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 |
---|---|---|
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:
|
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.
|
68 Comments
Hi Team,
in the article it says "Please submit a ticket to Zendesk Customer Support for further assistance" to get around the automatic suspension of mass emails, however when creating a ticket the feedback is essentially that there is nothing that can be done about this. Furthermore, you link support@zendesk.com a few times, which is just an auto-responder telling me to create the ticket via chat or contact form - so I wasted my time twice!
Hi, quick question.
We have a client that forwards booking confirmations to us to an internal Zendesk Email Address we set up for this specific purpose. However the emails are set so they come to us 'from' an sender email address that mirrors one we have in Zendesk so these emails all automatically go into the suspended tickets folder (as system thinks they are spam as came from an internal mail address that it recognises as ours already). Is there a way to set it some how that this doesn't happen and they don't flag as suspended tickets? For some reason we can't restore them from the suspended tickets either so they get stuck there and we can't do anything with them unless we manually copy and past them into a random email address and resend back in - which is obviously not ideal and as they are suspended the way the text displays that we copy the formatting is horrible!
Hi Adam,
I would recommend, that you would not forward those emails as your service address as the sender. I would expect that it would fairly easy to use some other address.
Still, if you wish to do so, have you tried Manual restore from suspended tickets (not the automatic one that would not work due the addresses)? I would expect that to work and would allow you to change the service address to another requester address.
-Arno
Hi Arno
Yeah tried the manual restore but this fails also. Have asked that the email address is changed but as this is at the mercy of the client making the change it's not something that is forthcoming or I can control myself sadly.
Thanks
Hi Adam,
Just tried this in our environment, and manual restore had no problems with it. Interesting, if you are not able to do this:
This worked fine at least for me with a suspended ticket (email from service address to same service address).
Br. Arno
Adam Strand Hi, It's quite a common issue. Apart from this if you receive more than 40 notifications per hour from a single sender, those will be suspended as well ( e-mail loop). If you receive >80 messages those will be hard bounced.
Though it's not always recommended, you can add sender and receiver e-mails to allowlist to boost the limit.
Hi! We communicate with other internal services through Zendesk. What the process looks like: we send an outgoing request, creating a new ticket. After that, you immediately get an auto-response with the ticket number created in support. The ticket is sent to suspended. Further, support responds in the ticket, but it does not leave the suspended ones, and manually restoring tickets every time is not a good process. Is there a solution?
Hey Степан,
I'm going to create a ticket on your behalf so our Customer Care team can look into these tickets with you. You'll receive an email shortly so feel free to reply back to that with any ticket examples you have available.
Cheers!
Please sign in to leave a comment.