The Suspended Tickets view displays messages describing the cause of suspension for each suspended email.
The following table lists the possible descriptions in the view and what each one means.
Tip: You can export the suspended ticket list to obtain the suspension Cause ID for each ticket. Then, cross-reference the cause ID with the Cause of suspension reference.
Related articles:
Cause of suspension | Description | Solution |
---|---|---|
Automatic email processing failed | Although rare, you might see this if a system-wide email processing error occurred. | Contact Zendesk Customer Support for further assistance with this cause of suspension, or refer to this article for help. |
Automated response mail | This is used when the email header indicates that the message is an auto-generated email of any kind. | We do not support the un-suspended flow of automated emails into Zendesk, including from custom built ticket forms. The API and Channels Framework are the only channels that support programmatic creation and updating of tickets. The following headers can lead to this Cause of Suspension:
|
Automated response mail, out of office | Out of office and vacation auto-generated response emails are suspended. | Out-of-Office replies represent a threat to automated email systems. These are often suppressed by the sending domain, but should always be suspended if they do arrive at Zendesk. |
CCs/followers limit reached | A ticket can have no more than 48 email addresses included as CCs. | Delete unnecessary email addresses from the CC line. |
Detected as email loop | If you receive a large number of emails from a single sender in a short period of time, those emails are suspended and the sender's address is blocklisted for one hour. This also happens to tickets that are sent from an address equal to your default Reply To address. | Zendesk does not support the bulk creation of tickets via emails to Zendesk from the same sender. The API and Channels Framework are the only channels that support bulk creation of tickets. |
Detected as spam | This email was flagged as spam by Zendesk's email detection filters. This email may also be flagged as spam because it was sent from a suspended user. Some messages, if flagged with very high confidence of spam, are rejected entirely and will not appear in the Suspended tickets view. | Check if the user is suspended, and unsuspend if necessary. You can recover the suspended ticket, which can help improve the sender's reputation going forward. See the support tip What does "Detected as spam" mean? for more information. |
Detected email as being from a system user | Email generated by a mail server (for example, messages sent from addresses beginning with mail-daemon@ and postmaster@) are suspended because it is assumed that they are not intended to be support requests. | Mail from these addresses will need to be sent from or redirected through non-system addresses. |
Email authentication failed | The email is spoofed. The email appears to have originated from someone or somewhere other than the actual source. This can also occur when the sender of the email is an agent and the sender or forwarding domain fails DMARC. | The sender of this email must be permitted to send mail from your domain. Consider configuring SPF and DKIM for this sending source, or disabling Sender Authentication in email channel settings. Contact Zendesk Customer Support for further assistance. |
Email for "noreply" address | The email address is a "no reply" email address, meaning that it is not intended to receive email. | Most no-reply addresses are not intended to be responded to, and emails to these accounts are frequently not checked. You may want to verify that your responses to these addresses are reaching your customers. |
End user only allowed to update their own tickets | This indicates that an email response for the purpose of updating a ticket was received from an address or user that is different from the original submitter's email address. This might happen if the submitter forwarded the email to a different email account or user and then an attempt to reply back to your Zendesk was made. Multiple email addresses per user are supported but they must be added to the user's profile. | You can add the user as a CC to the ticket, otherwise their update will create a flagged comment. See Configuring CC permissions and notifications for more information. |
Email is too large | The email sent by the end user exceeds the maximum size limit and was rejected by the server. | The user can try resending the email at a smaller size. This limit is for the email body itself and is separate from the attachment size limits. |
Failed email authentication | The email did not pass Zendesk's DMARC authentication. | Disable DMARC authentication. See Authenticating incoming email using DMARC. |
Malicious pattern detected | Some part of this ticket's message matched a pattern that is frequently associated with spam messages, or messages intended to steal information from recipients. | If you see important messages suspended for this reason, contact Zendesk Customer Support. |
Malware detected | This indicates that possible malware or a malicious URL was detected. | The user can scan the attachment or links for malicious intent before resending. Alternatively, resend the email without the attachment or suspect URL. |
