Issue symptoms
My customer is using a no-reply email to contact me but all their messages keep getting suspended. How do I stop this from happening? Can I allow certain no-reply email addresses to make sure they don't get suspended?
Resolution Steps
The Zendesk system automatically suspends any emails that come from a noreply@ or no-reply@ email address. You can learn more about this and other suspension reasons in this article: Causes for ticket suspension.
If there is a specific no-reply email you do not want to be suspended, add that email address to your allow list. While this method does not guarantee to prevent noreply emails from suspension, it will increase the likelihood. Learn more about allowing emails and domains in this article: Using the allow list and blocklist to control access to Zendesk Support.
1 comment
Marty
There should be an option to disable this. As I customer I should be in control of what gets blocked and not.
If an end-user exists in Zendesk that users emails should never go into suspended tickets. Active end-users should always be exempt.
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