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
Im wondering if maybe "List-unsubscribe" also is a part of automated response mail. Seems like emails go through once i added this.
Hello Martin,
Do happen to have a question about the "List-unsubscribe" header? Please feel free to clarify if I am not understanding.
In the article the list unsubscribe is not part of the things you document that impact zendesk spam. My tests show that in our case this tag was the cause of everything going into the spamfilter. once i removed this tag in our email system the mails got trough. I just tought you might consider updating your article.
Hello there Martin,
Thank you for sharing your findings! I'll see if this is something we can get added to the documentation.
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!
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.
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.
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...
Glad to hear you got it working, Steve!
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.
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.
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.
Hey David!
Since Automated Response messages are detected via information in the email header, adding email info to the whitelist unfortunately isn't going to impact whether those messages come through or not.
All that said, we do have a few NetSuite apps in our Apps Marketplace that might do the trick for you. Have you had a chance to check those out?
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.
Hi Cindy! Welcome to the Community!
For example, if the requester on a ticket forwards the ticket notification email to someone who isn't CC'd on the ticket and that person responds. That person isn't authorized to update the ticket. Generally these won't be sent to the suspended queue, though; their comments will be added to the ticket as a private note and a flag indicating that they're not currently CC'd.
I just had to restore at least 5 tickets today that were in our suspended queue that were 3rd party replies. What causes some to be entered as internal notes and some put in the suspended queue?
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!
Thank you, I have created a ticket.
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?
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.
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. :)
This is a pain - all emails imported to Zendesk go to the "suspension" tab.
Our emails are on Office 365
I have setup a rule in outlook to redirect all incoming emails to Zendesk, Nothing more!
Hey Shlomi! We were talking about this in another thread as well...this is expected behavior when you're using a closed Zendesk.
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
Hey Stein,
By themselves, a subject line with a bunch of Re:'s shouldn't get suspended, so please send a message to support@zendesk.com with more details, we will be happy to help you troubleshoot the cause here!
Thanks Jon, I've just sent one through
Our email is not included :
But still marked as Automated response mail
If we have an email coming from a known "no reply" address and we DO want to get it (it's an email we get now and then from one of our own properties, which alerts us to a task we need to do in Zendesk) can we whitelist it? Or is this something we can't get around?
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.
More can be found here.
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
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