email client. Email redirects are different than forwarding in that redirecting preserves the header information so that the email appears to be from the original sender, not from address forwarding the email.
     
    In order for these these tickets to avoid being suspended, you will either need to remove the support address that's set as the requester from your Email settings or somehow change the email address these tickets are coming from. I hope this information helps!
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  • prakash.sati

    Email from customer are being suspended with reason "Email is too large". However this is an small email <1MB.???? if anyone can help!!!

     

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi prakash.sati, I can see you have raised a ticket with us and our team is investigating this for you. You should receive an update once we have checked or if we need any more information from you. Thank you! :) 

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  • Lucy Mills

    Hi all, 

    Is there a way to view the original email that has been suspended if one of our users is saying the email didn't come from then in out support email address?

    Thanks in advance 

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  • Hiedi Kysther
    Zendesk Customer Care

    Hey Lucy Mills,

    Unfortunately, this is not possible if the email is suspended. But, you can view original email from your provider's mailbox. Remember, emails that were forwarded to Zendesk came from your mail provider's inbox. For reference: 

    I hope this helps! 

    Best regards,
    Hiedi Kysther

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  • Tim G
    Zendesk Luminary

    Hi Team! Is there anything in the works to let admins 'allow-list' certain addresses please? 

    We see more and more emails getting caught by 'Detected email as being from a system user' - but they're legit emails (yes, they're automated but need action from our teams).

    For example our accounts team in particular deal with a lot of invoices which come through from automated systems but can also then sometimes need replies. The emails are not coming from any of the examples in the table above - e.g. one comes from order@exampledomain.com.

    Is there any way to configure 'don't suspend this domain / this sender, deliver them as normal' anywhere please?

    Thank you!

    1
  • Dainne Lucena
    Zendesk Customer Care

    Hi Tim G

    Usually adding the email addresses in the allowlist would resolve the ticket suspensions. If the emails in the allowlist are still getting suspended, there may have been an x-header: included that could be causing the suspensions. By that time I would suggest creating a ticket with us so we can check the email logs to help identify what's causing the suspension. 

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  • Mario Amicarelli

    We had some tickets that were getting suspended because Zendesk "Detected email as being from a system user", but adding the email address to the allowlist indeed fixed the issue. I did confirm that there was nothing about an "x-header:" string in the email header as well. I suggest this solution be added to the guidance in this article for that particular suspension reason. 

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  • Manisha Guleria

    Will a ticket get suspended if the email subject includes FWD: or [EXT]?

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  • Dane
    Zendesk Engineering
    Hi Manisha,
     
    Email subject alone is not enough for the ticket to be suspended. It must either come from your support address, domain with bad reputation, system user and other factors mentioned above.
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  • Manisha Guleria

    Hi Dane,

     

    But the reason of suspension is mentioned as Automated response email. But the email we got was clearly not auto-generated. 

    Can you tell us the possible reasons why zendesk detected it as such?
     
    The email says that it originated from outside Client since the employee used their local Client email. Do you think that has to do with it being suspended and detected as auto-generated?
     
    Will greatly appreciate your response.

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  • Dane
    Zendesk Engineering

    Hi Manisha,

    That's definitely a weird behavior. 

    I'll create a ticket for our team to investigate further. Please wait for their update via email.

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  • James

    I've added a number of prolific spam email addresses to the blacklist on the People > End-users page however they are still being shown as "blocked" in the suspended ticket list. How can we completely block these so they don't even get processed at all? I don't want to have to trawl through the same spamming emails every day etc.

    Thanks

    James

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  • Sergey
    Zendesk Customer Care

    Hi James,

    You can do so by putting "reject:" in front of users email address. See here for more info (just search for a "reject" keyword): https://support.zendesk.com/hc/en-us/articles/4408886840986-Using-the-allowlist-and-blocklist-to-control-access-to-Zendesk-Support 

    Give this a try!

     

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  • James

    Thanks! Sorry I missed this in the article!

    To confirm, I can permanently block full domains like so:

    reject:domain.com

    Thanks,

    James

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  • Sergey
    Zendesk Customer Care

    That is correct!

    Regards,
    Serg

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  • Himalaya Adhikari

    Hi, recently we have been receiving almost all the tickets in Suspended Section and most of them have reason for suspension as "Detect as Spam" while all the tickets are received from the unsuspended users, in fact we have not suspended any users. What may be the reasons and solutions for this issue??


    Regards.
    Heemal.

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  • Kimberleen Abad
    Hi Heemal,

    If these emails are not coming from suspended user then one other reason for this is the spam filter that is set for your account (either Cloudmark or the RSPAMD EAP) finds the content to be spammy.

    There are a lot of reason how spam is being detected by Zendesk stated in this article.
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  • Pat

    Dear Zendesk team,

    When the reason for suspension is "Detected as spam" there are actually two causes, either the email is flagged as spam by Zendesk's email detection filters or it was sent from an already suspended user. 

    Your recommendation is to check if the sender is suspended. We have 700+ suspended end-users and growing daily. If we would be able to recognize the emails arriving from the already suspended end-users, it would avoid a lot of double-checking. Therefore, wouldn't it be possible to add a reason "Sent by suspended user". This way we would be able to distinguish the two types directly in the Suspended Ticket View. 

    Thanks, Patrizia

     

     

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  • Zendesk suspended all automatic respond email but there are many of these kind of tickets nowadays and Zendesk should allow the possibility to white list whatever needed for the business. The other problem is Zendesk have some suspended ticket under this category not able to recover even by manual. All data gone and not recoverable. The same was received in outlook and we confirm data are there. We reach out to support but no reply. Zendesk support is not helpful. We feel helpless in many cases.

     

     

     

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  • John Espina
    Zendesk Customer Care
    Your ticket has been assigned to our advocacy team. If you want to wait for an agent to join, most customers hear back in 15 minutes.  Otherwise, feel free to check back later or watch for an update sent to della@hostmostgroup.com 
     
    Remember to share as many details as you can now so our team can provide the most helpful first reply.
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