I am using a third party solution, such as an external ticket form or Shop System, that is configured to email Zendesk Support from a generic email in order to create tickets. Now some, or all, of these tickets are being suspended. Why is this happening?
Since the email channel is designed for end-user communication, and these types of notifications generally include metadata that identifies them as automated responses or machine users, incoming email from this setup may get detected as spam or even be rejected altogether. For more information on suspension reasons, please see our article on Managing suspended tickets and spam.
While tickets created this way may function on a small scale, this approach is not fully supported by Zendesk. If you depend on this method, please consider checking our Apps marketplace for an existing integration for your third-party solution, creating a custom HTML form for ticket submission, or transmitting these requests through the use of our Core API.