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 there is a third-party integration that allows for more complex management of your suspended tickets queue, known as Shredder, though the app is not officially supported by Zendesk.
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.
4 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!
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