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.
Related articles:
Cause of suspension | Description | Solution |
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Automatic email processing failed | Although rare, you might see this if a system-wide email processing error occurred. | Contact Zendesk Customer Support for further assistance with this cause of suspension, or refer to this article for help. |
Automated response mail | This is used when the email header indicates that the message is an auto-generated email of any kind. | We do not support the un-suspended flow of automated emails into Zendesk. The API and Channels Framework are the only channels that support programmatic creation and updating of tickets. The following headers can lead to this Cause of Suspension:
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Automated response mail, out of office | Out of office and vacation auto-generated response emails are suspended. | Remove the 'vacation', 'Out of Office', 'Auto-reply', or any similar terminology from the email subject and headers. Contact your email provider for details on adjusting email settings. |
CCs/followers limit reached | A ticket can have no more than 48 email addresses included as CCs. | Delete unnecessary email addresses from the CC line. |
Detected as email 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 blocked for one hour. This also happens to tickets that are sent from an address equal to your default Reply To address. | Zendesk does not support the bulk creation of tickets via emails to Zendesk from the same sender. The API and Channels Framework are the only channels that support bulk creation of tickets. |
Detected as spam | This email was flagged as spam by Zendesk's email detection filters. Some messages, if flagged with very high confidence of spam, are rejected entirely. This email may also be flagged as spam because it was sent from a suspended user. | Check if the user is suspended, and unsuspend if necessary. You can recover the suspended ticket, which can help improve the sender's reputation going forward. See the support tip What does "Detected as spam" mean? for more information. |
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 non-system addresses. |
Email authentication failed | The email is spoofed. The email appears to have originated from someone or somewhere other than the actual source. | The sender of this email must be permitted to send mail from your domain. Consider configuring SPF and DKIM for this sending source, or disabling Sender Authentication in email channel settings. Please submit a ticket to Zendesk Customer Support for further assistance. |
Email for "noreply" address | The email address is a "no reply" email address, meaning that it is not intended to receive email. | Most no-reply addresses are not intended to be responded to, and emails to these accounts are frequently not checked. You may want to verify that your responses to these addresses are reaching your customers. |
Email is from a blocked sender or domain | The email came from an address or domain that you've blocked. See Using the allowlist and blocklist to control access to Zendesk Support. | If you need to accept these emails, you can remove the domain address from the blocklist (see Using the allowlist and blocklist to control access to Zendesk Support). |
End user only allowed to update their own tickets | This indicates that an email response for the purpose of updating a ticket was received from an address or user that is different from the original submitter's email address. This might happen if the submitter forwarded the email to a different email account or user and then an attempt to reply back to your Zendesk was made. Multiple email addresses per user are supported but they must be added to the user's profile. | You can add the user as a CC to the ticket, otherwise their update will create a flagged comment. See Configuring CC permissions and notifications for more information. |
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. This limit is for the email body itself and is separate from the attachment size limits. |
Failed email authentication | The email did not pass Zendesk's DMARC authentication. | Disable DMARC authentication. See Authenticating incoming email using DMARC. |
Malicious pattern detected | Some part of this ticket's message matched a pattern that is frequently associated with spam messages, or messages intended to steal information from recipients. | If you see important messages suspended for this reason, contact Zendesk Customer Support. |
Malware detected | This indicates that possible malware was detected. | The user can scan the attachment for malware before resending. Alternatively, resend the email without the attachment. |
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. | Verify that no headers are being removed by the forwarding mail server and that the body is intact. Please submit a ticket to support@zendesk.com if you're still seeing issues. |
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. | If you have a known customer base, we would suggest importing your customer base prior to them submitting tickets. See Bulk importing users. |
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: and reply-to: addresses on the email show the actual requester's email address. |
Sender domain not on allowlist | When your account is configured to only allow emails from a given set of domains (using the allowlist), this indicates that the sender's email address or domain is not within that set. | You will need to allow the email domain or address (see Using the allowlist and blocklist 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 or re-send the verification email (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 will be prompted to register for access (see Permitting only users with approved email addresses to submit tickets). Once the user has registered, their Suspended ticket will turn into a Support ticket without any action from an Admin required. |
User does not have authority to update this ticket |
This occurs when an end user attempts to reply to a ticket notification, but they are not a participant. This can also happen if someone removes the encoded ID when responding to the ticket.
