Causes for ticket suspension

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44 Comments

  • 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.

    3
  • Steve Dark
    Comment actions Permalink

    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!

    2
  • William Henderson
    Comment actions Permalink

    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

    2
  • Sergio Anarte
    Comment actions Permalink

    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

    1
  • Lamine Lahouasnia
    Comment actions Permalink

    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?

    1
  • Jon Daniels
    Comment actions Permalink

    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!

     

    0
  • Jessie Schutz
    Comment actions Permalink

    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!

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  • Jessie Schutz
    Comment actions Permalink

    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.

    0
  • Cindy O'Leary
    Comment actions Permalink

    Thank you, I have created a ticket.

    0
  • 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.

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

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  • John Pawelchak
    Comment actions Permalink

    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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  • Stein
    Comment actions Permalink

    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 

    0
  • Brett - Community Manager
    Comment actions Permalink

    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 :-/ 

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  • Katie Saddlemire
    Comment actions Permalink

    "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?

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  • Nicole - Community Manager
    Comment actions Permalink

    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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  • Sergio Anarte
    Comment actions Permalink

    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

    0
  • Jessie Schutz
    Comment actions Permalink

    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. :)

    0
  • Graeme Carmichael
    Comment actions Permalink

    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.

     

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  • Yulian
    Comment actions Permalink

    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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  • Sergei Dudko
    Comment actions Permalink

    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.

    0
  • Steve Dark
    Comment actions Permalink

    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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  • David White
    Comment actions Permalink

    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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  • Israel Gonzalez
    Comment actions Permalink

    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!

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  • Sonia Radaelli
    Comment actions Permalink

    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

    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.
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  • Anders Smith
    Comment actions Permalink

    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
    Comment actions Permalink

    Glad to hear you got it working, Steve!

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  • Cindy O'Leary
    Comment actions Permalink

    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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  • Travis Rider
    Comment actions Permalink

    Hello there Martin,

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

    0
  • Travis Rider
    Comment actions Permalink

    Hello Martin,

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

     

    0

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