Every incoming email sent to my Zendesk is suspended

Issue Symptoms

I set up email forwarding from an external support address to my Zendesk and now every email is suspended. How can I resolve this?

Resolution

When this issue occurs, all of your incoming emails will usually be suspended with a reason of either Automated response mail or Received from support address. These suspension reasons are described in more detail in Causes for ticket suspension. 

A reason of Automated response mail indicates that your email server is adding an automated header such as Precedence: bulk or Auto-submitted: auto-generated to every email that is forwarded to your Zendesk. These headers tell Zendesk that the messages were auto-generated rather than created by end-users. To resolve, the email forwarding on your server should be modified so that it does not add either of these headers to every message.

A reason of Received from support address indicates that your email server set an external support address (for example, [e-mail]) as the From or Reply-To header in every email forwarded to your Zendesk. All of these messages are suspended by Zendesk as they can cause mail loops. To resolve, the email forwarding on your server should be modified to show the actual ticket requester's email address rather than your external support address in the From or Reply-To header.

Note: If you do not have access to your email server, please reach out to your email administrator or email hosting company to help you modify your email forwarding in order to resolve this issue.