Causes for ticket suspension

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44 Comments

  • Jessie Schutz
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    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.

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  • Sergio Anarte
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    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

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  • Jessie Schutz
    Comment actions Permalink

    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?

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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

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  • 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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  • Paolo Ylagan
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    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.

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  • 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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  • 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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  • Israel Gonzalez
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    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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  • 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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  • Israel Gonzalez
    Comment actions Permalink

    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.

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  • 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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  • 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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  • Devan - Community Manager
    Comment actions Permalink

    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.

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