Permission denied due to unauthenticated email update | This indicates that the email header doesn't contain the email token identifying the ticket. This can happen if an email client strips out email header information. | Verify that no headers are being removed by the forwarding mail server and that the body is intact. Contact Zendesk Customer Support if you're still seeing issues. |
Permission denied for unknown email submitter | When you require your users to register and create an account, email received from unregistered (unknown) users is suspended. | If you have a known customer base, we would suggest importing your customer base prior to them submitting tickets. See Bulk importing users. |
Received from support address | The email was sent by (not forwarded from) one of your support addresses. For information about support addresses, see Adding support addresses for users to submit support requests. | The email was received from one of your listed support addresses and is causing a mail loop. You will need to change the from: and reply-to: addresses on the email show the actual requester's email address. |
Sender or domain is on the blocklist | The ticket came from an address or domain that you've blocked. See Using the allowlist and blocklist to control access to Zendesk Support. | If you need to accept these tickets, you can remove the address or domain from the blocklist (see Using the allowlist and blocklist to control access to Zendesk Support). |
Sender domain not on allowlist | When your account is configured to only allow emails from a given set of domains (using the allowlist), this indicates that the sender's email address or domain is not within that set. | You will need to allow the email domain or address (see Using the allowlist and blocklist to control access to Zendesk Support). |
Submitted by unverified user | This indicates that the user is known, but has not yet verified their email address. | The end user must verify their email address with the verification email sent to them. An agent or admin can also manually verify the email on the user's profile or re-send the verification email (see Verifying a user's email). |
Submitted by unverified account owner | The account owner never clicked the link within the verification email to verify their account. Zendesk sends this email to the account owner when the account is created, or a new owner or owner email address is added to the account. | The account owner can locate the email in their inbox and click the link to verify the address. Alternatively, you can resend the verification email. |
User must sign up to submit email, user notified | This is used when an account requires end users to register and therefore verify their email address before submitting tickets. Once their email address/user account is verified, they can submit tickets. | The user will be prompted to register for access (see Permitting only users with approved email addresses to submit tickets). Once the user has registered, their Suspended ticket will turn into a Support ticket without any action from an Admin required. |
49 comments
Sonny
Thank you for reaching out to Zendesk!
We apologized for this inconvenience that this issue may have cause. I'd like to know if you still have copy of the said suspended tickets so we can further review this?
We would like also to request that you enable account assumption so we can check your settings as well.
Looking forward to hearing from you again.
0
Coda Hedges
I'm currently updating a support desk, and we get a lot of tickets for an older product. We've actually sold the product to another company, but the product can send tickets from within the software and the other company has yet to update this, so we still get the tickets.
I've set an autoresponse for now which directs users to the new company's support site and closes the ticket. However, I want it so that if that user replies back, it'll re-open the ticket so I can handle it manually. Currently, this is triggering the "Automated response email" suspension because they're replying to an automated email; is there a workaround for what I'm trying to achieve?
0
Viktor Osetrov
As a solution, we can recommend for you the following moments:
- Use ticket status "Solved" which helps you keep re-open tickets and then you can handle them manually;
- Please use the allowlist option for your auto-suspended email
Hope it helps,
0
Mark Szymanski
Hi,
Lately we've seen a new Cause of suspension - Account owner's address needs to be verified.
It's not listed in this article. We seem to be getting some legit customer emails as well as a lot of spam with that. Anybody else seeing this?
Can ZD Support tell us more about it please?
Btw, we allow anybody to submit tickets, but we don't enable nor require registration. All customer communication is via email, API (Contact Us form), or phone. These have come via email. We had a separate issue with spam some via the web form, which we used to use with Help Center and Chat. We had disabled Chat a long time back, and just recently disabled Help Center when we found this, since it was outdated anyway and no longer being used by agents.
Thanks.
