Some of the email may be flagged as spam and be either completely rejected or sent to the suspended tickets queue where they may be permanently deleted or recovered. The reasons why email is rejected or suspended is described in Managing suspended tickets and spam in the Administrator Guide.
As an agent, you can view and either delete or recover suspended tickets. All unrecovered suspended tickets are automatically deleted after 14 days.
You can also watch this short video:
Viewing suspended tickets
Suspended tickets appear in a system-generated view. If you have no suspended tickets, you will not see a view. If you do, the Suspended tickets view is added to your list of views, as shown here:
Selecting the view allows you to manage the suspended tickets. You can view detailed information for each, including the reason for suspension, and then recover or delete them.
Agents with permisison to access the Suspended tickets view can delete any tickets included in that view, even if ticket deletion is not enabled for them.
Recovering or deleting suspended tickets
Tickets that have been suspended can be manually unsuspended and placed back into your ticket queue. You can unsuspend tickets in the Suspended Ticket view one at a time or in bulk. You can also delete suspended tickets.
To bulk recover or delete suspended tickets
- Select the Suspended tickets view.
- Select the tickets you want to recover or delete. You can select all the tickets in the view by clicking the selection check box in the table header.
- Select and then click either Recover or Delete option in the submit button.
The tickets you recover will be shown in your Unassigned tickets view. Deleted tickets cannot be recovered, they are permanently deleted.
- Select the Suspended tickets view.
- Click the Subject of the ticket you want to recover or delete.
- You can select to Delete, Recover Manually, or Recover Automatically. The automatic recover option immediately recovers the ticket. The manual recover option allows you to edit the ticket properties first and then recover the ticket.
Note: If you choose to recover a ticket manually, the recovered ticket will function as a copy of the original ticket and will only pull a plain text version of the original email, instead of the full HTML. The original ticket will remain in the Suspended tickets view.
When you recover a suspended ticket for a new user (not a known user in your account), an unverified new user account is created, and you are listed as the submitting agent, in the "via" field:
18 Comments
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?
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.
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
If I wanted to create my own "suspended tickets" view, what criteria would I use to pull in only suspended tickets?
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
Is there a way to recover tickets that were in suspended view, and accidentally deleted instead of being recovered?
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
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!
Can you please tell me how can I mark the email address of suspended ticket as "NOT SPAM" ?
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!
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?
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!
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 =)
Happy to help Stefan :)
Hello,
We have about 2k suspended and deleted tickets in our Portal. Is there any way to remove them all permanently?
You have API methods, but they give only 100 ids and 100 ids could be removed. So, it will require an additional script to obtain ticket ids using GET /api/v2/deleted_tickets.json and then we should pass ids to DELETE /api/v2/deleted_tickets/destroy_many?ids={ids} request.
Maybe we missed something and there is a more convenient way?
Thanks!
Regards,
Ivan
Hello Ivan Skoritzky,
Aside from the API, which does have a limit of 100 tickets at a time, I would recommend checking out the GDPR: Search & Destroy app in the Zendesk market place that helps with ticket deletion.
Best regards.
Is there a report on who recovered the ticket?
HI Gef,
No, there's a record of who deletes tickets in the audit log (that isn't a metric in Explore), but there isn't a report on who recovers a ticket.
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