Issue symptoms

The system suspends email tickets with the cause Automatic email processing failed.

suspended ticket due to Email processing error

Resolution steps

Automatic email processing failed is a suspension error that occurs for a variety of reasons. These errors are usually edge cases that don't have a more specific error.

Below are some reasons this error occurs:

  • The use of the Mail API to set the #requester of a ticket to an invalid value. For example, a support address or a suspended user.
  • If a light agent sends an email that results in a ticket update that modifies a ticket field value, the update fails because light agents do not have permission to make those changes. For example, this happens if the email of the light agent includes a credit card number because credit card redaction also adds a tag to the ticket.
  • If a ticket has a value in a custom RegEx field and the regular expression used to validate that field is altered, any follow-up tickets attempt to pull all custom field values into the new ticket. This results in a RegEx validation failure.
  • A misalignment can occur between the organization present on a user and the organization memberships linked to that user. Follow the steps below to verify if the user organization matches the organization memberships.

To verify the user organization and membership:

  1. Open the user profile of the user listed in the From field of the email. Copy the user ID from the URL.
    user_ID_from_the_URL_of_the_article.png

  2. Take this ID and use it in the URLs listed below. Replace USER_ID_HERE with the user ID obtained from the user profile and replace the value of SUBDOMAIN with the subdomain of your account.

    https://SUBDOMAIN.zendesk.com/api/v2/users/USER_ID_HERE
    https://SUBDOMAIN.zendesk.com/api/v2/users/USER_ID_HERE/organization_memberships
  3. In the first URL, look for the organization_id value.
    org_id
  4. Compare to make sure that the same organization_id value appears within the list of memberships in the second URL.
    organization_id of the organization memberships API call
  5. If the organization is not present within the listed memberships, remove the organization from the user in Support and re-add it to bring these back into alignment
Tip: If you find it difficult to review the output of either URL listed above, copy the output returned by these URLs and paste it into a third-party JSON validation tool, such as JSONLint.
This action provides a more readable output of the data returned by these URLs.

For more information on ticket suspension, see Causes of ticket suspension.

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