Note: If an agent recovers a ticket suspended for this reason, the end user attempting the reply will be added to the ticket's CC list. Anything recovered from this will thread into the given ticket and add the user as a CC. For more information please check Guidelines for reviewing suspended tickets.
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68 Comments
Hi William!
You are correct. The only way to prevent these responses from being suspended would be to remove any related terminology from the header of the email. That has to be done on the email client side, which means that it would be up to your customers to fix that.
Alternatively, you can set up Support to send you email notifications when a ticket reply gets suspended so you can go in and retrieve those OOO messages. You can find out more about this setting in this article.
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
Hi Sergio!
I'm afraid there's no way around the no-reply email issue in terms of disabling that functionality or anything like that.
Off hand, depending on what you're trying to do, you might be able to use our API to pull in that information instead of trying to do it via email. Can you tell me more about your workflow here?
Hi Jessie,
The workflow is as follows:
1.- the agent sends a public comment to an address.
2.- That address replies from a no-reply address with kinda "notify request of ticket received" auto-reply with the tracking code, which is required to handle by the agent
3.- The agent can't handle it because that message is on suspended tickets.
Thanks
Hey Sergio,
Thanks for the additional info. The only way you're going to be able to work around this issue will be to pull the tracking information in via API, as I mentioned above, since it's not possible to prevent those emails from being sent to suspended. I'm sorry I don't have better news for you!
Hello -
We are using our system to auto-generate error notifications and have it sent to our Zendesk support account so a ticket gets created for us. However, we keep getting the email sent to Suspended tickets, which is quite a pain.
The reason for the suspension is "Detected email as being from a system user". We have experimented with changing the sender's email address to no avail, whatever email the system generates just keeps on getting suspended. How is this being filtered? Is it via the sender's name, email, email subject?
I've tried adding in the sender's email to the whitelist (Customers> Whitelist) but the email received still gets suspended.
Please advise.
Paolo
This is a bit of a long shot and needs you to change the content of your system's auto generated emails. But from memory, I am sure this worked for me.
As well as white listing the full email address of the sender, add the email address to an Agent's identity. It does not need to be the primary contact, but just part of their profile.
Modify the the error notification to use the mail API and set the ticket requester. For example, the email first line should be:
#requester user@abc.com
This will change the requester away from the agent to the correct user. You can also add other commands such as tags or the support group if you want.
Tickets will still be suspended if you generate many emails within one hour, but it should help.
If you cannot modify the email body, let me know and we can try plan B.
"We do not support the un-suspended flow of automated emails into Zendesk. "
Why is this? There are actually a number of cases where we need to take action on something and an auto-generated email tells us so. For instance, there is a 3rd party we work with that tells us when customers make a request to update their account, and we can only get these updates via email? Why can we not whitelist and receive the emails we want to receive?
That aside, Zendesk seems to be blocking legit messages coming to us from Netsuite. They're formatted like this:
messages.111111.1111111111.11aa11a1@messages.na2.netsuite.com
This isn't an automated email but an email from someone internal to the company. Why is it blocking these?
Any update on how to get NetSuite message to show up? I have the same case as previous users. 1.) We have customers that send in their Purchase Orders via email and they get stuck in the suspended tickets. 2.) We have notifications from NetSuite that are emailed into ZenDesk so that a customer agent can to the task.
None of the apps help solve this issue.
Any help is appreciated. Thanks!
Hi Israel,
Outside of using the apps and whitelisting the email address that is sending these emails, you'd most likely need to create your own integration that will pull this information from your NetSuite account using our Channels Framework.
Apologies for not being able to provide another solution at this time :-/
Hi Brett,
I had already tried white-listing the domain name the emails are coming from but that didn't help. Would this be a bug or this part of the normal use case? I would think that the white-list would take precedence.
Unfortunately non of the existing apps will work for this scenario, so it looks like custom integration is necessary which is a bit overkill for this.
Hi Israel,
I believe this is a normal use-case but I'm going to create a ticket on your behalf so our Customer Advocacy team can confirm on their end. You'll receive a follow-up email shortly stating your ticket has been created.
Cheers!
How I have to manage the following issue. What's the meaning of the solution (mail from these addresses will need...). What I have to do exactly?
thanks
Hello Sonia Radaelli,
So if you are getting a ticket from a mail source, that is, for example, an automated response from Google letting you know that the e-mail doesn't exist, aka maildaemon@. You would either need to correct the email address or have the email be sens from a non-automated source.
