Tickets are suspended with the cause Automatic email processing failed:
This is possibly caused by a mismatch in user organization information. To see if this is the case, open the user profile of the user listed in the From field of the email in the Support interface and copy their user ID from the address bar:
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 your account's subdomain:
In the first of these URLs, look for the
Make sure that the same
organization_id value appears within the list of memberships in the second URL:
This provides you with a more readable output of the data returned by these URLs.
If it's not present, remove the organization from the user in the Support interface and re-add it to bring these back into alignment.
Note: This processing error can occur for a number of reasons. If the same value is present in both of these URLs, then email processing is failing for a different reason than the one listed above. In this case, contact Zendesk Customer Support. This article contains only one of the solutions for this issue, and the support team will troubleshoot other steps.
For more information on ticket suspension, see the article: Causes of ticket suspension.