Setting up suspended ticket notifications

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  • Thorsteinn Sverrisson
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    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
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    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
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    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 - Community Manager
    Comment actions Permalink

    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.


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