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. However, "Built by Zendesk" released an App that allows for Bulk Delete of suspended tickets. This is the official app and an alternative to managing spam tickets. For more information about this app, see Bulk Delete App.
The suspended queue is a default part of Zendesk Support and will be shown to administrators and any agent with access to all tickets in your account.
7 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
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