My customer's messages from a noreply email keep getting suspended

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.