Understanding and managing suspended tickets and spam

Have more questions? Submit a request

66 Comments

  • Heather Rommel
    Comment actions Permalink

    Hi Ryan Frye

    I agree with Brett, you'll likely want to contact them. Also, what reasoning for the suspended ticket is Zendesk giving you? If it's because the Ring Central user has a zendesk email associated with it, it could be as easy as changing the email the Ring Central user uses to create the ticket. 

    Lastly, I'm pretty sure Ring Central has more than one way to integrate with Zendesk. We happen to use the NICE In Contact Frontline Agent Console which works pretty well and attaches a voicemail.

    0
  • Ryan Frye
    Comment actions Permalink

    Hi Brett & Heather, 

    Thank you for the replies. We don't have an integration setup at this time, we use the email forwarding. It's the same email that we use to forward our normal support tickets into Zendesk. I've tried whitelisting the email address.

    I'll take a look at the article as well as the possible integrations. 

    Best regards,

    Ryan 

    0
  • Richard Bickle
    Comment actions Permalink

    Trying to understand the sequence of events with Recovering Suspended Tickets.  If I have a 30 suspended tickets, and it's a mixture of:  true spam, a couple items I need to work, and some Out of Office Replies... when  I Recover all 30 items, what steps occur first?

    Will ALL items be forced over as an actual ticket, then my rule and triggers will be ran?

    Or will "certain" items be deleted before an actual ticket is created?

    The only reason I asked this question is I believe our actual Tickets Created tally on the main Tickets Dashboard is much higher than the actual tickets we need to work (aka "workable tickets").

    Can anyone provide any thoughts, insights or clarity for me?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Richard,

    We actually have an article that goes over recovering tickets here: Viewing, recovering, and deleting suspended tickets

    Once a ticket has been recovered, it will be treated as a new incoming ticket and triggers should run as normal. If you run into any errors recovering a ticket, check out this article: Suspended Ticket Could not be Recovered Error

    Let me know if you have additional questions or concerns.

    Cheers!

    0
  • Richard Bickle
    Comment actions Permalink

    Hi Brett - I should be more specific about my question as the currently published information doesn't answer my question.

    To re-frame, I'm trying to figure out my Total Tickets are counted.  If 100 emails go into the Inbox, I understand that all of those received a Ticket # and those would be counted towards my Total Tickets widget on the dashboard.

    If 50 emails go directly into Suspended Tickets, i would obviously go to "recover" them by using all of my Triggers that I've set up.  Would ALL 50 of them count towards to my Total Tickets, or would only those that weren't deleted count?  I'm trying to figure out if all 50 Suspended Tickets FIRST get assigned a ticket number, THEN all triggers are ran on them?  Or do the triggers run FIRST, thereby deleting some, then only those NOT deleted get assigned a ticket number.  

    Does that provide more clarification for you?  Sorry for the confusion.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Richard,

    I appreciate the clarification!

    The dashboard would not include any tickets that were deleted from the Suspended queue. Only tickets recovered from the Suspended tickets view. Technically, these emails are not assigned a ticket # until they have been recovered from that view. So if they remain in this view or get deleted, it will not count towards your Total Tickets. Triggers will only run on these emails that have been recovered from the Suspended Tickets view since they aren't considered tickets until after recovery.

    Hope this clears up any confusion!

    0

Please sign in to leave a comment.

Powered by Zendesk