Causes for ticket suspension

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6 Comments

  • Moshe Gottlieb

    We integrate with a system called tawk.to where our users can leave messages or chat with our support team. All chat transcripts or offline messages are sent to zendesk to be created as tickets. As of the last few days these are all ending up as suspended tickets with the reason "Detected email as being from a system user". But these are not coming from emails like postmaster or the like. The from address is set as the user's email address who is sending the request.

    We are losing tickets as a result! please advise

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Moshe,

    Emails from system users are always suspended and it is a hard system rule that cannot be disabled. Since you have confirmed that it is not coming from a system user, I highly suggest that you collect ticket samples and reach out to our Customer Support for further investigation.

     

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  • Moshe Gottlieb

    Thank you. I have reached out to Customer Support.

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  • Pooja Palan

    Hi Everyone,

    Thank you for all of your questions on this post. We love your feedback. If you have more product feedback on this topic, we'd like to hear from you!

    Please find some time to talk to our product directly at https://calendly.com/pooja-palan/30min?back=1&month=2021-08

    Thanks!

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  • Sam Humphrey

    Is there any way to determine as to why an email has been marked as spam? We have a substantial amount of suspended tickets and going through them 1 by 1 isnt a viable option.

     

    Any help would be amazing!

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Sam.,

    Are you seeing a common spam reason on the ticket itself? If yes, please check if that falls under the causes discussed in this article and follow the suggested resolutions. If the issue persists after following the same, I suggest that you grab at least 5 tickets, and reach out to our Customer Support so they can dig deeper into your account.

     

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