Can I edit the suspended tickets view?

Have more questions? Submit a request

15 Comments

  • Janos
    Comment actions Permalink

    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

     

    0
  • Delores Cooper
    Comment actions Permalink

    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!

    0
  • Heather Rommel
    Comment actions Permalink

    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!

    0
  • Nicole - Community Manager
    Comment actions Permalink

    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
  • Damian Wallace
    Comment actions Permalink

    +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.  

    0
  • Lance Le Roux
    Comment actions Permalink

    I would like to restrict view access to both Suspended tickets and Deleted tickets from Agents, How can I do this? 

    1
  • Devan
    Comment actions Permalink

    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

    0
  • Ian Weatherhogg
    Comment actions Permalink

    I think the Suspended view should default to being sorted by Received (descending).

    Is there a way to change it?

    1
  • Devan
    Comment actions Permalink

    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. 

    0
  • DavidClark
    Comment actions Permalink

    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.

    0
  • Bonnie Svoboda
    Comment actions Permalink

    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..?

    0
  • Sebastiaan Wijchers
    Comment actions Permalink

    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.

    With kind regards,

    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!

    0
  • Adam Reid
    Comment actions Permalink

    Is there a way to disable the suspended tickets feature?

    0
  • Fabian Henne
    Comment actions Permalink

    Hi Kate Hastings,

    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

    0
  • Alissa Johns
    Comment actions Permalink

    Is there a way to export all Suspended Tickets as a .csv to more easily search and sort through the data?

    0

Please sign in to leave a comment.

Powered by Zendesk