Causes for ticket suspension

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68 Comments

  • Conza

    "Email forwarded by light agent"

    Is a new reason. No indication why this is suddenly a thing. :\ 

    5
  • Russell Harris

    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.

    4
  • 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.

    3
  • Steve Dark

    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

    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
  • Ryan Hsiung

    Experiencing the same thing as Conza and it's causing a ton of frustration. Just noticed it today as well. 

    2
  • Brett Bowser
    Zendesk Community Team

    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!

    2
  • Ryan Hsiung

    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. 

    2
  • Ontec LLC (EMEA Partner)

    What does cause

    Number of email recipients exceeds the threshold configured for the account

    mean?

    1
  • Sergio Anarte

    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

    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
  • Kay
    Community Moderator

    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.

    1
  • Kay
    Community Moderator

    I can confirm this. This has changed recently, unknown why..

    1
  • Melanie

    Thanks for the update Brett, we have been experiencing this issue for the last day or so and it was becoming incredibly frustrating.

    1
  • Conza

    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 

    0
  • Jon Daniels
    Zendesk Customer Advocate

    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
  • Adam Strand

    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!

    0
  • Jessie Schutz
    Zendesk team member

    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!

    0
  • Jessie Schutz
    Zendesk team member

    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
  • Степан Титлин

    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?

    0
  • Cindy O'Leary

    Thank you, I have created a ticket.

    0
  • Jessie Schutz
    Zendesk team member

    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 Bowser
    Zendesk Community Team

    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!

    0
  • John Pawelchak

    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.

    0
  • Stein

    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
  • Adam Strand

    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

    0
  • Brett Bowser
    Zendesk Community Team

    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 :-/ 

    0
  • 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

    0
  • Katie Saddlemire

    "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?

    0
  • Nicole S.
    Zendesk Community Team

    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. 

    0

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