Best regards.
What does cause
Number of email recipients exceeds the threshold configured for the account
mean?
I just recently noticed this same issue on our account. We got an email with 153 CCs, it looks like the max CCs is 48. Is this the reason for suspension?
Ontec LLC (EMEA Reseller) - that means that you're trying to email too many people at once; more than your account is set to allow.
Luke Aleo - it shouldn't suspend any accounts, but there is a 48 CC limit. The suspension you're describing sounds like it may be a bug. I see that you've also submitted a support ticket regarding this; we'll continue to troubleshoot there.
'Auto-reply', or any similar terminology from the email subject and headers. Contact your email provider for details on adjusting email settings.
This does not seem like an optimal solution. At least in Finnish common single words like vacation, away, etc. in the subject randomly, but still often cause suspension.
At least for Office 365 / Exchange, there is no easy way to configure rules that would replace these words in subject or headers. When companies deal with HR related tickets or supported services or products include HR features, these words are naturally common in the subjects of the customer emails.
Question: Is there a way to append something in the subject or body to prevent suspension? This could be easily configured at least in Exchange.
Hey Arno,
There's no way to append these words within Zendesk directly. This would need to be done on the email providers side ahead of the email being forwarded to Zendesk.
Let me know if you have any other questions for me!
Hi Brett,
To rephrase my question: On office 365 / Exchange side, in the rules, we could easily for example append content (add strings) to subject and body easily - removal/replacing is complex if even doable. Now could we add some content/strings on the email server side to the body or subject of the email that would prevent Zendesk from suspending the emails, like "#anyword" etc.?
Security vise this kind of option would not be preferred because it could be abused and therefore most likely does not exist, but this would offer a workaround for now, I would be happy to use it at my own risk until there is a better way.
Hopefully Zendesk will find a better solution for this in the near future.
-Arno
Hey Arno,
Thanks for the clarification! The closest I could find to the solution you're looking for is here: How to prepend Office 365 email subject when email is received from External sender.
Not sure if this is exactly what you're looking for but it may point you in the right direction.
Let me know if there's anything else I can help with!
Sovellin Oy Ltd (EMEA RESELLER) (PRM) You could try out this app. It allows for automatic processing of Suspended Tickets, even with these keywords. I know it's not the perfect solution, but it should help you achieve your goal for now.
"Email forwarded by light agent"
Is a new reason. No indication why this is suddenly a thing. :\
Experiencing the same thing as Conza and it's causing a ton of frustration. Just noticed it today as well.
I can confirm this. This has changed recently, unknown why..
Kay
I already started a ticket about this but is it possible to get some eyes on this issue internally and clarify why this change was made? I have like 150 Light Agents and they forward quite often. It is impossible for me to monitor the suspended all day and unsuspend their tickets.
Sounds like a quite normal use case, a light agent receives an email by customer, and just forwards it to customer support - why would Zendesk want to suspend it? Would seem more logical just to create a ticket for the customer as requester, maybe with internal comment, like a light agent can do in in Support UI as well (Add ticket). I would be interested to hear the reasoning behind suspending the tickets - seems unnecessary.
Hey everyone,
Thanks for sharing your feedback regarding light-agent forwarded emails getting sent to the suspended tickets view. This was implemented to resolve a bug where a light-agent could add text under the forward header and comment publicly in a ticket.
The team has since rolled back this change with the intention to instead have the comment show up as an internal note.
If you continue to experience issues with light-agent forwarded emails showing up in the suspended tickets view please let us know.
We appreciate each of you taking the time to share your concerns with us and truly value your voice.
Thanks again!
Thanks for the update Brett, we have been experiencing this issue for the last day or so and it was becoming incredibly frustrating.
Praise be. Thank you!
FYI future reference - our entire 85 store network 1,000+ are light agents. Online support team - agents. Stores process online orders.
They aren't engaging us by forwarding any emails from customers. Just standard internal communications. They get online order emails to process, and often forward these to support to provide themselves and online support context - attaching an enquiry.
The stores are not in Zendesk, but email. All are internal private comments by default naturally. Would not want stores to accidentally email a customer.
Basically this broke all incoming comms from our store network, suspending all those forwarding a previous order email, instead of just making it an internal note - as it was.
Cheers
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