Tickets created from my custom ticket form are being suspended Follow

Issue Symptoms

  • Tickets created from a custom ticket form are being suspended.
  • Whitelisting the sent from email address does not prevent suspension.

Conditions

  • The custom ticket form is sending tickets from your support email address to your Support account.

Resolution

Emails received from a support email address will always be suspended to avoid mail loops. Having the custom ticket form submit to a support email address is not a recommended workflow and will always result in the tickets being suspended due to hard-coded system rules. 

Instead, it is recommended to leverage the API to create tickets from the custom request form. We have the following resources on this: 

 

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