In addition to the Suspended Tickets view, you can set up a suspended tickets notification email that is sent to specific email addresses.
In the Suspended Ticket Notifications section of the Tickets settings page, you can select the frequency and enter the email addresses that you want the notifications to be sent to. The email notification contains details for all tickets that are currently in your suspended tickets queue including tickets that were included in previous notifications.
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To set up suspended ticket notifications
- Click the Admin icon (
) in the sidebar, then select Tickets. - In the Suspended Ticket Notifications section you can select the frequency and enter the email addresses that you want the notifications to be sent to.
- Enter the email addresses you want the notifications sent to.
- Click Save tab.
If you later want to cancel these notifications, select Never.
You'll only receive the notification email if there are tickets in the suspended tickets queue.
6 Comments
Hi there. My suspended tickets notification is considered spam and ends up in my suspended tickets, which the defeats the purpose of the notification.
The notification is already a workaround since I'm not able to whitelist a transactional email sender, so most of our important emails end up in the suspended tickets folder. I know there's no solution to this problem, but is there a workaround for the workaround, i.e. a way to make the notification not end up in our suspended tickets folder? Thanks!
Hi Thorsteinn! Welcome to the Community!
Just to make sure that I'm understanding correctly, are you having your suspended ticket notifications forwarded back into Zendesk?
Hello, would it be possible to setup a webhook for when a ticket gets suspended?
I understand we cannot have it as a business rule notification, but would be great if we could be notified as soon as a ticket has been redirected.
Hey Fernando,
There wouldn't be a way to set up a webhook for Suspended Tickets since technically the tickets themselves do not get generated until you've recovered them from the Suspended Tickets view.
This means no Triggers will fire on these emails within the Suspended Tickets view. You're the best option would be to set up notifications as mentioned in the above steps.
Apologies for not being able to provide an alternative solution for you at this time.
Is there a way to limit the suspended ticket notifications to a specific scheduled? For example during our business hours so we aren't bombarded with emails after hours.
Hi Sara,
This is a great question. Unfortunately this is not possible at this time. I would encourage you to post in our feedback forum (as it is more closely monitored by the product team than this space) with a breakdown of your use case so other users can upvote and add onto it: https://support.zendesk.com/hc/en-us/community/topics/200132066--Feedback-on-Support
My apologies as I know this isn't what you were looking to hear. Please let us know if we can assist further.
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