Viewing, recovering, and deleting suspended tickets

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14 Comments

  • Pat Prince
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    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
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    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
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    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
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    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
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    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
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    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
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    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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  • AJ P.
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    Is it possible to see who was CC'd in the original email that was suspended ? or have it included in the new ticket when it is recovered?

    Thanks!

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  • Sarah Shahnawaz
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    Can you please tell me how can I mark the email address of suspended ticket as "NOT SPAM" ?

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  • Brett - Community Manager
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    Hey Sarah,

    If you notice your users' emails are being delivered to the suspended tickets view, you'll want to try whitelisting their email address as mentioned in the following article: Using the whitelist and blacklist to control access to Zendesk Support

    I'd also recommend checking to make sure their profile wasn't accidentally suspended. You can find this option by navigating to their user profile in Support: Suspending a user

    Let us know if you continue to experience issues on your end.

    Thanks!

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  • Stefan Jonsson
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    Dear Zendesk, 
    Is there a way to see the original email being sent?
    We have a case where I want to figure out all recipients of an email sent to our support. When I click on the suspended ticket I can see details like "From" and "To". In the "To" field I see our support email address and nothing else. There is no "CC" or similar. 
    Does that mean that no other recipient was added by the sender, or could there have been other recipients (other "to" or "cc") that I cannot see?

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  • Brett - Community Manager
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    Hey Stefan,

    If you want to view the original email you would need to first recover the suspended ticket. Once you view the ticket you should see an option to view the original email. More information in the following article: Viewing the HTML and original source for incoming tickets

    Additionally, if you've set up email forwarding and these users reached out to your external address then you can view the original email on your email providers side.

    Hope this helps!

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  • Stefan Jonsson
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    Brett - Community Manager

    Thanks for getting back to me.

    Since I would like to know before recovering, your first suggestions wouldn't work. 

    But yes, we do have email forwarding, so I should be able to access the original email there. Didn't think of that. Always go to the source =)

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  • Brett - Community Manager
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    Happy to help Stefan :)

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