Question
Is it possible to edit the suspended tickets view and to create business rules that take action on tickets in a suspended state?
Answer
As suspended tickets are not legitimate tickets in your account until they are recovered, it is not possible to edit the conditions for this view or natively create business rules to take action on them.
The suspended queue is a default part of Support and is shown to admins and any agent with access to all tickets in your account.
However, Zendesk created an app that allows for the bulk deletion of suspended tickets. For more information, see the article: Installing and using the Bulk Delete app.
17 Comments
Hello Kate,
We are working in a multibranding Zendesk environment and we have issues with the Suspended tickets.
Unter the "suspended tickets" view we can see all the suspended tickets to every brand altogether.
Is this possible to see the suspended emails separately by the brands (or ticket groups)?
This is important because the "suspended tickets" view is just showing up if the agent has access to all tickets and not just tickets in a specific group.
In a multibranding environment, the agent(s) has access only to his(their) dedicated brand(s) and ticket group(s) so the agents are not able to see this view and handle the suspended emails.
Thank you in advance for your answer
Hi Janos!
Since Suspended Tickets technically are not tickets yet your options are limited. You can try using this API endpoint to sort and see if that meets your needs
https://developer.zendesk.com/rest_api/docs/core/suspended_tickets#sorting
Cheers!
Are there plans to restrict access to this view? I see it is available to all agents if they have access to all tickets but that's not what we want (and I handle more than one Zendesk account...)
Please allow us to customize that!
Hi Heather -
The plans for what's going to be done with views in 2019 are still being formed. We'll be sure to pass your feedback along to the team that will be working on them!
+1. Not being able to see the brand really screws up the workflow. Surely it wouldn't be a big ask to sort by the Brand it was sent to and show it on the suspended ticket view. It shows From, subject, Received, Cause and email ID. When you hit recover, then it knows what brand.
As the Admin I have to go through all of the tickets, and release them to to find out if its user is an SLA user that didn't use a registered email, or a free user is new. Waste of admin time, and defeats the whole purpose of having different rules for different brands.
You allow the ability to require the user create an account on a per brand basis, yet you dump all of the not yet validated tickets into this one universal bucket.
I would like to restrict view access to both Suspended tickets and Deleted tickets from Agents, How can I do this?
Hello Lance,
Suspended tickets and Deleted tickets views cannot be edited or removed from your list of views as the base product stands. I've gone ahead an added an article that goes into the functionality of Views in more detail.
Using Views
Best regards,
Devan
I think the Suspended view should default to being sorted by Received (descending).
Is there a way to change it?
Hello Ian Weatherhogg,
As the current base program stands, there is not a way to change this. I would recommend though posting your thoughts on our product feedback forum so out developers can consider this change for potential updates in the future.
Best regards.
We operate with a closed system. It would be nice to be able to reply to the suspended ticket user to let them know their request was denied.
I am working through Suspended tickets that are bounceback Unsubscribe requests from an external email service. All of the tickets are From a do_not_reply@xyz.com.
Each time I try to bulk recover tickets, I am given an error message:
Suspended tickets could not be recovered. You may need to manually recover these suspended tickets.
This forces me to click on each message and recover manually, creating another problem. When I click Solve, the error I get is Requester: do_not_reply is suspended.
My team is tasked to review the messages and unsubscribe as needed, and their access to the Suspended Tickets View is limited. I have a work-around, but are there any suggestions before I do that..?
Hello Bonnie,
Is there a reason you can't or won't unsuspend that user?
You can do that in the upper right corner of the user's profile:
The tickets might not be suspended in the first place then! Or at least you can recover them automatically, instead of manually.
Sebastiaan
Sparkly ⭐
P.S.
I don't think this situation needs a work-around, but when it comes to handling suspended tickets a lot is covered and automated in our Shredder (free) and Shredder Pro ($30 a month) apps. And if your scenario isn't covered, we'll gladly look into it!
Is there a way to disable the suspended tickets feature?
Hi @...,
I want to raise a follow-up on Heather Rommel's question around 1 year ago.
Is there a possibility available to prevent that our agents can access the "Suspended tickets" view? For us, it would be very useful that only the administrators have access to this view.
Best, Fabian
Is there a way to export all Suspended Tickets as a .csv to more easily search and sort through the data?
+1 !!
It is important for us to deactivate the view of suspended tickets.
Thank you !!
Hello Alissa Johns & Serge Bertaina Dubois,
Unfortunately, there is no way at this time natively to do this at this time. I would recommend posting your use case in our product feedback forums so our developers can consider implementing these changes in a future update.
Best regards.
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