Setting up suspended ticket notifications

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  • Thorsteinn Sverrisson

    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!

  • Jessie Schutz
    Zendesk Team Member

    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?

  • Fernando

    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. 

  • Brett Bowser
    Zendesk Community Team

    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.

  • Sara Ledger

    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.

  • Ben Van Iten
    Zendesk Community Team

    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:

    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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