How can I avoid the suspension of emails from system users such as mail-daemon@ or postmaster@?
Emails from system users are always suspended due to a hard-code system rule in Zendesk Support.
Triggers and automations cannot fire on suspended tickets because suspended tickets are not legitimate tickets in your Support account unless manually recovered.
Cause and resolution
There is not a means around this. This is a hard system rule that cannot be disabled.
Possible workarounds that could help in some cases:
- Have the system emails sent to another email address
- Have the email address automatically forward the email on your account's support address
You could also try whitelisting the email address (Admin > Settings > Customers); however, this will likely not resolve the issue in most cases.
You can also help manage suspended tickets by enable enabling notifications in Admin > Settings > Tickets > Suspend Ticket Notifications.