I added my customer's email address to the 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?
Some users and tickets get suspended if their emails to the support team were previously 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.
To unsuspend access for a user, follow the instructions in this article: Suspending a user. Select Unsuspend access from the menu.
For more information, see the article: Using the blocklist and allowlist to refine the suspended tickets view.