Viewing, recovering, and deleting suspended tickets Follow

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7 comments

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    Pat Prince

    Before Automatically recovering a Suspended Ticket, how can I tell where the ticket will be recovered to? In the old interface, there was a field "Associated with Ticket", but I don't see that anymore. How do I get this information in the new Agent Interface?

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    Colin Piper

    Patrick, I know the request to return this field has been made in the Product feedback forum and when I went to look for it, you were the author.We need to get more people to go and vote for it!
    To answer your specific question about what happens, basically the normal rules are processed as if the email was arriving at Zendesk. All Zendesk standard configuration and all your business rules will be followed as far as I can tell.

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    Marci Abraham

    As the result of a change in our user base, we're getting a lot more undeliverables. So I just discovered how difficult this interface is to navigate, and how useless the recovered tickets are.

    I've upvoted two threads on fixing this problem, so hopefully, as Colin suggested, we can stir up some thunder from the Zendesk gods and goddesses:

    Patrick's thread is here: https://support.zendesk.com/hc/en-us/community/posts/204245127-Clearer-View-for-Suspended-Tickets

    Another one is here: https://support.zendesk.com/hc/en-us/community/posts/204312897-Suspended-ticket-description-field?page=1#community_comment_209703877

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    Ryan Blumenstein

    If I wanted to create my own "suspended tickets" view, what criteria would I use to pull in only suspended tickets?

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    Nicole - Community Manager

    Hi Ryan - 

    Welcome to the Zendesk Community! Suspended tickets is is a default view in all Zendesk accounts. Here's an article with more info on that: 

    Understanding and managing suspended tickets and spam

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    Patrick Carney

    Is there a way to recover tickets that were in suspended view, and accidentally deleted instead of being recovered?

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    Amie Brennan

    Hi Patrick,

    There's no way to recover accidentally delete emails from the Suspended tickets view. They are permanently deleted once selected to deleted from that view. The only workaround to this would be if you happen to recall who the email was from? You could perhaps search in your email inbox and then forward it back through to your Zendesk for another ticket to be created from there. 

    Kind regards,

    Amie

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