0
Paolo
This information is included above. Here is the link for it, attaching a screenshot for reference as well.
In case needed, sending a reference on how to combat spam attacks. You can check the article here
Paolo | Technical Support Engineer | Zendesk
0
Mark Szymanski
Thanks Paolo. A bit confusing that it doesn't have the same text. Seems it should be made the same in the product as in the help article. We see "Account owner's address needs to be verified." One or the other should be updated for consistency, I'd think. The list in the article is alphabetical. So without reading through the whole thing it's easy to miss, or even just skimming, think it's not the same.
Btw, in our case, we don't require end user registration or verification, as we don't give them access to the UI. So we don't send any verification emails, which probably adds a little to the confusion.
0
Daniel Heard
Does this apply to emails that come from a user that is a light agent?
Also, will adding the email address to the allowlist get around the maximum of 20 per hour?
0
Noly Maron Unson
Hi Daniel,
Zendesk limits the number of tickets a single user can make within an hour and this includes Light agents. We have a limit of 20 emails from the same user within an hour. Beyond that, the next 20 updates will be suspended. If more than 40 are received, all additional updates within that hour will be rejected (meaning they won't even create suspended tickets). This serves as a way to prevent mail loops.
Adding the email to the allowlist will not prevent this.
Hope this helps.
0
Luke Ashton
I am getting Permission denied for unknown email submitter. I need the general public to be able to submit tickets via email but i need our portal to require sign in. These seem to conflict but I suspect I am lacking in understanding. Am I missing a setting here at all please?
1
Melanie Hobman
Luke Ashton you set the login requirement for end users under Admin Centre > Account > Security > End Users
Under People > End users > Anyone can submit tickets should be enabled
This will require users to login to the portal but also allow anyone to send an email to your support email address.
0
Flic
I have a business critical use case for white-listing an email address that Zendesk suspends. The response from Zendesk support was to read this article.
Sadly, all the responses to user questions seem to be negative and 'hard' rules. Has no one considered that users have specific use cases to except these hard rules? Are there no plans to develop some user-friendly options?
Leaving users to find workarounds to software touted as 'thee solution' seems a somewhat arrogant response.
0
Sean Cusick
Hi Flic I apologize that you are having this experience. I took a look at your open ticket with Advocacy, investigated further, and left an update in that ticket for that team. In general, we'd recommend that you either govern the rate of this traffic or convert it to an API call (the API is our supported channel for programmatic ticket creation and update events). Advocacy will be happy to continue this discussion in your ticket, and I will be monitoring from there.
0
Dominique Hopson
Hello,
I read that no-reply are suspended because we are not able to reply to them. Is there a way to trigger certain no-reply to stop going to suspended folder? We get important information from certain no-reply emails that should not go to suspended folders. Is there a way to trigger that exact no-reply email?
0
Mike DR
That's a system rule in Zendesk and wouldn't be able to stop them from going to the suspended folder.
0
Scott Burnham
Aimee Spanier ,
What exactly is this “a short period of time” that is the cause of our email loop detection nightmare, as it is wrecking our ability to create customer support tickets.
How do we change that magical unknown number so it stops automagically failing our clients requests?
0
Dainne Kiara Lucena-Laxamana
Hi Scott Burnham
Unfortunately we can't disclose the specifics of the “short period of time” due to security reasons. This is because it can be exploited by the spammers by operating just beneath those stated limits.
-1
Kevin
Hi, is there a reason the allowed list is ignored for spam/suspension? We use a no-reply that delivers contact form submissions to our ticket queue, and it has been suspended two times in less than a week, despite being on the allowed list.
0
Christopher Kyle Barrios
0
Ritesh Vaghela
Everything was functioning normally for us until suddenly all our end-user emails started going to the suspended queue and were marked as spam. We contacted support and were told that the issue was due to Cloudmark filtering. However, in our another instance, everything is functioning as expected, and the same emails are not being routed to the suspended queue.
Any help would be highly appreciated.
0