I added my end user's email address to my account's Allowlist, but their emails still route to my Suspended tickets view. How do I make sure the valid tickets that should be accepted do not end up in the Suspended tickets view?
If the email tickets of end users are incorrectly routing to the Suspended tickets view, adding the end user's email address to the Allowlist is often an effective remedy for this issue.
However, some users (not just their tickets) get suspended if their emails to your support team have previously been detected or marked as spam. If emails are still suspended even after allow-listing the end user's email address, check the end user's profile to see if they have been flagged as a suspended user.
Follow the steps below to unsuspend access for a user:
- Open the profile of the suspended user.
- A red banner across the profile should state This user has been suspended.
- To unsuspend the user, click on the down arrow next to the box labeled + New Ticket and select Unsuspend access from the menu.
For more information, see the articles: Using the allowlist and blocklist to control access to Zendesk Support and Using the blocklist and allowlist to refine the suspended tickets view.